Megan Brookes

Current Roles: Trainer and Assessor for Leadership and Management qualification Levels 3 and 5 and Professional Learning and Development Coach at Weston College

I am an experienced lecturer, with qualifications in Management (HNC), Lecturing (PTLLS) Assessing (CAVA) and Legal (ILEX, Contract and Consumer Law).

My management expertise spans many sectors: Hospitality, Contact Centres, Warehousing, B2B and B2C Sales, Finance, Accounts and Pensions. I have been responsible for teams of between 2 and 200. My previous roles have included Team Manager, Operations Manager, Support Manager and Learning and Development Manager. Working for Citizens advice as a Customer Service Manager for their Consumer service where I was responsible for two contact centre sites providing a service to over a million contacts per year.

I have designed and delivered training for Councils, County Councils, Citizens Advice Consumer Service and Advice Line, The Legal Aid Agency and Save the Children; some examples include Customer Service, Emotional Intelligence and Resilience, Recognising Vulnerable Callers, Well-being, Dealing with calls where Suicide is mentioned and Leadership and Service Training. I have also designed and delivered training to support changes in Compliance, Legislations and Regulations.

In my spare time I volunteer for Freewheelers Emergency Voluntary Services. This charity has received The Queens Award and supports the NHS helping them to make savings of over £400,000 per year. My roles within the charity are to help fundraise, On-call Coordinator, where I am responsible for the operation and delivery of the service. I am also currently designing new training material for all roles within the charity.