Andrew Johnson Email & Phone Number

Liverpool, Gb

Liverpool, England, United Kingdom

• Leading the overall management of strategic customer service improvements and change initiatives across all desk operations• Leading key business improvement and change programmes linked directly to our customer service strategy that then wrap into Openreach’s goals of better service, broader coverage and faster speeds. Reducing contact through improved operational grip, putting the right work in the right place and focusing on quality of work• Delivery of projects to time, cost and quality/scope• Own & deliver all aspects of analysis that will support any business cases and programmes in a self-sufficient manner, with an ability to manipulate and present complex data sets that will lead to the identification of programmes/ major change initiatives. • Drive active participation in continuous improvement waves at all levels of the organisation that delivers sustainable improvement including improved customer satisfaction• Working with our strategic partners and CPs, understanding core requirements, and then delivering on key actions, programmes & projects. Working with CP’s and CE Team to use analysis from programs to build better ways of working together • Effectively communicating with all levels of the business, specifically when you need to write and deliver informative papers to the Openreach senior committee• Manage and direct the virtual project delivery team and act as mentor and coach to offer guidance to subject matter experts working on the programmes• Provide a common point for the migration of best practice/ performance into wider activities to utilise best practice activity• Ensure change is managed in a standard and consistent approach across Customer Resolutions.This will be a by-product of the above • Developing and maintain an excellent relationship with key internal/ external customers and suppliers as appropriate for ongoing improvement initiatives/activities.

Liverpool, England, United Kingdom

Accountable leader who thrives on responsibility and working to KPI’s to create commercial success and improve customer experience. Inspirational leader who uses innovation and a growth mindset to revolutionise how we adopt our social media channels and empowers and develops colleagues to create more efficient ways of working. Key stakeholder management which allows effective collaboration between departments to get great results. Competent communicator in a variety of styles to fit different audiences and extensive work with external partners too.

North West, England, United Kingdom

Physical and virtual role leading a team of 15 Relationship Managers providing ongoing support, coaching and development to deliver exceptional customer service. Analyse and drive performance of financial solutions. Grow Barclays culture to ensure all colleagues work consistently towards the same objectives. Regularly observes and feedbacks to individual colleagues agreeing areas of strength and growth. Build a continuum of development activities with each team member. Build and maintain strong stakeholder relationships. Complete value adding one to ones. Monitor colleague conduct and act as oversight for regulatory products and compliance.• Self-motivated SME around lending, savings, investments, and mortgage achieving 27% commercial growth• Creative of development areas for colleagues leading to 33% uplift in career progression• Actively motivate, coach and support colleagues for their development and performance • Passionate about using data to analyse performance and keen to share to support business goal.• Enjoy route cause analysis to implement development areas• Lead, coach and develop the teams contact strategy increasing customer contact by 23%• Identifies and manages stakeholder relationships that maximises growth opportunities• Proactive Oversight Manage to govern compliance and regulation under MIFID scheme • Digital advocate, making sure digital channels and options are discussed during each interaction• Proactively maintain and grow commercial acumen for my regulatory environment• Act as a pioneer for inspiring change• Thrives with accountability for operational and risk management

Merseyside, England, United Kingdom

To establish, manage and develop relationships virtually and face to face with a portfolio of high-net-worth clients. Offering a suite of financial products, rewards, and services to support short and long term aspirations. Work collaboratively with internal colleagues to deliver an exceptional customer experience. Adapt and build external connections for acquisition achieving commercial growth. • Proactively managed 500 Premier Banking clients across Merseyside • Achieved 12% growth in mortgage, lending, and savings business each year• Individual NPS score of +40 for customer experienced• Digital Ambassador proactively educating customers growing digital engagement by 73%• 19% increase in customer acquisition referrals through external KBI’s • Regular analysis of personal performance, knowledge, and contact strategy to increase customer contact by 40% enabling a higher level of value adding conversations• Enthusiastic delivery of internal and external meetings to create advocates of premier proposition • Actively participate and lead 4 client events per year to maximise business growth and retention • Seek feedback to strive for improvement in products, policies, procedures and approach• Developing and promoting activities for colleagues to identify referral opportunities• Customer complaints ambassador working to agreed timescales and ensuring correct outcomes• Passionate about knowledge and owning and researching to grow my commercial acumen

Merseyside, England, United Kingdom