As Director of the Customer Experience Centre (CXC) for Loomis UK, I lead multi-disciplined teams which play a vital role in the successful planning and delivery of excellent service. Our client base is huge and their requirements are varied and diverse. The CXC works collaboratively as the meeting point between; Customers, Forecasting, Operations, Customer Service, Forecasting, Marketing, Ordering, Onboarding, Sales and Retention, Account Management and Commercial, to ensure that service delivery is in line with client expectations as well as contractual requirements. Process re-design and roll-out is a key discipline and we are champions of a continuous improvement culture within a fast-paced service environment. I am also responsible for measuring and reporting on performance, ensuring customer satisfaction and operating in a complex organisation where there are conflicting demands on time & resources. Establishment of excellent working relationships and collaborative working across the business and ensuring the optimum allocation of resources to the right things at the right time is key.Other key disciplines:- Leading and developing the CXC and role-modelling behaviours- Process design and training - Forecasting and planning- Customer support and service- Call Centre operations- Operations Performance Management - Portal management and development - Using MI/BI insights to turn analysis into action

• Management of the Contact Centre with one working days’ notice to stabilise the team, improve morale and implement process and training improvements • Creation of CX strategy to improve NPS and reduce churn• New starter training time reduced from 1 month to 5 days without compromising on quality• Re-write of portal and website FAQs to encourage self-service - calls reduced by 20% and emails reduced by 15%, with first contact resolution increased by 22%• Competitor analysis undertaken and recommendations and changes made • Creation of new statistic reporting by individual for use in 1-2-1’s compared to average volumes of work completed• Trustpilot score results improved over a 7-week period; +346 reviews, +28% Excellent ratings, -27% Bad ratings, and an overall improvement of 1.5 points – from 3.2/5 to 4.7/5 • Complete review of communications, including analysis of customer journey and when/what comms are sent and how (text/email) • Standard responses reviewed and re-written and reduced from 135 to 34, then built into CRM for ease of use, compliance and improved productivity• Contact reason review to enable root cause analysis of reasons for calls and emails – reduced from 289 reasons to 43• Complaint process created and associated policy implemented • Design and implementation of new IVR - redesign and rebrand of entire company IVR to route calls and provide second line hand-offs in a more efficient way • Design and implementation of new telephony system • Management of a portfolio of clients from a free pension solution to one where they will be charged • Upselling implanted in CS team • Re-design of processes to implement automated workflows to teams and improve efficiency • Hiring of 9 new starters at short notice

Completed the implementation of a new cross-functional Complaints system. Management of a multi-skilled Customer Experience Team, responsible for:• Complaint handling• Knowledge Base processes• Contact Centre process improvements • Induction training • Resource planning • Performance MI • Fraud • Quality monitoring • OLA’s with internal departments• Other Customer Experience improvement

Reporting into the COO and leading a team of seven advisors and one analyst, I manage the team responsible for ensuring that first class Customer Experience is experienced by all of Alphabet’s customers across the UK. I ensure that the team consistently delight customers. We continually inform the business, making changes/initiating projects where necessary to transform the customer journey. Together, we represent the voice of Alphabet’s customers to create, and reinforce, a culture of customer centric decision making. Key accountabilities:• Responsibility for all FOS cases, TCF and liaising with The Financial Ombudsman• Providing a fair and transparent service to vulnerable customers• Create and embed a customer centric culture and customer experience strategy• Relationship management throughout the business to ensure relationships are effective and focused on the customer• Ensure the business is using the right metrics to measure the customer journey• Support Account Management and Sales• Ensure teams deliver “best in class” communication to customers• Overall responsibility for ensuring we adhere to SLA‘s, guidelines and regulatory requirements• Assist the team with very in-depth complaints, sharing experience and knowledge• Champion customer service culture • Responsible for communication throughout the business regarding customer insight and analytics• Identify and share trends and root causes of complaints and areas of improvement throughout the customer journey• Continual review to ensure we are measuring the right things, communicating the results to all stakeholders effectively, identifying key actions each department can take and creating desired outcomes that move satisfaction forward• Ensure that changes are made that, ultimately, improve our NPS score, CLI & CSI, as well as enhancing our reputation

Heading the department that looks after Complaints, Enquiries and Praise for 422 restaurants and 31 million grocery products. Improving processes and implementing change where needed, as a result of direct customer feedback.• Managing a team of 5 Customer Experience Advisors• Acknowledge all complaints within a reasonable time frame• Investigate and respond within a reasonable time frame• Manage compensation payments• Reporting on levels/types of complaints• Develop and Implement Service Strategy• Identify trends and root causes of customer complaints• Suggest improvements in the business that will mitigate future complaints• Hold regular meetings with key stakeholders to advise of complaint subjects, trends etc.• Partner with all departments to engage both potential and existing customers to ensure that every touch point, including phone, email, website and social media and face to face deliver a superior customer experience• Involvement/input into training and guidance for customer facing teams on best practice• Involvement with customer surveys• Working with suppliers to analyse trends around customer satisfaction• Recommend and influence the Operations team and Support teams to make changes based on outcomes and needs of our customers• Continual review to ensure we are measuring the right things, creating the desired outcomes and move overall satisfaction forward

Reduced complaints by a third. Worked to analyse trends and customer feedback relating to 26 million Licence Fee payers to directly fund the BBC's work. • Reduced complaints by a third • Organised the TV Licensing Annual Conference at TVC, experience of dealing with Audience Services and Catering• Interogating information to identify the root cause for complaints. Mapping processes, liaising with partners and designing and implementing initiatives to reduce complaints and measuring the impact of any changes made• Selling solutions at all levels, using well reasoned arguments to influence & persuade • Building & maintaining effective working relationships with a wide range of people• Managing and responding to complaints escalated to BBC Senior Management• Effectively investigating complaints and drafting replies from the Head of Revenue Management, the Director of Finance, the Chief Finance Officer and the Director General• Ensuring TV Licensing partners meet the BBC’s standards, their contractual requirements and that their work is of the highest possible quality • Responding to Freedom of Information requests • Compiling reports for the Senior Management Team and for auditing purposes• Championing customer service excellence and best practice by all partners• Experience with dealing with challenging customer, colleagues and situations

Working for Alphabet, a BMW Group company, I;● Design, implementation, documentation & day to day running of an entirely new complaints process● Administration of the entire car pool for L’Oreal, including all allocations of vehicles, arranging movements, liaising with drivers & HR teams● I was the primary daily contact for L’Oréal, Zurich and the BBC● Training the entire business on Complaints and how to deal with and record these● Liaising with all area of Alphabet or BMW to reach complaint resolutions for drivers. ● Ensuring Alphabet GB’s compliance to the regulatory requirements of FOS, The FSA, The FLA, The Lending Code, ISO requirements as well as BMW’s procedure, all whilst ensuring that customers were treated fairly and consistently● Dealing with all Complaints solely for over a year ● Analysis and presentation of Complaints report to Supervisors and to Senior Managers Assisting other departments to ensure improvements are made where necessary● Producing reports, Service Level Agreements and Dashboards ● Attendance at Customer review meetings and ownership of issues/tasks

Dealing with complaints regarding breakdown, damage and claims.