Colette Murtagh Email & Phone Number

Glasgow, Gb

• Creation of end to end Customer Support journeys, liaising with relevant internal and external stakeholders to ensure readiness for product go live. • Supporting the application development feedback process: highlighting bugs, trends, and opportunities to improve user experience.• Research into market competitors: testing and bench-marking their Customer Support routes, accessibility, simplicity and options. Making recommendations for a model that works for us, providing simple and accessible Customer Support. • Creation and maintenance of support site, developing knowledge banks and FAQs, and writing articles on project updates.

Glasgow, United Kingdom

• Management and leadership of Service Relationship and Workforce Planning teams• Effective planning, analysis and optimisation of team performance, ensuring compliance of internal and external SLAs• Proactively developing, maintaining and promoting direct relationships with third parties, corporate clients and internal stakeholders • Regular engagement to understand ‘pain points’ across all service areas, driving efficiency and promoting a culture of continuous improvement and best practice

Glasgow, United Kingdom

• System champion, responsible for training all new clinical and non-clinical staff• Working closely with companies and their complaints departments to ensure a timely and satisfactory response to dissatisfactions or queries• Presenting new ideas and suggestions to improve performance and team productivity