Nicky worked in customer services and customer services management for a number of years before moving into Learning and Development consultancy and teaching role in 2000. During this time she worked with a variety of clients providing bespoke learning, development, coaching and mentoring solutions for individuals in blue chip organisations, SMEs and third sector organisations.

Nicky has worked with staff at all levels from shop floor to senior management, identifying and developing the skills they need to develop. In Further Education she taught leadership, HR and Learning and Development on CMI and CIPD programmes.  In Higher Education she has continued her work in these areas and also deliver teaching in sustainability, corporate social responsibility and business ethics. 

She has been involved with development and validation of CIPD programmes at levels 3, 5 and 7 and is Course Leader for the part time Post Graduate and Masters CIPD programme. 

Nicky is currently researching leadership and management development in the voluntary sector through her PhD  stud (part time).  She has presented papers at voluntary sector conferences and has volunteered with the Association of Volunteer Managersto share her knowledge and expertise. 

She is also involved in research with colleagues into topics as diverse as the benefits of Action Learning in under-graduate study and how artificial intelligence is impacting the workplace.

Chartered Fellow of the Chartered Institute of Personnel and Development

Member of the Chartered Management Institute

Senior Fellow of the Higher Education Academy

MSc in HR Development and Organisational Change , University of Wolverhampton (2011)

CMI L5 Certificate in Management Coaching and Mentoring in Action Learning (2010)

PGCE in Post-Compulsory Education, University of Wolverhampton (2009)

CIPD Certificate in Training Practice (2001)

Chartered Institute of Marketing Diploma, Wolverhampton Polytechnic (1992)

BA in Languages for Business, Wolverhampton Polytechnic (1986)

Nicky worked in manufacturing and the service sector for nearly 20 years in Customer Service, Management and Learning and Development roles before making the move to an academic role.

She has managed and worked as part of UK and multinational customer service teams.  Over this time she has been project lead on new system implementations, managed high performance international teams and managed a customer portfolio in excess of $1 million per annum in the areas of blown plastic film, heavy steel and vibration resistant fasteners.  She has worked with a variety of European and UK customers and used her language skills to translate quality documents and build customer relationships. 

Within L&D she has developed programmes as varied as customer service induction programmes, handling challenging customer conversations, leadership development and coaching for senior managers.  Her work has resulted in a range of positive outcomes such as a 25% reduction in customer complaints and coachees achieving goals such as promotion to a senior executive role.  

Nicky has a long standing connection with Samaritans.  As well as being an active volunteer in her local branch since the late 1990s, she has held a range of voluntary roles including local and regional learning and training roles; an organisation-wide strategic role overseeing volunteer training and development and a team of 13 regional officers; a key quality role providing compliance guidance and support for branches and Branch Directors. She has delivered training for the charity to organisations who want to improve how they manage contacts with vulnerable and suicidal people for a number of years and was involved in writing materials to support these programmes. 

Between 2020 and 2023 Nicky held the role of Branch Director (a three year voluntary post, nominated by the branch volunteers) at her local branch where she works with a leadership team of 13 and oversees approximately 80 volunteers, a mix of listening volunteers, specialist support volunteers and charity shop volunteers.  As well as managing the day to day running of the branch, the role requires strategic leadership and change management skills. 

Nicky is also involved in supporting inpatients within a local Mental Health Foundation Trust.