Anthony Mcnally Email & Phone Number

Providing leadership and strategic management of the Customer Service Operations. Register Maintenance - ensuring that the GDC registers are accurate, with changes being made promptly and precisely. This includes leading the operational CPD and indemnity programmes. Annual renewal - I lead the collection of annual retention fees and associated processes for both Dentists and Dental Care Professionals. This includes third party supplier management.Customer Services - our frontline customer contact team, who provide support both over the phone and through written correspondence.

Operationally leading four Team Leaders and circa 50 Customer Service Advisers to deliver award winning customer service to a range of customers.

Responsible for the strategic management and leadership of the Contact Centre and Business Support functions. Managing a combined headcount FTE of 80 across the two areas, ensuring the delivery of award winning customer service both internally and externally.

Provided leadership and direction to a unit of circa 50 members of staff and directly line managed six Senior Customer Services Advisers and two Trainers. Responsible for the unit quality programme, training framework, supporting customer complaints and our voice of the customer insight programme.

Responsible for the design, delivery, and evaluation of all training within the Contact Centre unit. I trained and coached individuals to support their development; using a range of techniques and meeting a range of learning styles to stimulate and enthuse staff whilst encouraging them to take ownership of their own development.

Line managed up to 12 customer services advisers, allocated work across the wider team, monitored service levels in real time and worked to proactively keep them on track.

Provided excellent customer service over the telephone and through email. Provided accurate information, highlighting potential risk, accurately maintaining records and call logs.