Hazel Craig Waller

Experience

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  Barclays Bank PLC

  Aug 1982 - Jun 2001

  Risk Manager and Various

  Various roles

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  Citizens Advice Woking

  Jul 2001 - Dec 2016

  Chief Executive Officer

  • Led the development and delivery of a comprehensive and high-quality advice and support service to local residents, ensuring full alignment with all internal policies and strategic objectives.• Duties included budget management, financial oversight, strategic leadership, business planning and board-level reporting. • Negotiated £400k funding YoY from the organisation's primary stakeholder and implemented proactive measures to identify revenue growth opportunities. • Identified service gaps and obtained funding to develop and implement additional specialist advisory services, including those immigration advice, court desk representation, web chat and Healthwatch. Show less

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  Woking Borough Council

  Jan 2017 - Mar 2021

  Resident Services Contract Manager

  • Held comprehensive management responsibility for the housing management and repairs & maintenance contract. • This included responsibility for strategy, management of an £11m budget, team leadership and development, stakeholder management, quality assurance, compliance, performance management, data analysis, reporting and coordinating efficient and effective tenant relocation. • Developed robust policies and procedures, including those regarding safeguarding and regulatory compliance.• Collected and analysed customer data, leveraging insights to inform continuous improvement. • Secured a £6m contract via creation of a rigorous and compelling business case. • Key contribution to the design, implementation and continuous improvement of an IT solution. • Improved customer experience via development of customer service strategy, customer journey mapping, staff training and service reconfiguration. • Restored a positive organisational reputation via astute stakeholder management and ensuring the smooth and timely relocation of tenants. Show less

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  Pinnacle Group Limited

  Mar 2021 - Mar 2022

  Head of Service (Affordable Housing)

  • Spearheaded the delivery of housing management services, driving best-in-class quality across all public and non-profit sector affordable housing contracts. • This included responsibility for leadership of a team of 150, operational management, client relationship management, performance monitoring, establishing robust corporate governance, managing an £11m budget and providing board-level reporting. • Drove exceptional standards of client satisfaction via strategic relationship management, clear and regular communications, ensuring full delivery of all contractual obligations and leading rapid and full resolution of all issues. • Managed the delivery of service improvement, risk management and business continuity planning across all contracts. • Established a high performing team via astute recruitment, motivational leadership, targeted coaching & mentoring and robust performance management. • Drove major gains in quality and efficiency via identifying and actioning opportunities for process improvement. This has included implementing a status reporting system, ensuring staff are assigned in alignment with their personal strengths and introducing exit interviews. • Established a highly effective credit control procedure, resolving all long-term aged debts over 60 days and ensuring clear assignment of responsibility for each contract. • Created and implemented an impactful and comprehensive risk management framework. • Identified and turned around issues regarding financial management and reporting for affordable housing contracts. Implemented rigorous controls and improved reporting efficiency and accuracy. Show less

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  Ian Williams Ltd

  May 2022 - Oct 2022

  Business Manager

  • Hold end-to-end operational management responsibility for a newly established unit, leading a team of Contract Managers and Surveyors in delivering responsive repairs and voids contracts. • This includes responsibility for management of a £3m budget, business development, strategic planning, commercial management, quality assurance, staff development, client relationship management and reporting.• Ensure consistent delivery of contracts in adherence with all timeframe, budget and quality requirements. • Provide rigorous oversight to ensure full compliance with all relevant HSE legislation. Show less

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  Guildford Borough Council

  Apr 2023 - now

  Project Officer - Housing Insight & Improvement Specialist