Experience

Computershare UK

• United Kingdom
• Financial Services
• 700 & Above Employee

• Communications Centre Manager

  • Sep 2014 - Present



Babcock International Group

• United Kingdom
• Defense and Space Manufacturing
• 700 & Above Employee

• Customer Help Desk Manager

  • Jan 2012 - Aug 2014

  Strategic and operational managment of multi-site, multi-contract (public and private sector), multi-channel, CCA Global Standard accredited, ISO 22301 certified customer contact centre of c.50 FTE, within a fast moving FTSE100 company. Responsible for £1m+ budget, operational delivery, KPI compliance, customer satisfaction, process design, training and development, resource management, client relationship management and OLA/SLA development. Strategic and operational managment of multi-site, multi-contract (public and private sector), multi-channel, CCA Global Standard accredited, ISO 22301 certified customer contact centre of c.50 FTE, within a fast moving FTSE100 company. Responsible for £1m+ budget, operational delivery, KPI compliance, customer satisfaction, process design, training and development, resource management, client relationship management and OLA/SLA development.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• South West One - Operations Manager

  • Dec 2008 - Jan 2012

  Strategic and operational management of a multi-discipline, multi-channel customer contact centre, comprising 45 Customer Service Advisers and Team Leaders, providing services on behalf of Somerset County Council and Taunton Deane Borough Council, in partnership with IBM. Strategic and operational management of a multi-discipline, multi-channel customer contact centre, comprising 45 Customer Service Advisers and Team Leaders, providing services on behalf of Somerset County Council and Taunton Deane Borough Council, in partnership with IBM.



Somerset County Council

• Government Administration
• 700 & Above Employee

• Operations Manager

  • Nov 2004 - Dec 2008

  Operational management of virtualised customer contact centre of 22 FTE spanning three locations. Managing internal customer and contractor relationships and performance against KPIs. Managing transition into new joint venture company arrangement. Planning, design and implementation of new services.

• Team Leader

  • Feb 2004 - Nov 2004

  Operational and line management of team on 12 Customer Service Advisers in a multi-channel contact centre, providing services on behalf of Somerset County Council.



Department for Work and Pensions (DWP)

• United Kingdom
• Government Administration
• 700 & Above Employee

• Technical & Skills Trainer

  • Apr 2002 - Feb 2004

  Delivery of core skills/technical training across multiple sites, involving interpretation of varied/complex legislation within an ever changing organisational landscape. Development and delivery of ad-hoc events, often at very short notice. Delivery of core skills/technical training across multiple sites, involving interpretation of varied/complex legislation within an ever changing organisational landscape. Development and delivery of ad-hoc events, often at very short notice.



Care Direct Somerset

• Taunton

• Customer Adviser (Benefits Specialist)

  • Nov 2000 - Apr 2002

  Specialising in state benefits, but providing holistic multi-agency advice on a number of areas covering including health, housing and finance as part of a new partnership initiative between DWP, NHS, local councils and voluntary groups, targeted at people aged 60 and over, and/or their carers. Included outreach and promotional activity. Specialising in state benefits, but providing holistic multi-agency advice on a number of areas covering including health, housing and finance as part of a new partnership initiative between DWP, NHS, local councils and voluntary groups, targeted at people aged 60 and over, and/or their carers. Included outreach and promotional activity.



Department for Work and Pensions (DWP)

• United Kingdom
• Government Administration
• 700 & Above Employee

• Customer Adviser

  • Oct 1999 - Nov 2000

  Providing technical advice on and registering new claims for a multitude of state benefits as part of the newly launched 'One' contact centre initiatives, which evolved into Jobcentre Plus. Involved specialist enquiries for 16/17 year old clients, and cold calling activities.

• Executive Officer

  • Nov 1998 - Oct 1999

  Line managing a team of 8 experienced benefit claims processors, making Secretary of State decisions/authorisations. Responsible for tracking and reporting on performance against key indicators (e.g. claims clearance target times). Dealing with escalated calls, complaints and MP questions.

• Administrative Officer

  • Jun 1994 - Nov 1998

  Processing new claims for Sickness and Invalidity Benefit (later Incapacity Benefit), and Severe Disability Allowance. Responsible for maintaining existing claims and customer relationships, creating manual payments or taking other intervention action where necessary and liaising with other benefit departments/offices.

• Administrative Assistant

  • Nov 1992 - Jun 1994

  Providing general administrative support and initial registration of new claims for a variety of benefit departments.