responsibilities as below plus business lead for internal and partner led projects and estate growth strategies

Responsible for B2B and B2C service delivery including new business implementation, client onboarding and account management, product ownership and business analytics

Responsible for Strategic Operations, Service Delivery, Supplier & Account Management, Business Analysis, Change & Process Management, Agile Development Product Owner, Compliance & QMSCo-wheels is the only independently owned national car club, providing low emission, hybrid and electric cars on a pay-as-you-go basis for organisations and communities across the UK.Trading as a social enterprise means a commitment to improve society and environment. Our primary focus is to help our members to save money, reduce car ownership and create a cleaner environment by making lower impact transport options available to everyone. Because Co-wheels is a Community Interest Company, we have no shareholders, which means we reinvest profit into our operations to expand and improve the service. Co-wheels now delivers car clubs in over 50 locations across the UK. We have a diverse range of operations, from city centres to villages. Some of our car clubs are used by local authorities and universities as pool cars for staff, whilst others focus entirely on being shared cars for local residents. We encourage local ownership of our operations which are sometimes run as community car clubs or as one of our social franchises.

• Management & development of multiple client campaigns from various business sectors including Financial services, Utilities, Gaming and Retail • Responsible for all financials within the Outbound Operation including P&L, Client ROI, Direct and Indirect Overheads, Negotiation with agencies to agree competitive rates and prioritisation of Preferred Supplier Lists• Management of multiple discipline teams including Cold/Warm sales, Welcome Calls, Collections and Retentions, Customer Services and Specialist 2nd Tier support• Creation & Implementation of Team Manager Development programme and operations wide agent PDP processes including recognising succession opportunities• Client Relationship Management to Senior Board Level• Full Operational Ownership in all day to day activities including the coordination of the Dialler & MIS teams and liaison with internal stakeholders to manage resources and budgets• Analysis and management of all change for the contract, completing and coordinating Change Requests & Impact Analysis • Dynamic management of contact quality through customer feedback, identifying development needs at individual, team and business level• Experience in managing campaigns on an outsource basis where revenue is generated by various methods including Cost Per Acquisition, Billed hours, additional increments for performance targets being met all whilst ensuring the client receives the appropriate ROI• Leading quality and sales improvement initiatives and development of monitoring tools, running coaching workshops for CSRs and Team • Proactive recommendations to Operational Delivery partners based on investigative, observed and quantified findings from Team Leader level through to Board level.

Interim Contract - Process & Service Improvements• Manage a growing team and ensure all customers receive a professional and efficient service• Lead the recruitment of additional Customer Service Advisors to manage increased volumes into 2013 and optimise efficiencies through coaching and development of staff• Shape the future direction of the team to create a market leading team of Customer Service professionals and brand ambassadors• Manage the Customer Service Team and ensure all tasks are fulfilled daily and on time through the development of CSR KPIs and working structures to ensure all activities are signed off and kept up to date• Work to a continuous improvement plan in conjunction with all stakeholders including the Head of Ecommerce, Directors and Web Managers, Activations, Buying and Merchandising departments.• Produce robust reporting tools which can be shared up to Board Level including ROI on Customer Service initiatives, Save rates & Order status and use these to ensure SMART action plans are implemented as required• Escalated call management including the handling of escalated calls where required and providing staff/stakeholder feedback to reduce further negative customer experience or reviewing process for root cause of escalation and setting out a remedial action plan as required• Ensure all refunds are processed according to procedures to minimise the risk of internal fraud/theft and to meet customer expectations• Introduction of proactive outbound contacts to reduce Out of Stock/ Not Available Deductions through the identification of suitable alternatives for customers and ensuring staff are supported through knowledge bases including enhanced size mapping guides and correlation of brands with similar values• Monitor abandoned baskets and ensure all procedures to convert to sale are followed• Introduction of proactive outbound piece to reduce deductions due to returns

• Maximising uptime of the product through appropriate application of systems in addition to setting of daily and longer term delivery targets for site staff• Co-ordination of repair and maintenance of faulty equipment through liaison with internal and external partners, ensuring incoming revenue is maintained and high revenue locations are identified as priority sites• Proactively managing customer experience, feeding back to the business any relevant issues and identifying solutions to increase customer satisfaction, both external and internal• Manage IT systems to ensure smooth running of site and to ensure accuracy of stock levels and security including the housekeeping of data, sanitizing and clarification of data• Ensuring weekly, monthly and quarterly budgets are met and exceeded, identifying opportunities for improvement and proactively managing revenue affecting issues to reduce risk• Managing relationships with local trust at staff, management and directorship level• Identifying opportunities for business development through LEAN principles• Monitoring, coaching & development of staff through SMART development plans• Review and analysis of MI data on a daily weekly and monthly basis to identify trends in customer activity, location behaviours, equipment performance and business activity• Collation and feedback and distribution at regional level of MI relating to internal departmental issues affecting operational sites• Development of MI tools including daily dashboard at site level and of electronic format staff coaching tools

• Managing the Adviser Discretionary Fund process in co-ordination with other JCP stakeholders by conducting interviews with clients and assessing their needs and identifying appropriate or inappropriate cases and awarding accordingly. • Managing the MFA process, booking of and conducting interviews with customers are suspected of working and ascertaining reasons for erratic attendance to mandatory interviews• Managing the collation of data, trends and analysis of MFA and ADF workflows and leading the LEAN development of processes within the team • Identifying new opportunities to develop tools in supporting advisors and jobseekers alike to enhance chances of employment• Managing a caseload of clients at all stages of JSA claim from new claims to long term unemployed• Managing local change control including impact analysis, coordinating implementation and assessing success through post implementation review• Local Project Lead for the implementation of Flexible New Deal including process review of all local processes and redesign where required

• Management of 100+ FTE contact centre including inbound, outbound & email correspondence• Setting development plans for Team Managers & CSRs in line with personal and business objectives• Two way management of SLAs reporting issues to the client in a realtime environment• Analysis and management of all change for the contract, completing and coordinating Change Requests & Impact Analysis • Dynamic management of contact quality through customer feedback, identifying development needs at individual, team and business level• Management of recruitment process from CV selection through interview and associated selection processes• Project management of major corporate rebrand and other brand orientated initiatives• Development of client knowledge systems based on current call drivers ensuring staff have relevant access to problem solving systems• Managing start up projects to introduce specialist and general business teams including the training of new and legacy staff• Proactive development of KPIs and reallocation of resources to ensure appropriate ROI for the business and value add objectives are met for the client• Leading quality and sales improvement initiatives and development of monitoring tools, running coaching workshops for CSRs and Team • Proactive recommendations to Operational Delivery partners based on investigative, observed and quantified findings from Team Leader level through to Board level.• Regular review of intraday and forecasts against actual trends to ensure resource planning is effectively managed to the needs of the business• Creating business proposals for new initiatives including costings, training and success criteria setting through stretch targets and ROI achievements. • Lead, document and participate in daily meetings with the operational team to review performance, improvement suggestions and agree action plans where appropriate. .