Claudette Williams

Results driven and hard-working experienced senior manager with advanced experience in all aspects of recruitment, retainment, performance reviews and HR matters, specialising in complaints handling and dispute resolution, equality & diversity and compliance and governance with up-to-date industry knowledge in HR, Healthcare, Law and Health and Safety legislation. Exceptional communication skills both written and verbal with a proven ability to lead, influence and motivate a team.

Practice Manager | SSP Health / NHS

AUGUST 2022 – AUGUST 2023

• Manage the recruitment and retention of staff to deliver safe and effective services across the Practice. Providing clear direction and management of staff issues and day to day HR matters. Routinely collect and manage key workforce data for the Practice & manage staff resources and daily work allocation. Staff appraisals and implementation of personal development plans. Monitor performance of practice staff and identify and manage any areas of concern to ensure patient services are consistent. Monitoring Practice performance and targets to include Primary Care KPI’s and relevant targets and contractual obligations.
• Maintaining relationships with the wider health economy ensuring surgery are consistently aware of and implementing best practice and any new developments successfully. Identifying new or updated protocols and procedures where required.

Budget planning and monitoring of financial records and drivers to maximise income across the Practice, reviewing Practice performance against the financial objectives to manage areas of underperformance. Maintaining clinical services and appointment systems. Organisational responsibilities to include coordinating all practice meetings, to include preparation of agendas and minute taking. Information Management and Technology responsibilities with continuous monitoring of Business continuity plan, ensuring effective IT Data Security and back up in place to include disaster recovery plans as well as maintenance of Practice website and social medias. 

• Review all Complaints, Concerns and Compliments and action accordingly. To include full timeline of investigation, interviews where necessary, consultation with NHS England/Health Watch and completion of a Significant Event Analysis to identify learning outcomes.
• Full compliance of CQC Requirements and contractual obligations

Contracts Manager & Office Manager | Concept Group Wigan Ltd

October 2019 – August 2023

• Managing Service Level Agreements of all reactive maintenance contracts to include Vets4Pets, Pets at Home, Hobbycraft, COOP Bank, AO.com and ensuring all time frames are adhered to in accordance with the Service Level Agreement. Responsible for all Risk Assessments and Method Statements (RAMS) for all on site work. Coordinating the labour, materials and purchasing for all small works. Seeking new business opportunities and securing large commercial clients contractually for all maintenance works. Tender and bid writing, procurement to include PQQ’s (Pre-Qualifying Questionnaires) to enable company to be on frameworks for large scale construction works. Tendering and procurement, seeking new opportunities within relevant portals, databases and through networking and advertisement. 

Completing programmes, site Health and Safety files, reading drawings, O&M Manuals. 

Appraisals of office staff, day to day HR requirements, recruitment and retainment, delegation of works to include performance monitoring. 

• Responsible for all company policies and procedures, to include composing, reviewing and amending on an annual basis. Securing and renewing all company accreditations, to include Safe Contractor, CHAS, Altius accreditation. In charge of vehicle fleet, with overall responsibility for the maintenance, repairs, fuel allowance, mileage and tracking, services and MOT, breakdown cover, insurance etc for company fleet of vehicles. Recruitment, retainment and development and training of all office staff. 

Compliance Officer | Scott Rees & Co Solicitors

April 2019 – OCTOBER 2019 (FTC)

• Providing training and support to the team. Ad hoc project work & regular auditing Monitoring output within the team and taking responsibility for quality assurance. Leading technical training for the business on Data Protection Training, Politically Exposed Persons and conflicts of Interest identification. Escalating issues to the Head of Risk & Compliance as needed. Implementation of all legal and regulatory updates. Providing operational oversight and guidance. Complaints Handling. 

Claims Handler & Police Liaison Officer | ParkingEye – Part of Capita

June 2014 – July 2018

• Responsible for the progression of claims to the County Court. Preparation of all legal documentation ahead of hearing, to include Reply to Defences, Without Prejudice Negotiations. Represent Parking Eye during mediation sessions with independent mediator and defendant with a view to settling outside of court. Instructing court proceedings and County Court Judgments. 
• Responsible for the release of personal ANPR data to the Police in line with Data Protection restrictions and under the prevention and detection of crime, or under the apprehension or prosecution of an offender or under the apprehension or prosecution of an offender.  the apprehension or prosecution of an offender or under the apprehension or prosecution of an offender. First point of contact for all Police constabularies within the UK as well as the National Crime Agency. Responsible for highly sensitive and confidential information and working under tight restrictions in order to locate a vehicle hit on an ANPR cameras across the UK and across all major motorways within the UK. Attendance to court as a witness, and completion of witness statements. 

BA (Hons) English literature | University of Greenwich

2011-2012

1st year completed.

Access to Higher Education (ACHE) | St Helens College

2010 - 2011

Intensive, full time course equivalent of x4 A-Levels completed in 8 months; studying History, English Language, English Literature & Theology. Completed with Distinction.