A Head of Customer Service, used to establishing, developing and running award winning contact centres in a diverse range of market sectors. A strategic thinker, enthusiastic communicator, with excellent influencing skills and proven change management capability. Skilled at working across multiple sites, managing, motivating and developing management teams.

• Contact Centre know-how – 22 years contact centre management, B2B & B2C contact centres, retail, financial services, utilities, outsourced services, client relationship management, corporate & directorate strategy setting & business planning, full P&L responsibility across all operational areas, development & delivery of centre from Greenfield site, call centre relocation, forecasting/ manpower planning, payment processing
  
• People Management – 22 years operational management expertise, responsible for up to 800 staff and budget of £ 20million, staff absence & attrition rates reduced, employee satisfaction improvements, multi- skilling, process documentation, staff rationalisation programmes
  
• Business development – Bid solutions architect for potential clients operations, design & development of new order taking platform increased revenue by 15%, customer satisfaction programmes, top performing debt collection & lowest cost customer service cost within industry type, chaired customer experience programme, client management
  
• Change management – cultural change & staff retention programmes, introduction of new CRM database (reduced staff attrition and recruitment costs), re-wrote call centre training packages & introduction of new training methodologies
  
• Technology know- how – subject matter expert (customer service representative) for replacement of ACDs with an IP telephony solution

If you would like to find out more about this person, or would like to discuss a resourcing need please call 01274 821111 or click here to send an e-mail.

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