Christopher Guy Email & Phone Number

Carterton, Gb

London, London, Gb

London, London, Gb

My current role is to represent Customer Services, and all Amey Business Services functions on business opportunities for the Customer Service Department. I am Responsible for developing effective relationships with both commercial and business functions to help develop opportunities and winning submissions for Amey. I am also responsible for overseeing mobilisation and demobilisation of contracts. » Provide support and service-based input to Business development/Bid teams for bids, review prospective bids and additional work on behalf of Customer Services to define service, assess impact and prepare the team for the pipeline of any new work» Provide input to the bid writing process explaining how the solution will work, our unique selling points and how we will offer a first-class service.» Attend bid meetings with commercial/business colleagues to understand the requirement of the contract from a service perspective.» Agree with stakeholders the approach for the demobilisation of contracts/services and executing to ensure that performance is not impacted during the exit phase» Develop and implement a standard SSC Bid/Mobilisation approach and secure exec support to embed into each business area» Support the Commercial Finance Manager in developing the resource requirements and associated financials for all incoming and outgoing work.» Overseeing overall progress and use of resource during mobilisation /demobilisation.» Implementing any change control required.» Liaising with the appointed bid assurance roles to assure the overall direction and integrity of the bid» Build and maintain an organisational structure chart and a RACI document for all Customer Service contracts.» Ensure all service baselines are aligned to contract requirements and regularly reviewed.» Ongoing monitoring and management of the resource pipeline to deliver to commitments and work with functional teams to right size the teams as appropriate

London, London, Gb

My role was to work in collaboration with our clients (DIO in Defence and Multiple council authority's within FM) to deliver a best in class Helpdesk service solution, meeting and exceeding the requirements of the contracts and reporting effectively to demonstrate performance. It was essential I supported the Operational delivery using a full end to end process with a detailed plan for our customer journey.» Managing service and delivery» Monitoring service systems» Managing resource» Managing client relationships» Working to collaborative working standards» Business continuity and disaster recovery planning» Performance and insight reporting and articulating results.» Developing, optimising, and owning process and policy» Working to data security best practices» Enabling and supporting bid processes in helping secure new work» Bid writing» Contract mobilisationWithin the past 2 years I have been a part of winning bids for Amey within both Defence and FM, and have helped secure new work for the business. With being a part of those winning bids, it has also allowed me the opportunity to mobilise these new contracts within the department with a huge amount of success.I provide leadership to the Customer Service team, and my Team Managers, to ensure that Service Levels are achieved and that our customers get a great service. As a department we support the development of individuals whilst developing and maintaining positive relationships with key stakeholders and the Military Chain of Command to ensure they get the service they want.

Liverpool, Merseyside, Gb

It was my job to develop, lead, and motivate a team of 7 Customer Solution Managers in dealing with all Customer complaints from the South East, Scotland, and Norther Ireland regions of the UK Military Establishment. I had to ensure that the team handled all Complaints according to the Company’s values and Beliefs, whilst acting in the best interests of the Customer, and providing the best possible outcome. On average this would be dealing with around 400 complaints per month, but for me to also deal with FOI requests and Ministerial enquires on behalf of the business.

I had to develop, lead, and motivate a team of 10 front line advisors who managed and coordinated all incoming work requests from the UK Armed Forces for their respective service family accommodation. The role required: performance management, recruitment, resource management, training & developing, undertaking disciplinary hearings, hold regular team meetings, and to liaise with operational staff to ensure effective delivery service for the customer.

Recording all inbound telephony queries relating to Military Service Family Accommodation

Wellingborough, England, Gb

Sales advisors for the group