David Starr Email & Phone Number

Leeds, Gb

Leeds, Gb

Leeds, England, United Kingdom

Leeds, England, United Kingdom

• Reporting into the Commercial Directorate, ensuring Customer Service and Commercial strategies align and are delivered • Project Management within Customer Services and liaising with external stakeholders• Stakeholder Management on a nationwide scale including all Operational Managers and Managing Directors across First Group• Responsible for leading and managing the National Customer Service function• Support the design and delivery of the Customer Service Strategy and functional plan ensuring that key deliverables are resourced, planned and implemented within agreed timescales• Managing and coaching a team of Team Managers to meet targets, KPI’s and SLA’s for themselves and their teams• Responsible for production and distribution of Customer Service reporting• Conducting all formal performance management including disciplinary process• Responsible for achieving all service standards and key performance indicators for the Customer Service teams including Complaints, Customer Contact and Customer Satisfaction• Identification of issues and risks to the business are highlighted and addressed• Budget control for Customer Services

Leeds, England, United Kingdom

• Deputising for National Contact Centre (NCC) Manager throughout extended period of absence• Project Management within Customer Services and liaising with external stakeholders• Successfully implemented segregated Social Media team to improve customer experience• Line management of 3 teams of staff (mTicket, Escalations and Social)• Support the NCC Manager in delivery of the Customer Service Strategy and functional plan ensuring that key deliverables are implemented within agreed timescales• Conducting all formal performance management including disciplinary process• Identification of issues and risks to the business are highlighted and addressed• Accountable for the implementation of new technologies including live chat

Leeds, United Kingdom

• Responsible for leading and managing the day to day running of Customer Service function• Managing and coaching a team of Service Desk Coordinator’s to meet targets, KPI’s and SLA’s for themselves and their teams• Responsible for production, oversight and distribution of Customer Service reporting• Responsible for the Training and L&D for Customer Services• Support the design and delivery of the Customer Service Strategy and functional plan ensuring that key deliverables are resourced, planned and implemented within agreed timescales• Manage projects and oversee projects led by Service Desk Coordinators & Advisor’s• Conducting all formal performance management including disciplinary process• Responsible for achieving all service standards and key performance indicators for the Customer Service teams including Complaints, Customer Contact and Customer Satisfaction• Responsibility for the bulk-mailing function within the Contact Centre to ensure all corporate bulletins and ad-hoc mailings are issued in accordance with General Data Protection Regulations.• Identification of issues and risks to the business are highlighted to the Head of Customer Service• Working as part of the wider Customer Service Senior Management Team to ensure that all departmental tasks are completed• Department lead for Cyber Security enquiries as well as working closely with Data Security Centre within NHS Digital to manage cyber security threats and incidents• Member of the Senior Management Team meetings of the Data Security Centre• Presenting regularly to Executive Directors and Board members

Leeds, United Kingdom

• Responsible for design, implementation and delivery of an end to end training programme• Responsible for design, implementation and delivery of the Quality Assurance framework• Department lead for Cyber Security enquiries as well as working closely with Data Security Centre within NHS Digital to manage cyber security threats and incidents. • Providing feedback regarding productivity, call scores and training issues. • Coaching and motivating staff to meet targets, KPI’s and SLA’s• Conducting appraisals and one to ones• Performance management including formal disciplinary process• Responsible for delivering an improved Customer Experience • Responsible for review and recommending improvements to current Processes and Procedures• Supporting Customer Service Team Manager with involvement on projects

Leeds, United Kingdom

• First point of contact providing timely, effective and efficient support to stakeholders, internal customers and general public.• Recording and resolving queries where possible• Routing and monitoring support/service requests including additional administrative duties across the wider team asrequired.• Specialist in key areas providing a knowledgeable 2nd line support within the Contact Centre/Service Desk team• Managing relationships with the business and transferring and sharing knowledge to the 1st line support team.

Leeds, United Kingdom

• Leading the Customer Service team on daily basis and helping the business grow from a small company to be part of a multi-million pound business. This would include recruiting and training the individual customer service agents, conducting daily team stand-up meetings and fortnightly individual feedback meetings, monitoring absences and conducting ‘return to work’ meetings• Implementing new cloud-based customer service software, Zendesk and Zopim Live Chat.• Writing training material regarding systems, processes and products.• Liaising with suppliers and logistical partners to agree delivery SLA’s are return policies.• Liaising with different departments within the business to implement new initiatives and best practices, including a sickness policy and social media guidelines.• Monitoring potential fraudulent orders and actively seeking to put improvements into current systems and processes in place or seeking alternative solutions.• Helping other business areas understand the needs and requirements for the Customer Service team from insights driven from data received within the team.• Providing reports to the Executive Team on a weekly basis regarding the Customer Service team, providing information regarding volumes of inbound traffic and customer satisfaction.

Leeds, United Kingdom

• Dealing with customer enquiries regarding a compensation scheme and handling escalation calls sometimes involving complex complaints• Assisting team leaders and operations managers in the day to day running of the unit• Chairing weekly meetings identifying common issues within the unit• Providing feedback to agents and providing group and 1-2-1 coaching• Completing manager call backs on behalf of the unit manager• Working within an FCA regulated environment• Values assistant - helping edit a monthly newsletter amongst the department and promoting the business value message amongst the agents

Portsmouth, United Kingdom

• Delivering a yacht (Clipper 68) to London to show the difference between the ‘new fleet’ and to market the Clipper experience to potential corporate clients. • Regular communication with the race office to ensure that any important and outstanding maintenance tasks were completed. • Ensuring that each of the 12 Clipper 70's (yacht) had the correct amount of yacht inventory on board and that there were sufficient marketing and recruitment brochures at the recruitment area and at the show boats. • Liaising with the race skippers and the Assistant Race Director to ensure that the daily boat manoeuvres took place at the planned time. • Providing face-to-face informal information to members of the public regarding the race and the different crews on boards whilst the parade of sail was taking place down the River Thames.• Delivering teambuilding exercises on the water and match racing around the Isle of Wight during Round the Island Race. • Training unskilled clients in safety and best practice methods whilst on the yacht and its equipment.• Planning yacht inventory so that the correct amount of refreshments and necessities on board for the duration of the day. • Working with clients to communicate as a team.

Hull, United Kingdom

• Handling customer emails, covering various subjects from querying product specifications, to general company enquiries and handling complaints. • Handling customers’ requests and complaints to ensure that all the available information could be obtained so that a request could be fully answered and compliant fully investigated

Hull, United Kingdom

• Responding to telephone complaints passed through by the inbound call centre and service complaints emailed through by our Customer Service Centre based in Clevedon, Bristol. • Ensuring that the complaint is escalated to relevant department inside and outside of the company and ensures a response was obtained with the timeframe outlined in my KPI’s and thoroughly investigated at the appropriate managerial level.• Communicating the outcome through telephone call or a written explanation

Hull, United Kingdom

• First point of contact when an existing or potential customer contacted Comet Group Plc through its inbound call centr• Dealing with various different enquiries I was able to help provide excellent customer service: offering advice on product features, assisting with product breakdown, processing telephone sales and dealing with complaints in an effective way and if necessary pass onto the relevant department to ensure further investigation was carried out.