Andy Colclough Email & Phone Number

United Kingdom

Specialist Tray FitterSpecialising in the fitting, removal and maintenance of internal trays and distillation equipment. Typical equipment worked on.Demister Removal and installValve-Sieve-Bubble cap-HD tray removal, repair and install. Structured and random packing install Other mechanical fitting works as required on any part of the job including removal and refit of RV joints, flange spading and working with hazardous materials and substances.Full vessel replacementsPipework disconnection and reinstallation Gantry installation Level gauge and level transformer install Site work experience PreemRaff -Gothenburg Neste Oil -FinlandPetrochem Careless- HarwichCF Fertiliser- HullEastham Chemicals- Cheshire Cargil- Manchester Training certification within Field.ECITB safety passportBreathing apparatus trainedConfined space medium Risk Abrasive wheels trained

Stoke-On-Trent, United Kingdom

Based in a Contact Centre setting, I support the Head of Guest Experience in being an advocate/voice for the Guest within ODEON. Listen to guests through the their survey feedback and complaints, and then drive change into the business to ensure poor experiences are eradicated and good experiences are turned into great ones. Through constant monitoring and review of all Guest touch-points ensure that all departments within the business are truly putting the Guest first.• Reshaped the company Customer Satisfaction Survey to produce more meaningful data, introduced KPI’s and a new incentive mechanism to drive improved satisfaction.• Introduced Customer Satisfaction Survey specifically for the ODEON Customer Service Centre to drive improved satisfaction locally on first point of contact.• Manage and monitor the Customer Survey providing reports and insight to the Head of Guest Experience.• Centralised customer complaints, managed the transition.• Improved company NPS by 30 points.• Responsible for all CEO complaint investigations.• Implemented company Customer Experience guidelines and training sessions.• Responsible for team of Customer Service Advisors / Social Media Team & Supervisors.• Steered Contact Centre Team into the ‘Top 50 Companies for Customer Service’ in 2014 and 2015.• Short listed for Customer Experience Team of the year at the 2015 European Customer Service Awards.• Short listed for Social Media Team of the year at the Call North West Contact Centre Awards in 2015.

Lead, develop and manage all aspects of the Guest Care Contact Centre Operation & Retail Help Desk. Drive delivery of a great Guest experience and achieve maximum revenue whilst running an efficient and cost effective operation.• Lead and manage a team of Multi skilled Contact Centre advisers.• Motivate, coach, mentor and develop the Contact Centre teams to perform through exhibiting the required behaviours.• Deliver an exceptional Guest Experience through the Contact Centre telephone, email and social media channels.• Drive operational performance and achieve a set of agreed KPI’s.• Drive revenue through direct selling to customers, up-sell & cross-sell opportunities.• Ensure the Health & Safety and security of all employees and company assets.• Drive continual improvement in the Contact Centre processes to maximise greater efficiency and improved guest satisfaction.• Lead and active participation in company projects involving the Contact Centre.• Undertake any of the other Guest Experience Team Manager roles as required.

Worked closely with the Head of the Contact Centre on forecasting and establishing the annual budget, gaining strong commercial and financial management skills.Analysed historical data and future predictions to determine payroll budget and targets.Deputised for the Contact Centre Operations Manager providing leadership and guidance to all teams.

Developed and managed successful, multi-channel marketing-led promotions via the Odeon film line and website.Increased revenue by introducing competitions and promotions on the film line in conjunction with the website and managed their seamless delivery.

Responsible for maximising multi-channel opportunities and on-line sales potential.Operated strategically by restructuring the shift patterns after analysing business levels and call patterns to achieve all service level agreements and key performance indicators.Worked proactively by introducing standby shifts to respond to the short notice increase in business levels.Responsible for the end-to-end recruitment process, driving up the quality of staff.One of six managers covering all shifts operating between 9am to 9pm seven days per week and with a staff of up to 90 people, demonstrating commitment and flexibility.

Manager in a Contact Centre which has inbound Customer correspondence via email, telephone, social media and letter. Additionally supporting Cinemas with technical help and advice. Delivering a high quality service within budgeted costs and meeting SLA's through having appropriate numbers of well-trained, motivated employees.Along with being involved in various projects throughout the company. Which include supporting the Marketing & IT Teams on business as usual tasks, working on three separate project teams which introduced a new website (www.odeon.co.uk) and implemented an industry first loyalty scheme. In 2008 helped to launch a new ticketing system which was integrated in-cinema but also the on-line, telephone and mobile sales channels.

Education record

Education record

Education record