As specialists in Customer Care, we provide managed outsourced consumer care for FMCG brands. We are all about connecting customers and consumers to the brand, so they feel valued, stay loyal and tell their friends whilst protecting the brands reputation.

Customer Service Review & Transformation Project for Luxury Retailer

This new position, responsible for the store customer service team and management of over 48,000 customer enquiries per year; focused on complaint reduction and improved service measure scores. During my 5 year journey I reduced complaints by 32% and improved service measurement scores by 14% whilst turnover increased by 36% • My role grew to include responsibility for Harrods.com customer service, order and fulfilment teams managing in excess of 65,000 contacts per year and the… Show more This new position, responsible for the store customer service team and management of over 48,000 customer enquiries per year; focused on complaint reduction and improved service measure scores. During my 5 year journey I reduced complaints by 32% and improved service measurement scores by 14% whilst turnover increased by 36% • My role grew to include responsibility for Harrods.com customer service, order and fulfilment teams managing in excess of 65,000 contacts per year and the fulfilment of over 90,000 orders. • Owned the relocation and restructure of Customer Care centre to deliver an enhanced customer experience providing an efficient profitable centralised team, and offering a central point of contact for any escalated issues to include the Chairman’s and Directors offices.• Key areas of responsibility included a team of 42 including 4 direct reports across four key areas customer service/experience for store and harrods.com, store information hosts/concierge desk and the Guest Shopping department (internal service measurement programme).• Responsibilities included setting strategic direction of customer service for both store and on-line. My brief included transformation of the current on- line customer experience whilst maximising sales by getting more from current resource. In addition own strategic and practical approach including the ongoing review and delivery of a best practice, innovation and technology, including full management of department P&L.• Responsibility for Interpretation and presentation of customer insights together with service results at regular employee forums and internal communications. Show less

Responsible for setting strategic direction of customer service for 278 national photographic stores. Focus was on complaint reduction and improved service measurement scores.Ownership of raising Customer Service profile throughout the business, providing a central point of contact for store managers offering support and consistent approach to customer related issues.Working with training, operations, processing and repair centres to review and deliver best practice. Designed… Show more Responsible for setting strategic direction of customer service for 278 national photographic stores. Focus was on complaint reduction and improved service measurement scores.Ownership of raising Customer Service profile throughout the business, providing a central point of contact for store managers offering support and consistent approach to customer related issues.Working with training, operations, processing and repair centres to review and deliver best practice. Designed and implemented complaint management processes, compensation policy and letter templates/guidelines.Own and manage mystery shopping programme - work in collaboration with training and operations team to drive and develop performance measurement programme - monitoring action plans and assist in the development of training modules to drive key improvement areas.• Development of reporting to ensure simple transparent results that everyone could use and understand whilst demonstrating a clear link between service excellence and customer service; achieved 74% reduction in complaints and 8% improvement in service measurement scores whilst the top 20% of stores achieved a minimum 5% sales growth. Show less

A global mystery shopping agency, GAPbuster employed me to manage and develop their team of Client Relationship Managers across Europe and Australasia ensuring teams were empowered and competent in selling and demonstrating benefits of the performance measurement programme.Own coordination all key elements for successful programme implementation, including service standards, program specifications; launch kits and reporting and distribution requirements. Working with the… Show more A global mystery shopping agency, GAPbuster employed me to manage and develop their team of Client Relationship Managers across Europe and Australasia ensuring teams were empowered and competent in selling and demonstrating benefits of the performance measurement programme.Own coordination all key elements for successful programme implementation, including service standards, program specifications; launch kits and reporting and distribution requirements. Working with the appropriate Programme Managers and clients to ensure results presentations, site visits, ongoing programme reviews and other requests and requirements were fulfilled. At the same time identify new selling opportunities including adding value to client's existing programme. Show less

Responsible for budget of £1.1m, key areas included:• Managing a mystery-shopping programme to include question design and launch working in collaboration with the training department and Operations team to drive improvement.• Incentive programme events included 3 day 5 star venues in Rome, Monte Carlo & Portugal • Design and implementation of complaints management system• Editor of in house company MagazineFollowing approval of my proposed customer service strategy… Show more Responsible for budget of £1.1m, key areas included:• Managing a mystery-shopping programme to include question design and launch working in collaboration with the training department and Operations team to drive improvement.• Incentive programme events included 3 day 5 star venues in Rome, Monte Carlo & Portugal • Design and implementation of complaints management system• Editor of in house company MagazineFollowing approval of my proposed customer service strategy promoted to senior line manager reporting to Commercial Director, strategy included sign off for the instigation of a £700k information contact centreDesigned and implemented a successful 50 seat contact centre in 2000 providing a dedicated single point of contact for Pub Managers and customers alike – delivered on time and within budget. Nominated and achieved highly commended for “Excellence in Customer Service Award” Customer Service Management Awards 2000. Show less