Aimee Armitage Email and Phone Number

A new family business project; working side by side with my husband offering a bed and breakfast service in the Lake District.  Delivering a highly reputable product and service with consistent results. In our first year we achieved a 3% increase in booking.com review scores and a massive 30% uplift in TripAdvisor top places to stay.

Responsible for the leadership of up to 180 people and the direct line management of up to 11 Team Managers. The driving force behind a clear and concise people strategy coupled with an effective and defined customer service strategy with achievable yet stretching targets. - Project lead a virtual team across the organisation, onshore and offshore, to deliver complaint handling compliance and improved results in line with the Ofcom General Conditions (GC14). Achieved a reputable 40% uplift in signposting to Alternative Dispute Resolution over a six-month period.- Restructured the Alternative Dispute Resolution model within the Complaints Departments after thorough research and self-education of the industry standard. Achieved a record of 7% increase in Alternative Dispute Resolution cases being won in full by VM with a £43K saving in budget.- Designed and lead the deployment of an Operational Performance Management Programme tackling the root cause of underperformance and devalued performance ratings. Achieved an astonishing 50% uplift in productivity and a 77% decrease in end of year appraisal appeals.- Achieved reputable employee engagement scores year on year with my personal highest at 86% against the organisations average that year of 66%.- Supporting people achieve their potential and get recognition for this both internally and externally through coaching, mentoring and talent management. Nominated and mentored a Team Manager for the North West Contact Centre Awards and achieved a highly commended result (second place).

Responsible for the leadership of up to 15 frontline advisors. Through effective coaching, leading by example and being a reliable point of escalation; deliver exceptional customer service and high performing teams.• Contributed to one of the largest high-profile projects within Virgin Media transitioning the mobile care function from Trowbridge to Manchester, taking the lead as Academy Manager. • Accredited circa 400 delegates through the Academy Programme into production over a 9-month period. The Academy Programme achieved the highest Voice of the Customer results across all our sites in Mobile and Cable at 88% with the 2nd highest coming in at 78% which was a key contributor achievement in my ECCCSA Team Leader Award.• Commended with the highest End of Year performance grading in the Team Manager population on site; making me 1 of 100 employees’ in Virgin Media that year to be rewarded with this grading.