Natasha Corness

Experience

• 

  MSC Mediterranean Shipping Company

  Oct 2007 - Nov 2009

  One to one assistance with key account customers across multiple trades.-Liaising with head office and customers to resolve enquiries by email and telephone. -Working with bookings to ensure shipments ran smoothly for customers. -Issues manifest correctors, inputting, manifesting. Customer Service and administrative based role. -Checking, issuing manifest correctors-Customer enquiries by telephone and/or email, admin-General admin and office duties.

  • Export Key Account Documentation Coordinator

    Dec 2008 - Nov 2009

  • Export Documentation Coordinator

    Oct 2007 - Dec 2008
• 

  Suffolk County Council

  Nov 2009 - Sept 2020

  Responsible for Service Development and improvements across Home First-Lead a restructure of staff to align to partner organisations footprint and support new ways of working.-Developed and delivered an efficiency programme which saved 1.7 million on Care Purchasing over 2 years.-Implemented clear induction routes for apprenticeships and grown a functional bank to support the service.-Embedded branding of the service across channels and boosted the recruitment and marketing strategy.-Acted as a deputy for 3 months and had overall responsibility for the service and it’s 500 staff-Lead the merging of Ipswich and East from 3 teams into 1-Lead the team into a new locality framework which widened the scope of the service and required strong partnership working-Supported the development of Pathway 1 in Ipswich Hospital-ACS lead for the PPE cell in Suffolk during Covid-19 pandemic Show less Managing a frontline contact centre dealing with multi-channel enquiries across 3 directorates and the Information team who improve the council’s online information and enhance customers digital experience.-Driving forward changes for digital innovation and process improvements to enable better outcomes for Suffolk citizens.-Ensuring the team deliver against Service Level Agreements and Key Performance Indicators.-Line management of Team Leaders and coaching/mentoring frontline staff.-Budget management-Implementing a telephony system across the county within a £300k budget.-Acting as a Business lead for the implementation of a mobile scheduling system in Home First.-Facilitating multiple property moves across the county.-Carrying out systems thinking reviews in the Local Offer team and implementing quick wins with the service. Show less Day to day running and accountability for busy call centre environment which took 5,000- 7,000 emails and 12,000-15,000 calls per month responsibility to ensure team and individual targets were met.-Implementing key process changes-Dealing with complaints-Liaise with area offices to improve processes-Accountable for service level agreements and key performance indicators-Line management responsibility of 11 staff including (side by side coaching, one to one supervisions, improvement plans, I’ll-health retirements, capability/disciplinary hearings, bullying/harassment grievances).Key achievement;Reduced the induction training from 6 to 4 weeks allowing a quicker turnaround for new starters. Show less Supporting the management of a busy call centre and providing cover where necessary. -Managing staff workloads to ensure team targets were met and urgent work covered.-Acting as a first point of escalation for enquiries and complaints. -Cascading key messages and change to staff where required.-Providing phone cover during busy periods. Key achievement;Implementing an online information directory which allowed staff quick access to signposting and information for customers. Show less Customer service based role in a busy call centre environment for Adult Community Services, Children and Young People Services and Mental Health.-Answering up to 80 calls a day in a busy call centre environment. -Inputting paperwork-Liaising with internal and external professionals and members of the public to get the correct information and take referrals for social care where necessary. -Mentoring and training new starters where required. -Attending and contributing to regular monthly meetingsKey achievement; Created, developed and implemented an electronic recording template which changed working from a manual paper based process to a digital one. This enhanced teams performance, reduced costs improved individual productivity. Show less

  • Senior Business Project Manager

    Oct 2017 - Sept 2020

  • Team Manager

    Jun 2015 - Oct 2017

  • Team Leader

    Apr 2012 - Jun 2015

  • Senior Customer Service Advisor

    Sept 2011 - Mar 2012

  • Customer Service Advisor

    Nov 2009 - Aug 2011
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  Suffolk Strength Academy

  Jul 2018 - Apr 2019

  Business Development Consultant

  Developing a marketing strategy for online and offline channelsDriving forward growth and retentionCreating new starter toolkitsBusiness coach

• 

  Essex County Council

  Sept 2020 - now

  TEC Innovation Lead

  Transforming the way we deliver health and social care in Essex, with technology at the heart of what we do. Shifting the focus of services to early intervention and prevention using big data and internet of things. -Rolling out an innovative care technology service which supports collaboration and a focuses on Service Users outcomes and prevention.-Maximising the return on investment for the Technology contract-Building Technology Capability across the workforce, communities and citizens by increasing awareness, building confidence and engagement with technology including Digital Skills.-Exploring joint commissioning opportunities with nhs and partners Show less