Carrie Nelson-Conway Email & Phone Number

Northampton, GB

London, England, GB

• Reporting to the CEO, accountable for all touchpoints across customer operations. Leading customer care, customer resolutions, billing, settlement, smart & metering services and payments & collections departments.
• Orchestrating strategies across customer operations and guiding the customer operations leadership team to create local business area plans to deliver the desired outcomes.
• Building diverse, multi-disciplined, high-performing, customer-focused teams, leading by example and embodying the company's values.
• Driving forward customer experience to achieve top performance, optimised operational performance and seamless customer experience that derives value from customer interactions.
• Manage key stakeholders within the company as a senior leadership team member and within the larger group as part of Customer Solutions' senior leadership.
• Act as an ambassador for the people strategy, emphasising values and cultural alignment. Utilise talent attraction, development, and performance management to achieve organisational goals and ambitions.

Helping customer service contact centres to enhance their employee and customer experience, structuring their leadership and customer service teams for optimal performance.

Nottingham, Nottinghamshire, GB

• Reporting to the Chief Operating Officer, accountable for the development and delivery of the global customer relationship strategy. Driving consistency, collaboration and scalability across the relationship teams.
• Accountable for setting and implementing ENSEK’s customer relationship strategy, underpinned by the customer relationship framework and governance structure, providing a consistent and effective service to our.
• Working in collaboration within the central function and operational leaders to provide a seamless customer journey, understanding each touchpoint and how each business area will work together to deliver a successful.
• Act as the voice of the customer, understanding where we delight and where enhancements can be made to deliver continuous improvement through our products and services.
• Responsible for providing a holistic customer dashboard including performance, customer satisfaction and feedback to proactively recognise opportunities for improvement and gain insights for future customer requirements.
• Accountable for the development and implementation of the customer relationship attraction & recruitment strategy alongside the customer relationship learning academy to attract global talent and provide investment in.

Nottingham, Nottinghamshire, GB

• Reporting to the Managing Director of Enterprise, leading the Enterprise Relationship Team in manging ENESK’s tier 1 customer portfolio.Key Responsibilities:
• Responsible for the relationship management of the enterprise customer portfolio.
• Key member of the Enterprise Leadership Team, defining the strategy and approach with enterprise customers, enhancing products and services to support strategic ambitions.
• Define the Enterprise Service Model, supporting growth with scale for customers in the UK and in new international markets.
• Building strong relationships with customers across all levels to distil their feedback and insights to support the enhancement of products and propositions.
• Acting as the voice of the customer for the operational teams to ensure customers receive the best level of service in line with contractual commitments.

Selby, North Yorkshire, GB

• A senior leader with responsibility for the development and implementation of Opus Energy’s broker and customer experience strategy. Through optimisation of operational functions, delivering an exceptional, efficient.
• Key member of the senior management team responsible for developing the broker growth plan, focused on leading and driving the go to market strategy for our broker channel.
• Accountable for the design and delivery of the broker partnership programme with responsibility for continued revenue growth.
• Accountable for the broker and customer experience across the full lifecycle of the broker channel, promoting self service and delivering cost effective service support.
• Responsible for effective education across the business of the broker experience strategy to drive an outcome of compliance, engagement, accountability and enhanced broker and customer experience.
• Key stakeholder in shaping the business’s digital broker experience strategy and developing the Omni-Channel broker experience roadmap through the acquisition of new technologies to deliver an enhanced end to end.

Northampton, Northamptonshire, GB

• A senior leader, responsible for all customer experience touchpoints across customer operations and broker services. Leading the direction for Contact Centres, Customer Care, Sales Support, Process Delivery and Account.
• Overall Customer Experience operational budget of circa £8.2M per annum. 3 direct reports and circa 247 non-direct reports across Northampton and Cardiff Contact Centres.
• Accountable for end to end customer experience across all channels, working with key business functions to increase customer satisfaction and drive process improvements.
• Develop operating plans, manage budgets and collaborate with senior leadership team to achieve business objectives.
• Build and strengthen relationships with key stakeholders across the business and externally.
• Utilise technology and best practice to deliver an enhanced customer experience through operational excellence, modernised processes & optimising costs to achieve demanding SLAs and KPIs.

Northampton, Northamptonshire, GB

• Managing SME Contact Centre, Corporate Account management and Customer Complaints Department circa 105 FTE.Key Responsibilities:
• Grow an operational department that is commercially focused, educated and motivated to deliver a customer led experience.
• Develop and deliver department KPI’s across customer service, regulatory requirements and employee engagement.
• Optimise budget through effective resource planning and cost control.
• Accountable for Ombudsman and Citizen Advice relationships to drive a partnership approach to improve customer experience.
• Developing succession planning programme to promote employee progression and support company growth.

Northampton, Northamptonshire, GB

Northampton, Northamptonshire, GB

Swindon, Wilts, GB

Swindon, Wilts, GB

Swindon, Wilts, GB