Brian Shuttleworth

Practice Lead - CX and Ops | Davies Resourcing at Davies Resourcing
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Contact Information
us****@****om
(386) 825-5501
Location
Ashford, England, United Kingdom, GB
Skills

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Kelly Fox

What can I say, where do I start!! Exceptional service from Brian from start to finish. Completely hand held, supported and updated me throughout the whole process. To companies looking for a professional company to represent your brand and to look after your potential employees, look no further! To job seekers, you're in nothing but good hands. Thanks Brian for helping me secure my dream job, its been an absolute pleasure!!!

Rafael Franco

I had the fortune to be contacted by Brian for a new project. I am so greatful about the continuing support and follow up from Brian to make sure I had all I need to be successful in this project. He always has a plan B and provides support and the extra mile you may expect when building a business relationship. Thank you Brian!

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Credentials

  • Judge at the UK Customer Experience Awards
    Awards International
    Oct, 2021
    - Oct, 2024
  • Financial Planning Certificate I,II & III
    Charterd Insurance Institute
    Jan, 1998
    - Oct, 2024

Experience

  • Davies Resourcing
    • United Kingdom
    • Staffing and Recruiting
    • 1 - 100 Employee
    • Practice Lead - CX and Ops | Davies Resourcing
      • Mar 2020 - Present

      Davies Resourcing, helps our clients across insurance and financial services industries to help accelerate change through sourcing the specialist skills they need on a Permanent, Flexible and Managed basis. Working within our Search business, I head up the CX & Digital Operations Practice and welcome any opportunities to engage with professionals within the following disciplines: • Customer Service• Sales & Retention• Resource Planning & MI• Operational Excellence & Change• Vendor Management• BPO ProfessionalsFor further information on Davies Resourcing and our current vacancies please e-mail me at brian.shuttleworth@davies-group.comDavies Resourcing is part of the wider Davies Group who provide specialist operations, consulting and digital solutions to over 500 firms. Enabling us to leveraging an unrivalled network of relationships to identify, reference and source the very best talent across our areas of specialism.This role is ongoing from my time at Ember Group due to Davies Group acquiring Ember

  • Ember Group
    • United States
    • E-learning
    • Practice Lead - CX and Digital Operations - Ember Search
      • Jan 2015 - Mar 2020

      We source and represent the leading talent working in Customer Experience and Digital roles.We are specialists in sourcing the people who shape, create and manage the experience customers have when engaging with organisations.As part of the Ember Group, we enable our clients to tap into the leading network in the CX & Digital industry to source both individuals and teams on either a short term or permanent basis.We source talent in the disciplines we know best and have personal experience of working in.I head up the CX & Digital Operations Practice and welcome any opportunities to engage with professionals within the following disciplines: • Customer Service• Sales & Retention• Resource Planning & MI• Operational Excellence & Change• Vendor Management• BPO ProfessionalsFor further information on Ember Search and our current vacancies please e-mail me at brian.shuttleworth@embersearch.com

    • Specialist Consultant
      • Jul 2012 - Dec 2014

      Ember Services is a strategic customer management consultancy delivering improved and clearer customer management strategies and operational delivery solutions for its clients. Critically these strategies are based upon a hard and robust understanding of what drives optimum performance in customer service and sales operations.Ember goes beyond raw performance data to answer the questions that really affect business success like:* What drives value?* Where are my resources and effort being wasted?* How does my brand compare with its competitors?I worked on a major public sector contract as part of a operational and strategic contact centre transformation.Previously worked in the LOCOG (Olympics) outsourced contact centre with HGS. My role was as a Senior Operations Manager with up to 140 FTE on a 5 week fixed term contract. Overall accountable for operational SLA and quality delivery across two sites. Line management of Operations Managers and team of 9 team managers. Providing additional support and senior operational focus in the run up to and during games live periods.

  • Serco
    • France
    • Oil and Gas
    • 1 - 100 Employee
    • Client Delivery Manager
      • Nov 2011 - Jun 2012

      Responsible for the Citroen UK and Ireland Customer Services with key accountability for the Front Desk team. Based on the client site in Citroen UK Head Office - Slough. Due to relocation of the Citroen Contact Centre to Coventry I moved on from this role. Responsible for the Citroen UK and Ireland Customer Services with key accountability for the Front Desk team. Based on the client site in Citroen UK Head Office - Slough. Due to relocation of the Citroen Contact Centre to Coventry I moved on from this role.

  • Arvato UK
    • United Kingdom
    • 1 - 100 Employee
    • Account Manager
      • Jan 2011 - Nov 2011

      Responsible for managing Renault UK & Ireland Customer Services Front Office and part of the initial project set up team. Provided key input into the launch of full video chat for Renault UK. Responsible for managing Renault UK & Ireland Customer Services Front Office and part of the initial project set up team. Provided key input into the launch of full video chat for Renault UK.

  • The Listening Company
    • United Kingdom
    • Outsourcing and Offshoring Consulting
    • 100 - 200 Employee
    • Client Delivery Manager
      • Apr 2008 - Nov 2010

      Management of the Southeastern and Southern rail customer services covering 50 FTE 24/7, 364 days a year. Delivery to client service levels and commercial objectives. Responsible for maintaining delivering revenue of £1.4 million per annum alongside continuous improvement and value add for the clients.

    • Consultancy Project Manager
      • Mar 2007 - Mar 2008

      : Managing all TLC Tele-Staffing projects and project management of implementation of TLC CRM systems onto client sites. Tele-staffing included Mecca Bingo, NCP, Gala Bingo and Lloyds TSB with up 60 FTE across the whole tele-staffing estate. Consultancy services to in-house contact centres including Honda and Metropolitan Housing Trust.

    • Project Manager
      • Nov 1999 - Mar 2007

      Responsible for whole project set-up with system, process design and recruitment and training. Managed a wide range of FTE team size from 18 on Volkswagen to 200 on Sky. Volkswagen also included the management of the fulfillment supplier. Day to day senior client liaison and reporting. Other clients include Cahoot, British Gas, Lloyds TSB, Halifax Card Services, Sainsburys, Assertahome.com (tele-staffing), Colt Telecom, Silicon.com and BUPA

  • Bupa
    • United Kingdom
    • Hospitals and Health Care
    • 700 & Above Employee
    • Health Care Manager
      • 1997 - 1999

      Responsible for 20 FTE and 2 Team Leaders to meet sales targets for pmi sales. I was awarded Health Care Manager of the Year 1998 and my team won 2 out of 3 of the incentive prizes in 1998 for team sales performance. Responsible for 20 FTE and 2 Team Leaders to meet sales targets for pmi sales. I was awarded Health Care Manager of the Year 1998 and my team won 2 out of 3 of the incentive prizes in 1998 for team sales performance.

Education

  • Spelthorne College, Ashford
    A Level Law, Business Studies
    1986 - 1988
  • Matthew Arnold School
    1982 - 1986

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