Tracey Squires

I am an experienced professional known for my assertiveness, approachability, and confidence. With extensive expertise in operational and talent acquisition management, I possess a solution-focused mindset and a proven ability to influence positive change. As the lead for Equality, Diversity, and Inclusion (EDI) initiatives within my organisation, I have collaborated closely across departments to implement and champion EDI processes, ensuring alignment with our corporate values and brand identity. In addition to my managerial responsibilities, I have undertaken crucial HR functions such as disciplinary procedures, absence management, and workplace investigations. I have led disciplinary proceedings, ensuring fairness and adherence to company policies and legal requirements. Moreover, I have effectively managed absence within the workplace, implementing strategies to support employee well-being while minimizing disruption to business operations. Additionally, I have conducted thorough investigations into workplace incidents, demonstrating my commitment to maintaining a safe and respectful work environment.

Furthermore, I have spearheaded numerous project groups and successfully led initiatives, including navigating the challenges of establishing new contracts within our contact centre. My strategic thinking capabilities have consistently driven impactful business improvements, demonstrating my dedication to driving organisational success. As a proactive learner committed to excellence, I maintain an open-minded approach and a strong work ethic, always striving to exceed expectations and achieve both personal and professional goals.

Talent Acquisitions & Engagement Manager, First Customer Contact, June 2021 - Present

In my role, I manage talent acquisition, onboarding, and engagement strategies, orchestrating recruitment efforts across diverse business sectors. I compile detailed reports for senior management, fostering informed decision-making, and collaborate closely with the First Group PLC EDI Team to drive inclusive campaigns. In addition to managing disciplinary procedures, I oversee absence management and conduct workplace investigations, ensuring adherence to policies and regulations. I work hand in hand with stakeholders to address retention and engagement challenges, representing the centre at recruitment events. Notable achievements include crafting effective recruitment and onboarding strategies, leading EDI efforts to align with our brand values, and significantly improving employee engagement levels.

Duty Operations Manager, First Customer Contact, March 2020 – June 2021

As part of my role at FirstGroup during the Covid-19 pandemic, I led the recruitment and onboarding efforts for over 150 Customer Service Advisors for the expanding Contact Centre. Additionally, I oversaw the integration of a new service line, Passenger Assist, ensuring a seamless transition and continuous improvement.

In this capacity, I developed comprehensive training materials, and identified talent within the organisation. I actively facilitated knowledge transfer, maintained crucial client relationships, and ensured the smooth daily operations of Passenger Assist. Furthermore, I achieved departmental goals and identified business opportunities through diligent performance analysis.

Notable accomplishments include successfully onboarding the Passenger Assist service, establishing a development pool for advisors, streamlining client reporting processes, and creating and maintaining Quality frameworks to uphold operational standards.

Contract Manager, Optima Health, December 2018 – March 2020 (FTC)

During my tenure at Optima Health, I managed two service lines: Occupational Health for over 50,000 employees and a 24/7 team for the Employee Assistance Programme, serving 86 clients. My responsibilities included creating and updating customer service procedures, preparing monthly service review reports, attending senior management meetings, and liaising with stakeholders. Additionally, I crafted communication and process scripts for teams and monitored industry trends and techniques.

Senior Shared Service Centre and Quality Manager, Liberata, July 2012 – December 2018

During my tenure at Liberata (Council Outsourcing Company), my role evolved significantly. I remotely managed a team covering three different work streams with over 40 team members, focusing on Housing and Council Tax Benefit Assessments, Appeals, and Quality Services. My responsibilities included achieving quality and productivity targets, implementing improvement plans as needed, and mentoring Team Leaders in seven other UK locations to enhance their effectiveness.

I established strong relationships with Contract Managers and Clients to ensure adherence to SLAs and implementation of service improvements following Period Reviews. Additionally, I conducted periodic reviews of quality processes and training materials based on quality results analysis. Moreover, I served as the lead for company-wide recruitment, overseeing all aspects from application to probation sign-off, contributing to streamlined client reporting, fostering positive internal and external relationships, and maintaining quality frameworks, ultimately leading to financial benefits from process improvements.

• Awaiting CIPD Level 5 to start
• TQUK Level 2 Lean Management – 2021
• Brentwood College Open Learning Project Management Course - 2021
• ILM Level 5 Management and Leadership Course 2018
• Equality and Diversity – The Sills Network 2017
• Certificate in Coaching and Mentoring April 2012
• Microsoft OCR Level 2 (Word / Excel / Publisher / Databases) 2008 - 2009
• CLAiT Plus 2
• Microsoft Specialist 2003