Carl Nightingale Email & Phone Number

London Area, United Kingdom

London, United Kingdom

London, United Kingdom

This position was formed through the addition of the Membership Administration teams to my remit. I am now responsible for the strategic direction and advancement of the MDU's Membership Operation ensuring delivery of key service leading SLA's. I have driven many changes in the administration areas to improve both efficiency's and service to our members. In addition I have instigated a multi skilling programme across the telephony and administration areas to ensure cross function cover is available depending on where the demand. This has culminated in the amalgamation of the two areas.The Membership Contact Centre now consists of between 50 and 60 staff being managed by 6 Team Managers who report into me. In addition the Planning Manager now reports into me as does the Service Delivery Manager.We have achieved the Customer Service Excellence accreditation in 2014 which has to be reviewed, by an external adjudicator, each year. We have maintained the accreditation without issue each year.

London, United Kingdom

I manage the MDU's contact centre of between 25 and 35 FTE (dependent on the time of year) through 3 Team Managers. I ensure that our service and quality standards are being met and through astute management have improved our delivery of both. I have also worked on improving many process' and procedures as well as working on several projects to deliver changes such as the introduction of a home based team and the implementation of a new telephony platform. I have also introduced a development path, incentive scheme and team based competitions to improve attendance and staff retention. This has helped drive down absence levels to under 3% and attrition has more than halved.

Managing a team of Membership Service Advisors through complete process and culture change while maintaining service levels.Contributing to the change through the composure and implementation of new policies, procedures and processes for the department.Implementing performance management framework and benchmarks, improving efficiencies accross the department.Creating call quality criteria and on line scoring plan driving improvement towards the world class service goal.Introduction of data storage folder network and documents for ease of use and ensuring all needed information is to hand to manage the department.Reducing the need for paper use by creating and implementing on line forms for use within the department.

I am directly responsible for a team of up to 15 Agents and Specialist Agents with an indirect responsibility for up to 100 agents and Team Managers. My role involves overseeing the day to day management and running of the Call Centre and deputising for the Department Manager in their absence. Productivity and Service are two main drivers and I have ensured we can achieve each without negatively impacting the other through coaching, feedback, motivation and leading by example. On top of this I have worked on many projects and initiatives using LEAN thinking to improve and drive the department forward. Through this continuous improvement we achieved the Customer Service Centre of the year award in 2006 in the Welsh Contact Centre Awards and I personaly achieved a qualification in management.

I managed the deliveries department of 12 people dealing with delivery issues and questions. This involved bringing the service level up from 30% average to over 90% average through close management, coaching and assistance. I was soley responsible for the resuorce and monitoring of performance, developing various methods and spreadsheets to record the relevant information.

Bachelor Of Art'S Degree, Leadership And Management, 2:1

Education record

I recently achieved a NVQ Level 3 award in Management from the Chartered Management Institute.