Jayne Waterman

I am an experienced apprenticeship manager, qualified IQA and training assessor, currently running my own business, having previously worked in retail management for over a decade. I have experience with both private training providers where I have worked as a Regional Manager, Regional IQA and Assessor and a college where I was Head of Work Based Learning. I have supported and developed various sized teams to ensure high standards and compliance with company policies and procedures and external body requirements, ensuring SLA’s, KPI’s and quality standards were met through regular audits, reviews, 1:1’s, appraisals, staff meetings and training. I have used various information management systems to monitor, analyse and report and have always strived for ways to improve systems, processes, and customer experience. I am self-motivating but also enjoy working collaboratively both within my own team as well as other teams to achieve goals. I have a passion for customer service, quality and finding out what motivates team members to help them develop whilst meeting their own performance targets.

Employment History:

Waterman Wellbeing (Sept 2018 – to date)

Independent Consultant for The 1:1 Diet by Cambridge Weight Plan

I run my own business supporting clients to lose weight using meal replacement products ensuring I provide an excellent level of customer service tailored to each individual clients needs. I am responsible for health and safety, food hygiene (I hold a food hygiene rating of 5), GDPR, maximising sales, marketing, stock control, finance, maintaining accurate client records including medical records, CPD and all administration while complying with the policies and procedures and code of conduct set out by Cambridge Weight Plan. I also have systems in place as advised by Environmental Health to document and manage orders, stock counts and date checks, cleaning schedules, food safety issues and product recalls.

Aylesbury College (Jan 2016 – Dec 2016)

Head of Work Based Learning

My role involved leading and motivating a team of assessors who assessed various subjects such as construction, motor vehicle, hospitality and catering, health and social care, childcare, accounting, business administration and customer service and an administrator to achieve high performance standards. I was responsible for providing a high quality learner experience that enabled learners to succeed beyond their expectations. I worked with curriculum teams to develop the work based learning portfolio, ensuring all team members were clear about their responsibilities and how they aligned to college strategies. Through active employer engagement I ensured that our offering was recognised and valued as industry relevant and met individual employer and learner needs. Through regular team meetings and 1:1’s I ensured all direct reports were familiar with and complied with college policies and procedures and that all learners progressed against progression targets and delivered successful outcomes. I ran Work Based Learning (WBL) in line with college financial regulations and maximised the efficiency of WBL delivery whilst ensuring that all government funding, qualification standards, verification and awarding body requirements were met. I was responsible for providing an outstanding training, learning and assessment environment and supporting learners in developing high quality skills in order that they can progress either within their employment or further training and/or education. I also acted as duty manager as part of the college rota and supported College Open Days.

Pera Training (Nov 2011 – Dec 2015)

Regional IQA for the South of England (2013 – 2015)

Following a restructure within the company my regional manager position no longer existed so I had been working as a regional IQA (Internal Quality Assuror) and due to a second restructure since May 15 had been the IQA for England, Northern Ireland, and Wales. This involved carrying out the IQA of the assessment process in line with awarding organisation and centre requirements, observing assessors carrying out OTLA’s (Observation of Teaching, Learning and Assessment), workplace assessment and other key learning processes, carrying out audits and final quality checks on portfolios of evidence to ensure compliance with regulatory and funding body requirements, following the IQA strategy, producing reports, providing feedback, maintaining records and taking part in standardisation and external quality assurance activities as required.

Regional Manager for the South of England (2012 – 2013)

My role involved managing a geographically dispersed team of assessors, providing daily support as required, resolving operational issues, and liaising with account managers and compliance team.. I monitored individual assessor performance against KPI’s, ensuring compliance to company policies and procedures, qualification standards, IQA and EQA (External Quality Assurance) requirements via regular 1:1’s and the use of Smart Assessor (an ePortfolio), developed and monitored action plans with assessors who required additional support and held regular team meetings. I kept accurate records, submitted reports in a timely manner, ensured learners were seen and achieved timely and assessors used their time effectively and met SLA’s with every client. I supported clients and learners in the field and ensured a high level of customer satisfaction. I was also responsible for the IQA of the South team as my region did not have a regional IQA. This meant that I managed and co-ordinated the activities of IQA’s across four regions, attended IQA meetings, took part in EQA visits and developed IQA functions to standardise processes and practices and ensured continuous improvement, as well as undertaking IQA activities on Smart Assessor and with assessors in the field. I was also involved in putting together clusters of units and delivery plans for qualifications that were part of Pera’s “Skills Support for the Workforce” contracts.

