The document provides a personal profile and employment history for Ian Major, who has 17 years of experience working for the Department for Work & Pensions in various roles, most recently as an Assisted Service Manager. He has strong leadership, customer service, IT and analytical skills. His experience includes managing staff, meeting targets, and improving processes. He is logical, adaptable, and has experience with performance reporting, IT troubleshooting, and staff development.

1. Ian Major
Bedford
Imajor.beds.uk@gmail.com
07715888594
Personal Profile
I have been employed in various roles within the Department for Work & Pensions (DWP) for the last 17 years, the
most recent being Assisted Service Manager at Bedford Jobcentre. I have exceptional leadership, customer service &
IT skills, especially with Excel with experience in creating & maintaining large spreadsheets for use in data capture,
analysis & performance reporting. I am an experienced staff manager with the ability to motivate staff & examine
processes to identify & implement efficiencies. I am an extremely logical person with the ability to learn new tasks &
skills quickly. I am very adaptive & flexible with a friendly but assertive approach.
Key Skills
 Excellent Team management & interpersonal Skills
 Highly experienced indealing with staffing rota’s, assigning duties, liaising with colleagues to provide or resource
additional support to meet customer & business needs.
 Conducting 1-2-1 meetings with staff to provide support, discuss performance, identify issues & training needs
 Conducting full staff meetings to disseminate information, discuss changes & engage staff
 Exceptional leadership, customer service & IT skills including Microsoft Word & Excel
 Excellent communicator with staff, management & clients; able to forge & maintain key relations
 Ability to deal with constant change
 Ability to ensure targets & deadlines are met, prioritising workloads appropriately
 Dealing with attendance, disciplinary & occupational health issues
 Ensuring that equality & diversity is maintained at all times in line with departmental & legal requirements
 Ensuring that health & safety is maintained at all times in line with departmental & legal requirements
 Experience in dealing with IT & equipment issues including maintaining stocks & stationary
 Full Driving Licence
 Logical, empathic but assertive approach
 Attention to detail, first class organisational & time management skills
 Analytical, reviewing work to ensure standards are continuously improved, demonstrating flexibility to ensure
success
 Solid career history demonstrating resilience & loyalty
 Qualified first aider
Employment History
Department of Work & Pensions (DWP) 23.03.98 – 30.06.15
My most recent role with DWP was Assisted Service Manager. Responsible for amalgamating 2 teams into 1 under
my management.
 Successfully merged both teams
 Increased staff morale & productivity
 Reduced the number of incidents occurring in the office
 Improved customer service
 Decreased waiting times & customer footfall by reducing repeat visits in line with the departments Once & Done
policy
 Increased flexibility within the team by cross training staff to cover additional roles during staff shortages
 Improved customer service & enhanced the flow of customers by introducing more efficient practices
 Introduced a screening approach to reduce pressure on enquiries staff & unnecessary appointments
 Developed successful working relationships with internal & external customers
 IT Lead. 1st port of call for IT & equipment issues. Resolving IT issues, maintenance of equipment including
printers & photocopiers. Escalationof IT issues & equipment failure as appropriate. Creating & maintaining Excel

2. spreadsheets for use in performance capture & reporting. Training staff on Excel.
 Conducting 1-2-1 & full team meetings to disseminate information & gain staff engagement
 Dealing with issues & training needs
 Liaising with colleagues to identify issues & implement resolutions, providing & resourcing support as
appropriate to meet customer & business needs
Management Information Analyst for Jobcentre Plus East of England Region. Creating reports primarily using Excel
covering whatever aspects of performance key stakeholders requested. Also deputy Computer Support Officer.
 Created & maintained the Performance InformationPackage (PIP), the most comprehensive performance report in
the Region. The PIP began life as a 4 page document but rapidly evolved to cover all aspects of Jobcentre Plus
Performance within the 6 Districts of the region, growing to a 76 page document with a fully hyperlinked contents
page to assist navigation of the document & summary pages to allow a quick overview of in month & year to date
(YTD) performance,
 Each months publication of the PIP varied from the previous months as area’s of interest & priorities changed.
 Consistently sought feedback following each publication to ensure the document continued to meet the needs of
key stakeholders & ensure constant improvement.
 Arranged annual face to face meetings with key stakeholders to review the product & ensure it continued to meet
known priorities in the forthcoming performance period.
 I also acted as Deputy CSO (Computer Support Officer). Assisting with IT & equipment issues where able,
escalating those I was unable to fix to support engineers.
Other roles include:
 Compliance Officer. Interviewing claimants about suspicions of benefit fraud, obtaining signed statements &
evidence for use by decision makers.
 Social Fund interviewing officer. Assessing customers entitlement to Social Fund loans & aiding applications
where appropriate.
 Lone Parent Advisor. Assisting single parents in navigating the benefits system & improving their prospects &
employment opportunities.
 More Frequent Attendance Officer. Conducting robust interviews of long term claimants to assess whether they
were meeting the criteria of claiming benefits, advising customers of improvements required in order to maintain
benefit claims, notifying customers of consequences should claiming criteria not be met, overcoming perceived
barriers to employment. 52% of customers I interviewed no longer claimed benefit within 8 weeks.
Education
A Level’s: Business Studies – A Government & Politics – C
GCSE’s: 10 GCSEs Grade A - C including:
Business Studies - A English - C Information Studies - B
O Level: Mathematics - B
RSA’s: Book-keeping - Credit Accounts – Credit
C & G’s: Information Technology Level 2 Database Methods Level 2
Wordprocessing Principles Level 2 Spreadsheet Methods Level 2
I have also completed the following government department training courses:
Health & Safety Responsibilities Personal Health & Safety Personal Security
Handling Difficult Situations Data Protection Display Screen Equipment
Customer Information Security Keeping Safe, Staying Safe Stress Awareness
Managing Continuous Improvement
References
Available on request.