Gillian Jameson

Experience

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  Driver and Vehicle Licensing Agency (DVLA)

  Jul 2000 - Dec 2013

  Working as part of the HR support team providing advice and guidance to a network of 800+ members of staff across 39 locations. Main responsibilities include:- Managing local recruitment- Designing and conducting competency based recruitment- Designing and managing delivery of educational workshops on competency applications - Trained and coached a team of 8 trainers to facilitate roll out of worksops- Providing one to one coaching to support staff dealing with change and to improve performance - Attendance management Show less Delivered a range of projects to identify, understand and engage key customers managing stakeholder relations, requirements gathering and data analysis to develop business solutions. Key responsibilities:- Designed and completed business surveys to understand customer needs and to develop relationships and manage their expectations - Created a customer database of 750 high volume business customers across 39 office locations - Developed of a customer relationship manager role- Represented the agency at customer and stakeholder eventsto build and maintain good customer relationships- Managed the project lifecycle to create a new direct service for the motor trade - Managed a remote team Show less Played a leading role in various continuous improvement and change management projects across 39 UK wide locations. Selected Achievements:- Worked with external consultants to complete a LEAN based project reviewing back office functions and made changes to improve efficiency of service and value for money - Worked with the Foreign and Commonwealth Office and the Diplomatic Protection Group to improve the diplomatic vehicle registration process by removing wasteful activities, designing new application forms and information booklet for diplomatic use, satisfying both the business and the customer- Developed and led LEAN process and change management workshops - Trained a team of 15 trainers to provide capability to roll out LEAN process and change management workshops to the network of 39 offices Show less Responsible for leading a team of 30 staff members to run a public counter and back office function to process all DVLA related applications and customer service delivery. Key responsibilities included:- Staff management and development- Local staff recruitment- Accounting and stock management- Used an understanding of key metrics to determine and maintain levels of customer service- Contribution to the retention of the Customer Service Excellence Award- Local promotion events Show less

  • People and Performance Manager

    Jan 2013 - Dec 2013

  • Customer Transition Manager

    Mar 2010 - Dec 2012

  • Business Change and Improvement Team

    Mar 2008 - Feb 2010

  • Customer Service Manager

    Feb 2002 - Mar 2008

  • Business Change Team

    Jan 2007 - Jan 2008

  • Administrative Officer

    Jul 2000 - Jan 2002
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  Audley Retirement

  Feb 2014 - Jun 2018

  Learning and Development Manager
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  Trainee

  Sept 2018 - now

  Trainee