Chris Philips Email & Phone Number

Leading a team of biomedical scientists supporting NHS and private hospital customers throughout England. We support hospital transfusion customers ensuring they have a successful relationship with NHSBT, have information and advice on our components and services, manage complaints and represent the customers voice within the organisation. Internally we provide customer insight to support demand planning, service improvement and identification of commercial opportunities and risks. I have responsibility for customer engagement and communications, our customer facing website and customer satisfaction. I am customer service lead in national critical incident management. I led the development of the contracts function across a portfolio of blood components and diagnostic services with a contract value of £60m.I work with colleagues across the blood supply chain and diagnostic laboratories to ensure our products and services are available to hospitals when and where needed to Save and Improve Lives. I have delivered improved customer satisfaction year on year.I focus on leading change, improving performance, getting the best from people and delivering excellent customer service.

Delivering interim management, change leadership, performance improvement and coaching.Services centred on leading change and improving performance for public sector, social enterprise and business clients. Specialised in getting the most from all available resources and delivering improvement; bringing a customer focus and coaching ethos to innovate, inspire and improve.Licensed to deliver the Springboard Consultancy's 'Navigator' men's work and personal development programme and provide personal and professional coaching and business mentoring. Provider of redundancy coaching and support for CMI members.

Led the county’s school meals service serving 16,000 meals each day, providing facilities services to 400 buildings across the county, managed 1,200 staff and a budget of £18m. I was seconded to bring fresh thinking to the service, to increase customer focus, to improve school meal take-up and quality. I suceeded in improving financial management, turned civic catering from loss to profit and improved staff performance.

Successfully led the joining of customer services from seven councils to become one new service, with new management structures, new telephony, new CRM, new services and a new professionalism - all going live on a single day in April 2009.I provided strategic and operational direction and the innovative impetus to create a whole new working model in forming the new countywide service.

Responsible for customer services, revenues, benefits, car parking and concessionary travel. Ran an award winning contact centre, improved benefits to one of best from one of worst in country, nationally recognised improvement in council tax collection rate and direct debit takeup.

Cross organisational lead on improvement following an adverse Government CPA inspection. Success marked by recategorisation of council from weak to good. Focussed on systems and performance improvement, corporate planning and supporting the Local Strategic Partnership.Chief Executive seconded me due to the results I acheived in turning round failing services.

Advanced Diploma In Leadership And Performance Coaching

Mba

Institute Of Revenues, Rating And Valuation, Professional Examinations