Reporting to the Director of Operations, responsibilities included the strategic and tactical management of the multi site and multi channel contact centres, driving and delivering operational excellence, working in partnership with internal and external customers to deliver industry leading Net Promotor Scores and customer experience.

Reporting into the Head of Customer Centricity I lead a 300+ FTE team specialising in customer service and high level complaints for all Carphonewarehouse and Talkmobile customers.My responsibilities include the strategic management of the multi site and multi channel contact centres, creating an empowering environment to deliver world class customer experience through results oriented performance management, working in partnership with internal customers to realise and continually develop their customer services vision.

Accountability of a 100 FTE Customer Account Management team, responsible for the strategic and tactical elements of British Gas Central Heating installations, people leadership, stakeholder management, operational performance and budget delivery, operational improvements, complaints root cause analysis and change programme delivery.

Ultimate accountability for the strategic and day to day leadership of a 70 FTE specialist team based within multiple sites, supporting all front and back office Contact Centre operations and 3rd party suppliers. Delivering:-An audit regime providing quality and compliance assurance, clarity of business risks linked to coporate and operational strategy,and performance review for Contact Centre process and policy, DPA, PCI, OFCOM regulation, Water regulation and Health and Safety at work act.Contact Centre quality monitoring, reporting and feedback, contributing to the development and delivery of improved Contact Centre delviery and Customer experience.Reponse to DPA Subject Access requests and police discolures.Customer Operations Fraud Intelligence plan, including investigations linked to fraudulent activity.Development, management and implementation of a risk framework, including business continutiy, IT disaster recovery & incident management planning, development & testing.Involvement in and project managing corporately sponsored 'lean' projects linked to compliance and customer experience.

Responsibility for Contact Centre Strategy, operational plans and KPI’s. Leading, motivating and developing a team of 12 team managers and 350+ contact centre agents, based at home and over multiple sites, providing a telephony and complaints response to United Utilities Customers billing enquiries, maximising cash collection and customer satisfaction.

Internally auditing and providing consultancy to Contact Centre Management teams in all aspects of operational management, service excellence, ISO, CCA, and EFQM.

Leading, motivating and recruiting a front and back office contact centre teams of 200+ staff and debt analysts on and off shore, to maximise debt recovery performance and meet contractual obligations.

Delivery of a major and corporately sponsored culture and performance change project to all Contact Centre front and back office operations throughout the UK and off shore, Reengineering and improving performance management processes, Contact Centre KPI’s, quality, customer and people satisfaction.

Day-to-day management, planning and recruitment of the Contact Centre back office teams (150FTE), strategically identifying areas for improvement and driving through change ensuring performance is maximised.