Experience

Connect

• United Kingdom
• Retail
• 100 - 200 Employee

• Customer Service Director

  • Nov 2019 - Present



Yell

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Contact Centre Manager - Customer Resolutions (Service, Complaints, Retention and Collections

  • Jun 2017 - Jul 2019

  Reporting into the Director of Service, managing 90FTE, across two locations within an inbound outbound blended multi-skilled environment. Relationship management of onshore Debt Agencies and offshore Partners, delivering back office support (with visits to the India operation). Leading of all forms of customer service including complaints, cancellations and non-payment. Specialised teams working alongside the Legal department to comply with industry regulations for high level CEO complaints and miss-selling allegations Responsible for delivering Operational KPI’s and Service Levels, by leading and mentoring managers to develop people capabilities through quality frameworks, coaching and performance programs. Passionate about creating a People culture with engagement and development at the centre of the operation, achieved through collaboration programs, reward schemes, centre incentive and communication events. Collaborating and influencing support functions to optimise resource by effectively forecasting, capacity planning and create schedules to match customer demand. Accountable for the end to end customer journey, analysing trends, monitoring customer profiles and behaviours to develop and deploy agile strategies to continually improve operational performance and customer satisfaction. Recommended and influenced longer range change plans to the operating models, policies and processes, to prevent future brand impacts Lead of a transformation project, changing the customer model to a multi-skilled operation, blending Collections, Retentions and Complaints into a single Customer Resolutions function. This delivered a 20% reduction in headcount and significantly improvements to service levels and customer satisfaction.. Operational lead in multiple consecutive business-wide projects, creating highly successful change plans. Show less



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Strategic Operations Manager

  • Jan 2013 - Jun 2017

  Responsible for all elements of the Customer Collections Operation of 150FTE, across an Inbound, Outbound function and Outsource PartnersEnsuring Support functions were effectively forecasted and scheduled to demand, optimising efficiencies through multi-skilling, minimising wastage and recruiting in-line with budgets and attrition trendsResponsible for driving the delivery of outstanding performance by exceeding functional KPIs of PCA, Customer Facing Time, Conversion, Debt and Customer Churn - Achieved through the introduction of performance management model that centric to individual coaching, support and development.Passionate about creating a culture with people engagement and development and responsible for improving the employee engagement by implementing People and Management Collaboration Programs, Reward Schemes, Centre Incentives and Communication EventsAccountable for the end to end customer journey and collaborating with support functions to identifying opportunities to improve the quality of the customer experience and reduce expenditure. Operational lead in multiple consecutive business-wide projects, creating highly successful implementation plans to introduce change whilst minimising risk to customer satisfaction Show less

• Operations Manager

  • Jan 2008 - May 2013

  Responsible for successfully leading 70FTE with the Outbound Collections Centre, including a specific function of Debt PreventionExperienced in leading and developing managers to successfully drive their teams to deliver Performance Management and a quality customer experienceManaging the operation day to day to achieve department KPI's including PCA, Customer Facing Time, Shrinkage, Conversion, Debt, Customer Churn Tracking debt performance to identify trends and establish any down turns to implement dialler strategies to target specific customers Review schedules, deviation and restriction forecasts to determine correct resource to achieve debt performanceSuccessfully merged operational models following the closure the Luton and Nottingham sites, effectively forecasted FTE requirements, including the changes in working practices due to unproductive reporting and minimal contact rates Committed to the engagement of my teams by conducting monthly focus meetings direct with the agents to provide a forum to understand challenges to provide solutions for continuous improvementCreated, budgeted, proposed and implemented a new bonus scheme specifically driving the departmental objectives. This presented an increase of 9% in ConversionActively involved in departmental and business-wide projects Show less

• Debt Prevention Team Manager

  • Oct 2006 - Jan 2008

  The department monitors customers telephony accounts for unusual usage through 8 different report streams to mitigate the potential risk of non paymentResponsible for managing a team of 14 FTE and departmental workloads inline with business SLA's Successfully transformed the department's productivity by conducting a full review and implementing new working practices. This included changing operational hours to maximise the customer contact opportunities, scheduled the outbound dialler hours during key contact times, filtered the reports to remove low risk customers, introduced accounts per hour measures and bonus scheme. This resulted in a increase of contact rate by 33% and cash collection of 154% Show less

• Collections Team Manager

  • Jul 2004 - Oct 2006

  Lead, coached and developed team of 12 collections agents to achieve individual objectivesAdopted robust absence and performance management processes to deliver team and department goal'sActively worked within a team of managers to maintain day to day departmental KPI's including conversion, cash collection and PCA



Freedom Group

• Insurance Account Manager

  • Nov 2001 - Oct 2003

  This division of the business provided emergency maintenance services, through an Insurance policy provided by National Electricity Companies Managed the PowerGen account, responsible for monitoring the service provided by the National Operations Centre and maintenance contactors inline with service level agreementsProviding claims history, direct debit payment, financial and management reportingResolving customer complaints, whilst continually developing processes and procedures to improve the customer experience Show less

• National Operations Manager

  • Jan 2000 - Nov 2001

  Following a business merger, the Operations Centre was relocated to Wakefield from Birmingham, here I was responsible for 14 call operatorsRestructuring multi-functional department to support all Freedom subsidiary companies, departments and external customersImplemented new database work management and ACD call networking system to improve efficiencies and customer experience Established productivity measures and performance management processesResponsible for continually developing processes and procedures to improve customer satisfactionCollaboratively worked with the training department to develop comprehensive learning material Show less

• Operations Manager

  • Sep 1998 - Jan 2000

  Managing a team of 6 call operators, accepting and processing emergency maintenance requests within SLA's, for national account clients including Thomas Cook, JJB Sports, Matalan etcResponsible for training & coaching of the team, whilst continually developing processes and procedures to improve the customer experience