Name: Theresa Bulut AIEP
Job Title: Contracts Manager
Organisation: Campbell Page
What do you actually do?
Responsible for driving and managing performance, quality and compliance of ‘government and skills agency funded' Welfare to Work provisions, inclusive of developing an effective Delivery Model to ensure exceptional customer service and achieved contractual performance.
Quality assuring performance for the Work Programme and National Careers Service contracts across 3 Centres within the South West; providing assurance to our Prime Contractors that our performance meets all contractual and performance MSL’s and KPI’s. Conduct risk assessments and quality assurance, assessing contractual paperwork/IT based customer system and Key Mentor/customer observations, to monitor contractual and quality compliance against internal standards and external partners/funding bodies requirements; develop corrective action plans, where required, ensuring continuous quality development.
Recruiting, training and mentoring all staff who are employed to deliver or support the contract, to continuously improve and deliver exceptional customer service and achieve challenging targets.
What issues are in your employability inbox?
At this current uncertain economic time, considering the impact of Brexit and the rate of inflation set to rise our challenge will be how we work with SME employers to provide employment opportunities for the current and future job seekers, who may have health conditions that require reasonable adjustment by the employer or the recruitment of 2 individuals that historically would be achieved by employing 1 person.
What do you think the employability sector does really well?
I consider the employability sectors strength is our ability to adapt to change; over the years we have seen changes to jobseekers and contract expectations, from the New Deal programme, which was for predominantly JSA customers; very fast paced, results driven, to Pathways to Work, NDDP, Work Choice and Work Programme; the customer needs and expectations of DWP have dramatically changed and as a sector we have adapted and evolved to meet those changes whilst continuing to deliver exceptional service levels and ultimately, change the lives of our customers and their families and communities.
Where should we be looking to improve?
We need to improve our collaborative working; developing strong relationships with our colleagues within DWP/JCP, our competitors and external agencies and service providers. We will need to ensure that we are able to offer our customers the full service and support they require and remain commercially viable to meet the financial restraints of future government contract funding.
What is the best piece of advice you have been given?
Q. Who is the most important person in our centre? A. Our customer