Ben D. Email & Phone Number

● Appointed to the role to oversee the entire group service desk providing Tier 1 and Tier2 support for all brands owned by the Travis Perkins Group; due to commitment andachievements exhibited in the role selected to direct the entire demerger of threebusinesses from the group through stakeholder management● Achieved recognition in the role by highlighting time and cost efficiencies, includingautomating various processes as well as delivering a new telephony● Supported… Show more ● Appointed to the role to oversee the entire group service desk providing Tier 1 and Tier2 support for all brands owned by the Travis Perkins Group; due to commitment andachievements exhibited in the role selected to direct the entire demerger of threebusinesses from the group through stakeholder management● Achieved recognition in the role by highlighting time and cost efficiencies, includingautomating various processes as well as delivering a new telephony● Supported with delivering data driven insights by redesigning the customer portal toobtain more qualitative data● End to end management of services provided to Wickes and The Highborne Group● Devised and executed operational and service delivery strategies to promote first classexperience for all customers which led to achieving a customer satisfaction rating of 98%● Regularly analysed workload and team productivity to plan resources to ensure efficientdelivery and met agreed service levels● End-to-end ownership of all parts of the project lifecycle from ideation/initiation andestimating through to design, execution and benefit realisation● Ensured end user functionality by developing IT documentation for policies and end usersupport● Chaired the TP Proud Network for LGBTQIA+ colleagues and allies, built partnershipswith other diversity and inclusion networks within the company, driving the culturalchange within the industry● Accountable for the training and direct management of team members, maximisedproductivity through ongoing performance monitoring and review Show less

Northampton, United Kingdom

Recruited, developed and managed a high performing team of service desk analysts,continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes andregular 1-2-1s● Put forward recommendations to resolve escalations and provide meaningful resolution● Regularly called upon to serve as Service Desk Manager to lead the department in theirabsence● Continuous monitoring and… Show more Recruited, developed and managed a high performing team of service desk analysts,continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes andregular 1-2-1s● Put forward recommendations to resolve escalations and provide meaningful resolution● Regularly called upon to serve as Service Desk Manager to lead the department in theirabsence● Continuous monitoring and reporting on department performance against agreedtargets● Redesigned customer facing portal to provide more detailed information, which enabledthe service desk to triage and process IT queries and issues more quickly Show less

Northampton, United Kingdom

• Provided guidance to colleagues and covered for team leaders and their responsibilities in their absence.• Escalated incidents and requests if they are outside the agreed SLA and increased priority when necessary.• Provided clear and concise statistical reports to the team leaders on a weekly basis.• Created an engaging environment to work in, where people feel respected, valued and committed to achieving the team goals.• Completed projects within the agreed time and delivered… Show more • Provided guidance to colleagues and covered for team leaders and their responsibilities in their absence.• Escalated incidents and requests if they are outside the agreed SLA and increased priority when necessary.• Provided clear and concise statistical reports to the team leaders on a weekly basis.• Created an engaging environment to work in, where people feel respected, valued and committed to achieving the team goals.• Completed projects within the agreed time and delivered training and knowledge required to the desk.• Communicated new changes that will affect the service desk or any processes supported or owned by the desk.• Ensured high priority incidents are identified and communicated in a timely manner as per the Major Incident Escalation Process.• Directed complaints to the customer service satisfaction analyst if escalated.• Liaised with support teams to ensure incidents are completed once they were raised but no longer within the service desks remit. • Monitored various methods of contact from customers such as email, phone, chat, portal and walk in. Show less

Northampton, Northamptonshire, United Kingdom

• Resolved the majority of incidents on first contact through effective questioning which resulted in establishing the issue quickly.• Effective continuous communication to the user to ensure Service Level Agreements were not breached.• Provided the first line IT response for the majority of IT systems within the entire business. • Accurately recorded the incident and if needed, assigned the incident to the relevant support team to resolve if the issue was greater than the ability… Show more • Resolved the majority of incidents on first contact through effective questioning which resulted in establishing the issue quickly.• Effective continuous communication to the user to ensure Service Level Agreements were not breached.• Provided the first line IT response for the majority of IT systems within the entire business. • Accurately recorded the incident and if needed, assigned the incident to the relevant support team to resolve if the issue was greater than the ability of the Service desk.• Shared knowledge with other colleagues via an in house knowledge base.• Ensured priority incidents are communicated in a timely manner as per major incident escalation process.• Assisted with providing training to new colleagues. Show less

Tasked with developing and delivering various training materials to training delegates. Delivered one to one coaching sessions to team members. Trained team to understand the importance of Financial Conduct Authority and Prudential Regulation Authority, while enhancing their knowledge of the customer journey to ensure that the best customer service was delivered at all times. Maintained a positive moral and continuous learning cycle through motivational and developmental feedback, balanced with… Show more Tasked with developing and delivering various training materials to training delegates. Delivered one to one coaching sessions to team members. Trained team to understand the importance of Financial Conduct Authority and Prudential Regulation Authority, while enhancing their knowledge of the customer journey to ensure that the best customer service was delivered at all times. Maintained a positive moral and continuous learning cycle through motivational and developmental feedback, balanced with constructive feedback and incentives for the team, giving the team focus and drive to achieve excellent results. Show less

Northampton

Reviewed and processed client paperwork following strict regulations to ensure that all claims were handled correctly and to the highest quality. Wrote bespoke response letters to customers, while working and performing redress calculations, maintaining a required level of technical competence though personal development.