Leadership, Team Development, and Service Excellence

PERSONAL STATEMENT

The Universal Credit experience I hold has given me the bold chance to expediate my roles by leading, coaching and training my colleagues. I substantially thrive in challenging environments which enables me have an outstanding professional personality. I believe this stretches me to have the impact of building my colleagues’ capability to deliver. Currently, as a Team Leader role, I have trained new EO staff on the new claims’ procedure, Covid 19 processes, and liaised with external providers to organize up skilling and team building sessions. The patinate negotiating skills are my achievement-oriented skills. For example, recently I have influenced a Shawn Trust provider to deliver an inspirational session for all the newly employed work coaches to inspire new staff to offer the best customer service to our unemployed customers.

In consideration to Covid 19, my role requires multitasking and prioritize my workload regularly. For example, as Coronavirus guide changes frequently, I need to manage learning goals and prioritize learning activities to ensure I maintain my team’s performance. additionally, I need to manage the consolidation of newly employed work coaches to make sure they get the quality training. To ensure that my team performs effectively and delivers the needed target of 2 referrals per day I make sure I am always available on Teams for Case Conference for each one member of my team in case they need advice. I believe that only a strongly supportive working environment can help my team to achieve the best outcomes. As a result of the ongoing support and training, the team is reaching the target on a daily basis and the performance rising trajectory.

As a leader I embrace the culture of development and learning within the team. If, for instance, training is needed I encourage teamwork and consulting other teams such as the DWP colleagues to upskill themselves on the respective topic. Similarly, I lobbied for the team to offer additional financial support to customers. Additionally, a number of team members had challenges pertaining processing Childcare costs. To reevaluate and consider solving the fiasco, I liaised with the finance department who guided me through the childcare costs’ procedure. It embraced the problem-solving skill and empowered the entire team.

As a team leader, communication is key in ensuring cohesive operation and running of the team. I facilitated workshops using different communication styles to ensure everyone had a clear understanding of the process. On the same note, learning never ends, for instance, when the lockdown commenced all Universal Processes were simplified and some of my colleagues working on the legacy team were tasked with processing Initial Evidence Interviews. It needed more skills via the Coronavirus learning website and arranged question and answer session with the CIL. Which translated into enhancing the entire team.

In a variant of public or private offices offering customer-oriented services, there’s need to ensure cohesive team building and team relations. I have thrived by joining various teams and relating with various teams across other groups. For instance, as team leader, I ought to establish professional relationship with a range of stakeholders and collaborate with them in sharing information, resources and support. I also essentially invest time in developing common focus and genuine positive team spirit where colleagues feel valued and respect one another. In this regard, to provide the support possible for our customers I ensured there is professional relationship with our Brent Partnership managers. It helps in understanding the high level of vulnerable customers it is successfully done through frequent meetings and workshops to help in understanding the Universal Credit and the opportunities available to remove vulnerable claimants’ barriers.

As a servant my aim is to ensure that the mission and vision of the department and entire team is achieved. I consider using my strengths and experiences in technical and social circles to have the ability to provide quality services. It shall entail building a broad base of professional network, multi-disciplinary team, and stakeholders to ensure that there is effective service delivery which is less erroneous. With the technological skills I hold, coupled with communication skills and the intrapersonal skills will ensure proper project target setting and innovative creative mindset with new ideas conforming to the project.

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