Responsibility for delivering a great human touch / experience across all channels for all customers and colleagues.

The UK's largest supplier of catering equipment - it is my teams that have the privilege of speaking to our customers - be it sales or customer service.I have full operational responsibility for the centre and all its colleagues . We have an amazing culture full of passionate, enthusiastic people who are proud to work for this family owned corporate giant.

When customers want to get in contact with Tesco, we’re their first port of call. We’re on hand to sort out all manner of queries that they might have – anything from Tesco Direct products, Clubcard or Grocery Home Shopping or the quality of customer service in our stores. We communicate with our customers in a number of ways: from telephone and social media to web chat, email and letter – whatever’s easiest for them. We aim to put customers first in absolutely everything we do, doing the little things to create brilliant differences. That’s why the Tesco Customer Service Centres were set up – to create places that inspire great customer service every time. We started in 1996 with Clubcard Helpline and 200 staff – but have quickly grown and now have Customer Service Centres in Dundee and Cardiff. We now have over 2,000 staff responding to our customers and our stores, and around 300 staff working from the comfort of their own home.Full operational responsibility for a 1000 seat Contact Centre for UK’s largest retailer. Comprising of 9 direct reports (Operations Managers) managing circa 85 Team Managers. Handling 14 million contacts per annum across a range of mediums and business areas.

Regional control & remote management of four operational sites, managing an overall headcount in excess of 800 across a vast geographical area. Responsible for all aspects of Key Performance Indicator delivery across people, sales and productivity metrics whilst ensuring compliance with Group Policy Risk Standards.

Overall Site management of a larger contact centre and specialist teams within the back office comprising of business support, underwriters, payments, quality monitoring and non-telephony.

Total management responsibility for customer service and contact centre of 350 FTE which at the time was 2/3 back office and 1/3 telephony. - Doubled the size of the contact centre through focused recruitment campaigns to ensure the very best talent was found.- Streamlined back office processes, implementing a transfer of ownership process to centralise all complaints into a Customer Relations Team.- Set up a centralised payments team to ensure regulatory requirements were met. - Laid foundations for culture of continuous improvement and colleague engagement.- Successful delivery of extensive integration project within the Cardiff contact centre & migration of 1.4 million home policies and 600,000 motor policies from Prudential and Churchill brands.- Initiated the implementation of an up-sell strategy within a service only environment resulting in a total up-sell growth income of over £42,000 in 2005.- Alignment of 8 Sites Customer Service Non-Telephony processes via an alignment project which maximised efficiency, ensured consistent best practice and resulted in an uplift in customer satisfaction of 8%.- Increased brand engagement and secured key new clients such as Nationwide, Prudential, Help the Aged, Lloyds TSB.