An experienced Head of Customer Service, expert in enhancing customer experience at a strategic level and driving change through automation and cultural operational improvements. Key strengths include: utilising the customer journey to assess, develop and execute business requirements to maximise profits and enhance brand reputation; managing large contact centres and outsourced contractual deliverables of c1000 FTE, applying strong leadership to deliver a high performing, customer-centric workforce; overseeing retail client relationships to retain and grow a profitable business to business client base; and applying extensive knowledge of technology to deliver complex transformation plans across people, processes and systems.