Christopher Spencer Email & Phone Number

Leeds, Gb

Leeds, England, United Kingdom

Currently, I lead a team of 32 service professionals, including a leadership team of 4 individuals whom I mentor and guide. Together, we spearhead initiatives to optimise service delivery and enhance the customer experience. I'm adept at leveraging data-driven insights to streamline workflows and implement process improvements that boost operational efficiency.I'm a champion for innovation and have introduced new technologies like chatbots and live chat to elevate the customer experience and further enhance efficiency. This proactive approach has resulted in a 30% improvement in call quality and auditing scores since 2022, contributing to a strong service level achievement of 89% year-to-date.Developing talent is a key priority for me, and I've implemented a comprehensive training program that focuses on both technical expertise and interpersonal skills.I've also successfully led organisational change initiatives, including restructuring the department to better align with customer needs.

Leeds, West Yorkshire, United Kingdom

As a key stakeholder in launching our National Service Bureau, I played an instrumental role in establishing our 24/7 operation, ensuring seamless customer support around the clock. This involved building a team of dedicated service professionals, fostering a culture of collaboration, and instilling a customer-centric mindset.Furthermore, I was instrumental in introducing our company-wide operating system, a critical initiative that streamlined workflows and enhanced communication across all departments. This involved collaborating with stakeholders across the organisation, providing training and support, and ensuring a smooth transition to the new system.My leadership philosophy centers on empowering individuals, promoting continuous learning, and leveraging data-driven insights to optimise performance. I'm adept at identifying areas for improvement and implementing innovative solutions to enhance efficiency and customer satisfaction.This experience provided me with a deep understanding of the complexities involved in building and managing a successful service operation. It honed my skills in team leadership, process optimisation, and change management, equipping me to tackle future challenges with confidence and creativity.progress tracking system, guaranteeing continuous skill enhancement, keeping the team updated with industry shifts and novelties.

Leeds, United Kingdom

I led and coached a team of 12 service professionals, empowering them to excel in diverse responsibilities.This included providing exceptional customer service by resolving queries effectively and building strong relationships. I also managed engineer planning through scheduling and dispatch processes. Furthermore, my team offered first-line technical support to resolve issues remotely and minimise downtime; we introduced a knowledge base that empowered the team.As a champion for change, I provided strong leadership, driving transformations in structure, culture, and processes. This included developing and promoting the benefits of the Remote Support Desk, increasing remote resolution rates by 25% and reducing the need for on-site visits.Key achievements in this role included leading and coaching a high-performing team, delivering improvements in productivity and performance, improving the quality of service delivery, implementing change management initiatives, managing client SLAs and KPIs, developing the Remote Support Desk, and managing payroll effectively. This experience solidified my skills in team leadership, performance management, process optimisation, and change management, making me confident in my ability to lead teams to success in any customer-focused environment.I

Leeds, United Kingdom

• Deliver improvements in the performance of RSD.• Focus on increasing our connections database with a view of providing remote support to our customers.• Promote and deliver culture change via showcasing the benefits of Remote Support for both field and office resource.• Produce clear and concise technical instructions for field resource.• Provide • Product testing and evaluation for our board of directors and suppliers.• Delivering first-class customer service.• Staff coaching and training.• Providing technical assistance for engineers and customers on Intruder Alarms, CCTV & Access control systems.

- Responsible for providing first line technical support within the company.- Engineering support for engineers for intruder and access. - Monitoring internal workloads and ensuring jobs dealt with in good time.- Responsible for managing the remote support desk out of hours.- Ensuring company SLA's are adhered to- Providing KEY training for new and existing members of staff

Leeds, England, United Kingdom

• Provide high-quality operational contract support to internal and external customers.• To provide accurate communication to Engineers and Senior Management ensuring that it is both detailed and relevant, identifying any conflicting demands, and providing solutions where necessary.• High-quality customer service skills, with the ability to deal with clients and all levels of management and engineers in a professional, confident manner.• Managed client contracts out of hours to ensure a high level of service was maintained 24/7.• 100% focused on ensuring that all internal and external customers/clients have the best possible experience when dealing with the call centre, focusing on client satisfaction.• Responsible for the completion of advisors training and coaching, also coordinating the day-to-day relationships with existing clients.• Advanced Complaint Handling Skills.• Ensuring all current contractual requirements are adhered to and provide innovative solutions to exceed our customer’s expectations, maximise profitability and potential for future growth.• Maintaining service levels and quality at all times.• Understands company goals and provides tactical support to ensure that these are achieved. • Excellent time management skills with the ability to multitask and prioritise workloads.