Christopher Purcell Email & Phone Number

United Kingdom

Haydock, Wigan

HE Fairs: Consultant (Interim)HE Fairs provide logistic support and storage for events to clients in the higher educational sector throughout the UK. Currently engaged on an interim basis to support the organisation in delivering logistical solutions to Higher Education clients with the aim of enabling them to deliver successful events nationwide.

Runcorn (Southampton Head Office)

Based out of the Runcorn Engineering Hub, I was tasked with managing the day to day operations of the service network for the organisation, with ownership for ensuring all contractual obligations and SLAs were met. I provided leadership to a team of 3 Field Service Managers, 35 Service Engineers and 4 Compliance Engineers (Portable Appliance Testers), and set and monitored performance and targets for Field Service Managers to drive service excellence.The role involved working with clients to identify requirements, recommend appropriate solutions and manage contractual disputes and complaints ensuring consistently high standards of service. I also regularly engaged with client Health and Safety teams to manage compliance and organise access permits and inductions for staff.Highlights include: Reducing department costs through reducing headcount and overtime in line with business needs Introducing field engineer and machine audits to drive compliance with operational processes Facilitating weekly conference calls for Field Service Managers and Engineers to monitor performance and a quarterly engineer conference to provide updates on the business, issues and performance

Wigan, United Kingdom

In my capacity as UK Service Manager, I oversaw and coordinated operations for the service department in the UK and Ireland with full budgetary and P&L control reporting directly to the MD and Chief Financial Officer. I provided trusted leadership to a highly skilled team encompassing 3 Regional Service Managers, 1 Call Centre Manager, 1 Logistics Coordinator, 60 Field Service & Installation Engineers and external approved contractors, and was responsible for managing HR functions including recruitment, selection, training, development, absence management, overtime, disciplinary actions, online DBS checking for new employees and issue of documentation. In addition, I managed and monitored the purchase of vehicles, warranties and maintenance cover ensuring alignment with set budgets and was accountable for managing security requirements for the head office and 3 satellite offices with additional ownership of service engineer vehicle security covering the installation of racking, vaults and tracking systems. I also ensured client contractual compliance in relation to SLAs, machine breakdown and first time fix, cash collections from units, transfer and bulk coin counting & banking, performance and pre-maintenance program. As part of my responsibilities, I implemented Health & Safety training, and worked in close collaboration with the IT consultant regarding requirements and updates for field engineer tablets and the associated customer database for the call centre. I facilitated monthly inter-departmental meetings to enhance operations and communications between services, installations, call centre, sales, stores and accounts departments, and held weekly conference calls with regional managers to set targets for breakdown and cash collections using information collected from database data and monthly reports. I also managed and resolved damage claims to company units and customer complaints.

Wigan, United Kingdom

As Northern Service Manager, I directed the day to day operations as Head of the Northern Service division reporting directly to the Service Director and MD. I oversaw and controlled security functions at the head office across multiple functions including the processing of received cash transfers from field / bulk coin banking, and provided effective leadership to a team of 26 Field Service and Installation Engineers covering multiple regions – Scotland, Northern Ireland, Northeast and Yorkshire, Northwest, East and West Midlands. I also managed and coordinated Engineers and equipment in the region ensuring appropriate engineer to machine ratio, and was accountable for evaluating engineer performance, capacity planning, SLA compliance, cash collections, PPM and maintenance upgrade rollouts, customer complaints, vehicle and stock enquiries, security upgrades, H&S compliance, recruitment, training and selection, time sheet processing and absence management. I was also responsible for collating and presenting service performance updates and area budget requirements reports to the Service Director and MD on a quarterly basis.

Wigan, United Kingdom

Wigan, United Kingdom

Northwich, Cheshire