Emma Agar
Margate
07415 656412

I am currently looking for a new and challenging position, which will make best use of existing skills and experience acquired, whilst enabling further personal and professional development.

WORK EXPERIENCE

Service Delivery Manager
Nestor Primecare
2016-09 – 2017-10
Out of hours provider for East Kent, Primecare won the contract from the previous service provider Integrated Care 24 Ltd. I with the same role and duties as I was TUPE’d across. Regrettably Nestor Primecare lost the contract after 1 years service. Since the loss of contract I have used my time to travel to Australia to visit family and friends.

East Kent Service Delivery Manager
Integrated Care 24 Ltd
September 2010 – 27th September 2016
Integrated Care 24 or IC24 is a major not for profit Social Enterprise company providing a range of innovative primary care services designed to deliver quality and affordability. IC24 is a solution based company providing a comprehensive portfolio of primary care services aimed at improving access and reducing the demand on secondary care services.

East Kent Service Delivery Manager:
March 2014 – Present
• Monitoring and maintaining active calls on each operational base within the East Kent locality, ensuring they meet the company’s set quality requirements.
• Providing all round support to staff at weekends, including planned site visits and impromptu appearances.
• Providing first response I.T support in the event of system failure, either over the phone diagnosis, or in person to mitigate the need to involve 2nd line support unless necessary.
• Monitoring fleet vehicles and managing effectiveness throughout operational periods. To ensure home visits are carried out within our obligated standards based on clinical priority.
• Ensuring a full and complete rota for 70 non-clinical staff.
• Filling clinical rotas at short notice caused by late notification of absence.
• Ensuring all Drivers and Receptionists carry out the required yearly online training and ensuring accurate
records are maintained to evidence this.
• Conducting annual Personal Development Reviews with non-clinical staff on a one to one basis.
• Maintaining accurate sickness and absence records for all non-clinical staff, and carrying out absence management reviews.
• Approving annual leave for all Drivers and Receptionists, and ensuring rota fill remains complete.

Despatch Controller
Integrated Care 24 Ltd
2010-09 – 2014-03
Despatch patient calls to various localities within Kent, East Sussex and South Essex.
● Monitor base workloads to ensure patients are assessed in a timely manner.
● Monitor and direct fleet vehicles to ensure an efficient and cost-effective service in line with requirements.

Credit Hire Negotiator
Chaucer Insurance – London
2008-09 – 2010-09
Chaucer Direct is an auto insurance company in the UK and the direct insurance arm of Chaucer Insurance, who have been providing motor insurance since 1965. Chaucer Insurance is one of the largest motor insurers at Lloyd’s of London.
Credit Hire Negotiator:
● Detecting and investigating potentially fraudulent claims early on in the claim.
● Negotiating rates and mitigating hire costs to ensure a limited financial impact to the organisation.
● Manage own caseload of Third party credit hire, credit repair and damage claims.
● Monitor individual claims on a daily basis, controlling ongoing hire costs.
● Intervene on individual claims, providing alternatives to credit hire and repair.
● Develop working relationships with all service suppliers.
● Be aware of market developments regarding Credit Hire, Credit repair and third-party damage claims.

Logistics Planner
New Life Removals Ltd
2002-08 – 2008-09
Managing the incoming and outgoing deliveries and bookings.
● Monitoring vehicle costs and dealing with breakdowns and insurance claims.
● Covering driving duties as and when needed.
● Route planning within drivers working hours.
● Finding reloads and additional work for vehicles to save them running back empty.
● Liaising with subcontractors and negotiating rates.

EDUCATION

GENERAL EXPERIENCE
Dover Girls Grammar School
2002

CERTIFICATIONS/LICENSES

National and International CPC Holder
Present

HGV Class 2
Present