Retail Training Assessor (2011 – 2012)

I delivered bespoke Retail Apprenticeships within Next and Dunelm Mill, supporting a caseload of learners within their work environment, motivating, and supporting them to achieve their qualification within set time frames. I gave information, advice and guidance throughout the qualification and provided the learner with relevant policies and regulations to clarify what was expected of them and ensure their safety. I planned the assessment process with the learner and employer – observing, recording assessments, giving feedback, and completing all documentation. I monitored Health and Safety, Equality and Diversity and Safeguarded apprentices throughout their qualification. I had to ensure I worked within the policies and procedures, standards of the qualification, met both the internal and external awarding body quality assurance requirements as well as government funding rules and the Ofsted Common Inspection Framework.

Protocol Skills (Nov 2007 – Nov 2010)

Training Assessor 

Training Assessor in Retailing, Customer Service, Team Leading, Management, Warehousing and Business Administration. The role involved delivering NVQs and Apprenticeships to a case load of learners within their work environment within set time frames and ensuring records were maintained to the required standards. I monitored Health & Safety and Equality and Diversity within the workplace. I also had to safeguard the welfare of children I came into contact with as learners. I supported the learning process through flexible learning units and Ask Elle (Electronic Learning Library Experience) and facilitated workplace on the job learning as required. I planned the assessment process with the learner and employer. In addition I had to recruit learners and maintain learner retention. I trained colleagues and managers on new standards, mentored new assessors, countersigned their work, and managed the team in the absence of the Area Manager. I was involved in the Ofsted inspection and undertook courses and qualifications e.g. A1 Assessors award and the PTLLS teaching qualification. In 2009 I was the Regional Company Values Champion.

Homebase Ltd (Apr 1996 – Oct 2006)

Senior Sales Manager/Department Manager/Trainee Manager 

After undertaking a one year retail management course I progressed to first Department Manager and then Senior Sales Manager which involved the management of all areas of the store, P&L responsibility as well as recruitment, training, appraisals, performance management, staff investigations, managing rotas to ensure adequate staffing while minimising payroll costs, report writing, maintaining SAP the stock control system, auditing customer orders, store standards and supporting the service team to drive KPI’s and maximise sales, ensuring health and safety and policies and procedures were followed as well as ensuring excellent customer service, and dealing with any complaints. On several occasions I was sent to under-performing stores to support the management team.

Qualifications:

Best 4 Training 

• Highfield Level 3 Award in Undertaking End-Point Assessment (2020)

Aylesbury College

• IOSH Health and Safety for Work Placement Personnel 
• Orb Training Ltd Emergency First Aid at Work 

Pera Training 

• Certificate in Leading the Internal Quality Assurance of Assessment Processes & Practice Level 4 
• Functional Skills English, Mathematics, and ICT Level 2 

Oxford Brookes University

• European Computer Driving Licence which comprised of the following units: - Security for IT Users, Windows, Word, Excel, Access, PowerPoint, Outlook, and Internet Explorer (2013)

Protocol Skills 

• Preparing to Teach in the Lifelong Learning Sector NVQ Level 3 
• A1 Assessing Learners Using a Range of Methods NVQ Level 3 
• Technical Certificates Level 3 Retail, Customer Service, Level 2 Team Leading, Warehousing & Storage Principles 
• Business Administration Apprenticeship Level 2 
• Key Skills Communication, Application of Number, and ICT Level 2