Jacky Rands

Associate Trainer

During her 16yr career working in the public sector Jacky worked around managing conflict and customer services.

She spent many years working in service improvement roles, developing better ways to manage customer services and reduce conflict. Jacky has a proven track record for managing customer/staff expectations and within her first year at Basildon Council reduced their service complaints by 75%. This led on to her becoming their head of performance and complaints team training others how to effectively manage dispute resolutions.

In 2011 she trained with the Institute of Leadership and Management (ILM) at Harlow college and gained a level 5 certification in coaching and mentoring in management, managing change in the workplace, motivating to perform in the workplace, managing conflict in the workplace.

She is a trained mediator and has worked in audit investigations and trained under CIPFA with Bond Solon.