Natalie Carroll
Head of Continuous Improvement & Assurance @Northwest Fire Control Ltd
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WORK HISTORY
Head of Continuous Improvement & Assurance @Northwest Fire Control Ltd
Strategic Leadership & Direction: As part of NWFC\'s Company Leadership Team, I drive strategic alignment with the NFCC’s Core Code of Ethics, ensuring operational efficiency and ethical standards are upheld.Business Planning: Leading the drive to create and execute NWFC’s 3-5 year Business Plan, Annual Delivery Plans, and Corporate Risk Register, ensuring they align with the operational priorities of partner fire and rescue services.Organisational Leadership: Leading a team of experienced Ops Managers across Operational/Systems Support and Organisational Improvement, focusing on performance enhancement, leadership development, and fostering a culture of continuous learning and aligning to standards.Stakeholder Engagement: Collaborating closely with the CLT members to continue to strengthen inclusive relationships with partner services, ensuring their operational requirements are met through effective communication and teamwork.ICT & Change Management: As a key contributor of the NWFC ICT Planning and Change Committee, I lead on technical and procedural changes, promoting innovation and ongoing improvements in service delivery.
EDUCATION
University of Chester
BSc Hons, Psychology & French
Flint High School
3 A Levels, Biology, French & PE
ABOUT NATALIE CARROLL
A dynamic and highly credible professional with 15 years of Operational experience in a Customer & People centric environment and 4 years working as a HR Specialist in two leading global organisations. A proven ability to drive for success achieving high performance and Operational Excellence. A solution-orientated individual who can engage at all levels of organisation, challenging people to think differently and take action to improve results. Fully aware and experienced in the art of networking and keeping afloat with new processes and developing my own business acumen.A well respected strong character who has the ability to impact change; getting to the root cause of an issue, identifying inefficiencies and creating a strategic approach critical to achieving success. Known for strong people management and innovation with a contagious enthusiasm for people development, always getting the best out of others and inspiring a collaborative approach. A passionate communicator with a high level of versatility who embodies strong values, leads by example and encourages others to strive for excellence.Achievements- Created a People Retention governance and reporting framework (contributing to in a 55% improvement in Operational attrition across 4 years)- Achieved Manager Certification & Portal Master status with Franklin Covey 4 Disciplines of Execution methodology- Runner up in HR Specialist Category in the 2018 Scottish HR Network Awards- Led up to 200 large Contact centre – successfully achieving daily SLA’s, top NPS and STS results - Successfully developed, delivered and launched the Associate Development programme across MBNA in the UK creating experienced leaders of the future- A Bank of America Award of Excellence winner in 2008 - awarded for high level of focus, hard work & sales results - rewarded to the Top 1% of the entire company
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