Northamptonshire County CouncilFamilies Information Service Team Leader and Contract Manager
Nov. 2005 - Jul. 2013Northampton, England, United KingdomRecruited, trained, and supervised a high-performing customer service team, ensuring compliance with relevant legislation and internal procedures. Integrated procurement processes into commissioning services, driving transparency, value for money, and service quality. Coordinated and developed multiple projects across family, childcare, and disability services while managing risk and ensuring delivery against defined KPIs and contractual outcomes. Oversaw a range of provider contracts, conducting regular performance reviews and ensuring compliance through strategic risk mitigation and outcome monitoring.
• Saved £500,000 by introducing procurement processes into commissioning activities.
• Increased Families Information Service usage by 63% within six months of transferring to the Local Authority by streamlining service delivery and improving access.
• Designed and launched a 24-hour access website, leading to a 500% increase in user traffic.
• Reallocated £150,000 to enhance family services by collaborating with key internal and external stakeholders to integrate disability support into existing systems.
• Led a termly audit process for early years funding allocations, resulting in the recovery and reinvestment of £28,000 from fraudulent claims in the first audit alone.