Sydney Katso
Deputy Team Manager @G4S
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WORK HISTORY
Deputy Team Manager @G4S
Manchester, GB
Successfully transitioned from Serco to G4S under TUPE regulations while maintaining team leadership and operational continuity for Department for Work and Pensions(DWP) services, including PIP, DLA, and Pension Credit claims-Reporting KPIs on a daily basis-Supervise and coach the team: conducting one‑to‑one performance reviews, identifying training needs, mentoring newer staff and supporting professional development-Monitor operational performance: tracking key performance indicators (e.g, claims turnaround times, quality audit scores, error rates), identifying trends and implementing corrective action-Ensure process compliance & accuracy: making sure all claims handling aligns with internal policies, data protection/ confidentiality standards, and relevant legislation-Champion quality assurance and compliance with GDPR, safeguarding, and DWP contractual obligations-Working closely with Managers of different teams and Operations-Coaching call agents across two Department for Work and Pensions contracts - PIP and DLA -Using data based software such as Citrix workspace, NetScaler and NGCC workspace on a daily basis-Ensuring optimum service levels are achieved to deliver consistent high performance-Monitoring daily adherence-Handle inbound and outbound customer calls relating to new claims (PIP, DLA, Pension Credit), providing accurate information, resolving queries, and ensuring a professional and empathetic service.
EDUCATION
Trafford college
GCSE
ABOUT SYDNEY KATSO
Dedicated and results-driven Deputy Team Manager with extensive experience across various contracts within the Department for Work and Pensions (DWP), including Universal Credit, Pension Credit, PIP and DLA. Motivated and dependable Deputy Team Manager with a strong track record in customer service, team leadership, and operational support. I take pride in leading by example, supporting team development, and ensuring that daily operations run smoothly and efficiently. Throughout my career, I’ve successfully transitioned between roles and departments, including going through a TUPE transfer from Serco to G4S, maintaining continuity, performance, and a strong work ethic during times of change.Known for being approachable, solution-oriented, and calm under pressure, I thrive in fast-paced environments where excellent communication and teamwork are essential. During my time with Serco, I also took on coaching responsibilities, helping team members improve performance, build confidence, and reach their potential - a skill set I continue to use in my current leadership role. I’m passionate about delivering high standards of service, building strong working relationships, and continuously learning and growing both personally and professionally. Always committed to getting the job done right, I bring energy, professionalism, and a strong work ethic to every shift.
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