1. RACHEL HILL
1 Richmond Avenue, Kettering, Northants, NN15 5JG
Mobile: 07968 486835 Email: missrachelhill@gmail.com
CAREER SUMMARY
PROFESSIONAL PROFILE
Over 5 year’s managerial experience, with punctuality and accuracy as key abilities for performing efficiently alongside
20 years’ experience within a customer service environment. A focused, driven and professional individual who is
competent at working well under pressure as well as being able to hold responsibility well. Pro-active at working
towards targets and am comfortable at decision making, competent at working within strict processes and compliance
and am loyal and committed to my prospective employer for the long term.
I am organised, a self-motivator, process driven, knowledgeable and supportive towards others to help them achieve
their goals as well as having the core skills to progress within any role that I undertake. I am adaptable, mature with
a friendly, outgoing personality.
CAREER HIGHLIGHTS
Interim Business Manager August 2013 – Present
The Papworth Trust (600 employees – Third Sector – Leading Disability Charity) October 2009 - Present
Working on the government funded Work Programme - I was initially employed as an Employment Advisor before
successfully securing the Interim Business Manager role. During this time I was responsible for managing 2 offices
with a total team of 11 employees, plus a team of 6 volunteers. The role required me to manage and overcome
difficult challenges such as; the closure and merger of an office and the staffing impact that this resulted in, as well as
being held accountable for the budget, contractual and job start performance.
Alongside The Work Programme contract, I was also responsible for managing an additional Jobcentre plus contract
which carried its own contractual guidelines/targets.
Key Achievements
 Communication skills: Effectively planned and managed daily and weekly team briefings/meetings to
ensure that information required is cascaded appropriately. Attended local networking meetings/events on a
quarterly basis to establish and continue with external relationships to include stakeholders.
 Staff Management: Conducted staff monthly 1-1’s to ensure effective KPI management, caseload reviews
and advisor performance as well as evaluating the employee appraisals and annual performances. Improved
3 members of staff performance through support and performance management, which resulted in 2
members of staff achieve highest performing advisor of the month and exceed their quarter target. Involved
with staff recruitment and training and managing staff absenteeism to include sickness/annual leave/staff
training more specifically, managed 4 members of staff on formal sickness.
 Performance Management: Effective forecasting, monitoring and presenting of office performance to both
senior management and prime contractors. Attended management meetings, which included discussing and
reviewing staff/area performance, compliance and minimum performance levels.
 Strategic activity: Embedded a new delivery model, managed the merger of 2 offices within an 8 week
timescale as well as aiming to minimise the impact to over 800 customers, oversaw the closure on an office
and staffing restructure, which resulted in 3 staff redundancies and 2 re-deployments.
 Fundraising: Planned and project managed fundraising activities.
2009 – Present The Papworth Trust Interim Business Manager
Work Programme Employment Advisor
Seconded Business Manager
2007 – 2009 Phoenix Training New Deal Trainer
2005 – 2007 Iento Ltd Account Manager
2002 – 2005 Marston’s Inn’s Assistant Public House Manager
2000 – 2002 The Restaurant Group Front of House Manager

2. Work Programme Employment Advisor October 2009 – August 2013
(3 months Seconded to in the absence of the Business Manager) March - May 2011
Prior to being appointed the Interim Business Manager, I was employed as an Employment Advisor working with an
ever changing caseload and supporting my customers into sustainable employment as well as achieve a 75% sustain
employment rate. I conducted 1-1 appointments, facilitated workshops, advised on recruitment process’ as well as
worked towards monthly targets, supported customers with work placements/trials and created CV’s, cover letters
and speculative actions.
Key Achievements
 People Management: Successfully seconded to Business Manager for a 3month period whilst holding a
customer caseload of 160. To include: forecasting/reporting/staff management such as 1-1’s and caseload
reviews. Achieved Employment Advisor of the month
 Communication Skills: Successfully resourced and developed effective working relationships with local
employers such as B&Q, City FM, and training providers. Attended local networking events and job fairs to
promote The Papworth Trust and generate vacancy leads.
 People Skills: Supported my work colleagues within a “mentor” capacity, dealt with customers in a
diplomatic manner in order to achieve positive outcomes. Managed customer complaints.
 Organisational/Planning: Effective diary management to ensure the new delivery model is embedded
used initiative to implement a lone parent group. Used accuracy and time management to ensure that
compliance and contractual guidelines were achieved.
Gateway Trainer (on the New Deal Programme) October 2007 – September 2009
Phoenix Training Ltd Redundancy
Supporting benefit claimants back into employment, this was achieved by delivering a soft skills training programme
over a two week cycle, creating CV’s and supporting with client employment applications and speculative approaches.
During this time I supported individuals ranging from 18years to 60years of age both within a group and on an
individual basis. The contract was job performance led and also required the New Deal provider to be contractual
with DWP.
Key Achievements
 Planning and Organising: Planned and updated training packages to ensure information was relevant and
coherent. Delivered of Gateway to Work Packages.
 Interpersonal Skills: Quickly established a rapport with group delegates of up to 35 attendee’s and
facilitated training workshops to suit different learning styles. Assisted with building good working
relationships with local employers to engage them to “guest speak” to delegates.
Account Manager September 2005 – October 2007
Iento Ltd, Kettering Redundancy
As an Account Manager of an independent Employment Service offering temporary and permanent commercial
recruitment and HR support I was responsible for managing commercial accounts for the Kettering, Corby,
Wellingborough and surrounding areas including B2B development, “door knocking”, cold calling and managing all
recruitment requirements.
Key Achievements
 Business Development: successfully built up local business accounts and developed some loyal accounts
through B2B sales, account management, attending networking events and visiting both potential and
existing accounts.
 Recruitment: Completed payroll for up to 10 temporary candidates, processed recruitment paperwork,
completed candidate registration.
 Listening Skills: Built rapport with business’ and candidates to gain a clear understanding of their needs to
ensure the level of service met/exceeded expectations.

3. Managerial Experience
Prior to the above employment, I successfully gained managerial experience whilst working within the management
teams of Frankie and Benny’s and The Trading Post Public House, Kettering. This involved overseeing the general
day to day running of the establishments, staff management (rota’s/sickness/holidays), banking, and weekly figure
reporting and working within budgetary requirements.
Key Achievements
 Staff Management: Managed teams up to 30 at any one time to ensure that the right level of cover is
appropriate for the business demand.
 Budgeting: Required to control wage cost within budget, monitor Gross Profit to increase net profit.
Completed weekly and monthly forecasting/profit and loss accounts.
 Business Development: Successfully managed shifts where Net takings could be up to £5,500 and involved
with fundraising activities to promote the business and increase profit.
 Customer Skills: Dealt with customer complaints in a professional and timely manner.
PROFFESSIONAL COMPETENCIES
 People Management  BusinessDevelopment  Multitaskandorganisational skills
 Relationshipbuilding  TrainingandMentoring  ProjectManagementandLeadershipSkills
QUALIFICATIONS
 HND in Hotel, Catering & Institutional Management  NVQ Level 2 in Customer Service
 C&G 7300 Train the Trainer Award  First Aid
 REC in Recruitment Practice  Various Management Training