Adam Ford Email & Phone Number

Edinburgh, Scotland, United Kingdom

Uk

Reporting into the Chief Operations Officer, responsible for management of multi-channel customer facing operations for HMLR. • Member of Senior Leadership Team, responsible for corporate objectives, participation and presenting to Executive Team, Board and wider leadership teams• Responsible for leading a senior management team incorporating Customer Support Centre Management, Resource Management and Planning, and a Quality and Training function• Senior Responsible Officer for Call Handling Project – centralising multi-channel customer facing operations into 2 locations from 14• Co-Author of Customer Services Strategy 2018- 2022, changing the culture of the organisation to be Customer Focused and supporting the Corporate Business Plan• Procurement of new systems, optimising existing contact centre technologies and implementing new solutions to drive performance and improved customer experience• Operations Directorate representative to People Committee, ensuing HR and Culture decisions across HMLR are considered for the 4500 people we have working across 14 sites• Steering group member for Assured Network, ensuring HMLR is an employer of choice and colleagues across HMLR can come to work in a safe environment for equality and diversity

Sheffield, United Kingdom

Contractor role brought in to set up an emergency contact centre in Sheffield, creating strategic design of delivery model to include 3 other centres across the UK.• Creation of 50 seat centre within two weeks• Created new partnership working with local recruitment company• Abandoned calls rate reduction from 60% to 15 % within 5 weeks

York, United Kingdom

A one year contract to support the Yorkshire East Division get back to 5 Star NHBC Status.• Mapped and implemented new customer journey, joining up Sales, Construction and Customer Care experience - re-aligning top five key processes• Engaged key stakeholders to be involved in the customer experience journey• Held workshops with the teams in positive thinking and best service practice• Division back to 5 Star Status NHBC Survey over 90% achieved within 6 months

Leeds, United Kingdom

To lead the strategic development, design and management of modern and centralised Customer Service function, including creation of a Customer Service Centre. • Business lead creating a 100 FTE Contact Centre which went live Aug 2013, merging customer services, repairs, neighbourhoods and income• Evaluation of improved neighbourhood process for the centralised centre• Author and implementor of new Complaints policy, improving performance• Project sponsor of Welfare Reform project, delivering income targets in a new way of working due to Government changes to Housing Sector• Achievement of Service Mark accreditation from Institute of Customer Services

Newcastle Upon Tyne, United Kingdom

Led set up and establishment of a Customer Insight Department to improve the customer experience across the UK for 50,000 homes and over 100,000 customers. Delivery of a robust service improvement plan, engaging stakeholders and all departments to use the insight and improve the customer experience enabling the customer voice to be heard across all touch points within the business, achieving fantastic results:• 12% increase in overall customer satisfaction to 92%• 22-point increase in Net Promoter Score (29-52)• Implemented new complaints policy, system and service standards• Over 800 customers using newly created online community to support insight and service improvement

Cumbria

Three-month contract to redefine customer services delivery through a multi channel customer service centre and four virtual centres for 950FTE. This contract was extended as I supported a wider cultural change programme to put customer services at the heart of the organisation.• Re-structured the contact centre creating operational efficiency and conducive centre working environment• Re-deployment of case workers to support front line services• Reduced Sickness within 3 months from 18 days to 3 days• Achieved Call Centre Accreditation (CCA)

Venerable English College, Rome

Explored possible vocation to the priesthood for 3 months, based in Rome, returned to the UK due to family circumstances.

Project manage the implementation of a contact centre and continuous service improvement plan. Reporting directly to the Executive Director of Customer Service I also reported to the project steering group chaired by the Chief Executive.• Won CCF awards Best Small Centre of Europe within 18months• Reduced induction from 6 weeks to 2 weeks, creating the ‘Voyage of Discovery’ a 12-month innovative development programme which was finalist for innovation programme of the year with Planning Forum• Host and master of ceremonies for resident open days for over 500 residents• Lead project manager for NC during Guinness merger creating a new project methodology for the Guinness Partnership• Project Managed the creation of a HR Service Centre

Salford Quays

A one-year contract to create a contact centre from a historically office-based environment. After a rigorous change programme, 18 local units nationally were merged into the centre, also managing the Belfast office which had different regulation.

Newcastle / Manchester

A promotion and relocation to Manchester to set up a helpline for a new client NHSU. I was responsible for the operational, client and account management of the pilot service. My ability to sensitively manage changes to headcount was recognised by the client as well as my organisation. Achieved Matrix standard for the helpline in March 2005.

North Tyneside

Initially employed as a Team Supervisor, within a few months I was seconded to training to support the management of induction role out and on my return given a secondment to look after a community. The community consisted of 120 staff which I was responsible for ensuring excellence of customer service provided whilst operating with the constraints and objectives of the business. The team was made up of Team Supervisors, team coaches and customer service advisors.

Cih Director Programme, Housing

Direct Final programme requires you to demonstrate your understanding of housing organisations and the context in which they operate. CIH.

Six Sigma Green Belt, Firebrand Training, Pass

Msc, Business Practice