Head Of Customer Service

• May 2022 - Present

Customer Relationship Management Manager

• Jun 2021 - Apr 2022

• Responsible for implementing and embedding CRM throughout the business• Ensuring that the CRM software and the business processes were aligned to promote enhancement in both• Improving both retention and recruitment of customers by providing engaging customer journeys• Project manage significant enhancements in the system and it's integration with other systems and processes• Oversee the day to day administration of the CRM (Zoho)• 2 direct reports • Responsible for implementing and embedding CRM throughout the business• Ensuring that the CRM software and the business processes were aligned to promote enhancement in both• Improving both retention and recruitment of customers by providing engaging customer journeys• Project manage significant enhancements in the system and it's integration with other systems and processes• Oversee the day to day administration of the CRM (Zoho)• 2 direct reports

Head of Sales and Customer Service

• Feb 2019 - Jun 2021

• • Accountability for sales, customer service and operational performance of the entire Heating Services division• Developing and delivering on strategy focusing on improved customer service, product enhancements and leaner operations• Maintenance of key partner relationships and creating opportunities for our mutual benefit• Promoting the engagement and NPS of all Heating Services colleagues• Ensuring regulatory compliance relating to energy sale/supply, safety and data protection • 5 direct reports, 85 FTE (mix of Sales, Routing and Engineer teams)

Regional Sales and Service Manager

• May 2016 - Jan 2019

• Responsible for sales and service performance within the Domestic Heating Oil market in the South East of England• Charged with determining customer strategy in line with business objectives including consideration of customer channels, customer experience, service levels (and resourcing), supporting technology • Leading cultural change within my business area and influencing beyond it • Providing a vision for staff and baseline expectations for their roles whilst also creating longer term pathways for training and career development• Introduce best practice methods and processes to the contact centre in areas such as planning, recruitment, training, coaching and performance management

General Manager - Customer Service

• Feb 2014 - Mar 2016

• Development and implementation of departmental and customer service strategy and plans to meet the overall APT Brand and Customer Communications Strategy • Achievement of departmental KPIs including sales targets, conversion targets, grade of service, customer service targets and standards and other commercial and administrative targets • Promotion of a continuous improvement and customer-centric culture • Development of the Customer Service team to achieve high standards of performance, retention and growth for individuals

Project Business Lead

• Sep 2011 - Jan 2014

• Business Lead on Salesforce.com CRM implementation through to BAU Administration• Contact Centre planning and reporting (including forecasting, resource planning and service insight)• Reporting and MI production (and presentation to Stakeholders)• Ad Hoc and targeted analysis driven by current business imperatives and issues• Analysis of existing customer profiles and segments to facilitate Marketing campaigns and understanding

Workforce Planning Manager

• Jun 2007 - Aug 2011

Managed a team of Workforce Planners and Analysts responsible for forecasting, capacity planning and scheduling of UK Centres of Excellence - Claims.• Embedded central planning within Aviva Claims ‘Centres of Excellence’ for the first time, allowing bottom-up budget-setting for our Centres.• Established excellent relations with Contact Centres via the provision of credible information and innovative planning options.• Resolving technically complex issues/activities within the area of resource optimisation, work measurement and forecasting• Successfully implemented plan for claims areas to incorporate Back Office (as well as Front Office) staff• Responsibility for relationships with Contact Centre Business Managers and managed stakeholder relationships within Operations, Finance, Marketing and Actuarial• Accountable for key outputs of a team of 6 planners creating Demand Forecasts, Capacity Plans, Resource Plans, Schedules and Plan Reviews• Ownership of planning governance cycle and chairing key forums

Contact Centre Manager

• May 2006 - May 2007

Managed all facets of the Sales function within the Contact Centre. This included responsibility for Planning, Training and Sales performance of the area and the 110 FTE within it. • Drove cultural change within Centre towards greater customer focus• Managed successful implementation of new browser based sales system• Implemented and managed to revised set of KPIs (based on Customer metrics) throughout the Centre• Planned FTE requirements and managed to budgets • Promoted increased co-operation and shared vision between Planning, Training and the Sales & Service teams• Provided greater focus on demand forecasting and linked to budget setting for the first time within the business• Initiated the creation of on-going and individualised training and the establishment of a product information repository for sales staff

Contact Centre Manager

• Sep 2002 - May 2006

Managed the Contact Centre operation for International, Domestic and Day Tours reservations of 50 FTE.• Implemented successful projects including office rationalisation (centralisation) and new sales system • Provided sales focus that supported repeated year on year sales growth• Planned FTE requirements and managed to budgets • Established KPIs for Team Managers and advisors that were focused on sales and customer service • Built strong and capable leadership team within the Centre