Andy Rutter Email & Phone Number

Stockton-on-Tees, GB

Darlington, England, United Kingdom

Darlington, England, United Kingdom

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

Durham, United Kingdom

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.

Hartlepool

• 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

• 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.

• 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

• 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.
• 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

• 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