Experience

• 

  Bullock Construction Limited

  • Yorkshire, Humberside, North East Regions

  • Customer Care Manager

    • Mar 2003 - May 2021
    • Yorkshire, Humberside, North East Regions

    KEY DUTIES:• Regional Customer Care Champion. Tasked with developing trust-based relationships with all key stakeholders. • Lead on and deliver a first-class customer experience through efforts of self and a highly skilled and motivated customer focussed team.• Recruit, select, and induct regional customer care staff.• Deliver customer care training courses and induction programmes to regional staff and subcontractors.• Secure partnering/other contracts via bid writing and presentation at client selection interview.• Lead at pre-contract workshops and strategy meetings with new clients.• Account manage key clients and continually review contract delivery. • Monitor, measure, and effect achievement of client Customer Satisfaction & Complaint KPI targets. Share results with teams and ensure best practice is replicated and barriers to success are removed. • Engage with residents, resident bodies, service users, and other stakeholders to develop relationships and determine community activity and PR opportunities. Thereafter project manage Community Impact & Corporate Social Responsibility activities. • Continual review and development of customer care practices and procedures. • Represent company at local/national events, conferences, trade shows and symposiums.ACHIEVEMENTS:• Promoted from Liaison Officer to Senior Liaison Officer in September 2003.• Further promoted to Regional Liaison Manager in April 2005.• Further promoted to Regional Customer Care Manager in June 2009.• As part of company Bid Team, I was instrumental in securing partnered social housing refurbishment contracts and new-build contracts/contract extensions with a combined value in excess of £350 million.• Lead the customer care team to exceed regional Customer Satisfaction KPI targets for 8 consecutive years (based on 83% collection rate from over 7,000 Customer Satisfaction Questionnaires).

• 

  Gasforce Technical Services Ltd

  • Bradford, United Kingdom

  • Key Account Manager/Senior Internal Sales Coordinator

    • Jan 1998 - Mar 2003
    • Bradford, United Kingdom

    KEY DUTIES:• Provide a full account management service to key national customers to include: Hanson Brick, Majestic Wines, West Ham AFC. • Develop, motivate, and supervise the Internal Sales team. • Devise and implement sales and marketing processes to support internal sales in core business areas.• Project manage supplementary marketing and business generation activity. ACHIEVEMENTS:• Evaluated existing sales support functions and implemented sales practices that generated 135K from internal sales of heating & hot water systems, plus 11K from cross-selling of 2nd Year service & maintenance contracts. • Promoted to Senior Internal Sales Coordinator in June1999.

• 

  Quadrant Training Ltd

  • Bradford, United Kingdom

  • Assistant Manager

    • Jan 1996 - Nov 1997
    • Bradford, United Kingdom

    KEY DUTIES:• Manage and develop of 14 members of staff.• Maximise funding available from Youth and Adult Training contracts. • Implement processes and procedures to ensure compliance with funding body, Quality, Health & Safety and Equal Opportunity requirements.• Source and secure additional funding opportunities.• Deputise for General Manager.ACHIEVEMENTS:• Full delivery of 1996/97 training contracts & securing a funding body performance payment of 88K plus 15% increase in value of 1997/78 contracts.• Implemented strategy which delivered an increase in paid work placements of 19K in first year.

• 

  Learning and Skills Council (Civil Service)

  • Bradford, United Kingdom

  • Youth & Adult Training Contracts Manager

    • Mar 1990 - Jan 1996
    • Bradford, United Kingdom

    KEY DUTIES:• Ensure supplier compliance with, and delivery of, Youth and Adult Training contracts. • Evaluate training programme delivery & report findings to Senior Training Manager. • Renegotiate contracts with training suppliers annually. • Market core programmes and local initiatives to employers and other key stakeholders. ACHIEVEMENTS:• Promoted from Claims Officer to Claims Supervisor in 1992. • Further promoted to Youth & Adult Training Contracts Manager in 1994. • Designed & implemented the “Sub-Contractor Monitoring Standard for 1994-95”.

• 

  xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

  • xxxxxxxxxxxxxxxxxxxxxxxxxxx

  • xxxxxxxxxxxxxxxxxxxxxxxxxxxx

    • Jan 1900 - Feb 1900
    • xxxxxxxxxxxxxxxxxxxxxxxxxxx

    xxxxxxxxxxxxxxxxxxxxxxxx