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A highly experienced Senior Management Professional operating at Director/Exec level in both the Social Housing and Private Commercial sectors, providing excellent knowledge and experience within all aspects of service delivery and managing budgets of over £100m. With a vast experience of transformation/business change, being a Lean 6 sigma Black Belt certified practitioner. Responsibilities at Exec/Director level for planned, Reactive maintenance, Capital/Asset management, Development Projects, Estate Services, H&S and Compliance work delivered through networks of subcontractors, franchisees and direct employed, held responsibilities for all Call Centre, Field Service Delivery and Client services activities. Award winning team with customer service at CIH. Designing and implementing bespoke Customer service, operational strategies and transformation change programs from a senior level; successful track record of project, process and service improvements. A qualified business performance coach aimed at developing teams and individuals. A person that drives a true staff engagement and personal development/high performance culture, to challenge the status quo and introduce new ways of working within the sector
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Interim DirectorAster Group UkAlfreton, Gb -
Operational Director (Interim)Platform Housing Group Jun 2024 - PresentSolihull , Gb -
Director Of Repairs & Field ServicesPlaces For People Aug 2023 - May 2024London, London, Gb -
Group Exec Director Of Property & PlacesYmca St Paul'S Group Jun 2021 - Jul 2023Surbiton, Surrey, GbA highly experienced Senior Management Professional operating in both the Social Housing and Private Commercial sectors, providing excellent knowledge and experience within all aspects of service delivery and managing budgets of over £90m. With a vast experience of transformation/business change and Lean principles. Responsibilities for Managing planned, Reactive maintenance, Capital/Asset management, Estate Services and Compliance work delivered through networks of subcontractors, franchisees and direct employed, held responsibilities for all Call Centre, Field Service Delivery and Client services activities. Award winning team with customer service at CIH. Designing and implementing bespoke Customer service, operational strategies and transformation change programs from a senior level; successful track record of project, process and service improvements. A qualified business performance coach aimed at developing teams and individuals. A person that drives a true staff engagement and personal development culture -
Director Of Property ServicesOrbit Group Nov 2019 - Apr 2021Coventry, West Midlands, Gb -
Head Of Property ServicesOrbit Group Oct 2019 - Nov 2019Coventry, West Midlands, Gb
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Head Of Responsive MaintenanceOrbit Group Sep 2016 - Nov 2019Coventry, West Midlands, Gb
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Head Of Service OperationsHomeserve Aug 2014 - Sep 2016Walsall, West Midlands, Gb -
Head Of Customer Service & StrategyTradetek Limited Aug 2013 - Nov 2013
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Head Of Customer ServiceUkdn Waterflow Jan 2013 - Aug 2013•Call Centre and Back office Management and stategiesResponsible for the customer ownership team consisting of circa 50ftes•Delivering best in class customer service offering the customer complete end to end ownership of the job journey from first notification of loss, job scheduling and management until invoice closure.•Developing the departmental structures and strategies to continue to improve process and efficiencies•Full commercial control to maintain budgetary targets, and increased revenue from accurate costing of jobs.•Key contact for Client escalations, queries, general updates and chair monthly reviews.•Hold regular one to ones with all direct report manager.•Coach and instil best practices with mangers and team leaders to develop their career.•Manage 4 direct line managers structured from 4 business areas, including FNOL, Scheduling, Commercial Reports, Validation Services.•Developing and implementing challenging customer service driven KPI’s•Completed centralisation programme for external branches into central operations (Head Office)
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Head Of RepaircareConnect Distribution Ltd Jul 2011 - Jan 2013Birmingham, Solihull , Gb•Responsible for all operational functions, claims handling, service delivery and strategies to enable a best in class customer service journey providing both clients and customers a total solution to white goods emergency repair and maintenance•Manage and lead a Senior Management team with responsibilities for over 120 contact centre and support staff, dealing with over 1.1 million in and outbound calls. Claims handling and repudiation, with over 350,000 actual repairs per annum.•Overall responsibility for the Network operations of over 270 subcontracting companies acting on and for Repaircare’s customers and Clients.•Developed strategies for new job deployment system aimed at streamlining current process better claims handling and instil efficiencies.•Manage the Clients Services Department team with overall responsibility to maintain the needs and relationships with clients, manufactures, retailers and insurance companies.•Hold regular meeting with Clients to discuss KPI service delivery and Claims process efficiency.•Significantly reduced headcount and overheads by productivity and process improvements.•Designed new customer care programs aimed at improving customer service levels by contact centre agents and external engineers•Technical team of quality auditors and direct employed engineers for Tech support and internal and external audits.•Negotiate with clients for service costs and set fixed price matrix for Network Contractors•Developed service contacts with network engineers incorporating SLA’s and associated KPI’s with financial incentives and service failure penalties.•Coaching and mentoring management team members to enhance performance and confidence.•Improved sales conversion form 24% to 46% from web enquiries. -
Technical Claims Manager OperationsThe Aa Dec 2010 - Jul 2011Basingstoke, Hampshire, GbBe a key stakeholder and provide necessary input and support in designing and delivering a customer strategy to capture a new customer base, understand customer needs, create bespoke job types and scheduling system, implement new processes and procedures to facilitate first rate customer journey. Help support call centre operations by being a key escalation point and resolve customer and supplier related issues. Co-develop the long term contractor and direct employed model including required management structure to achieve all business goalsTo be responsible for service delivery of a national network of suppliers and direct employed engineers to deliver a genuine 24hr availability incorporating a 2hr emergency response. -
One Contact National Network Operations ManagerHomeserve Mar 2009 - Nov 2010Walsall, West Midlands, GbResponsible for service delivery of a national network of more than 130 contracting companies with over 1200 engineers including employed, franchised and subcontractors Maintaining Call Centre Operations as well as managing the Call Centre Operations Manger and the associated team in order to achieve business performance, increase customer experience and be capable of handling over 153,000 calls per annumLeading and developing the Operations leadership team as well as being fully accountable for the operations and maintenance of the Network, customer journey, scheduling jobs and process enhancements
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Business Improvement ManagerHomeserve Feb 2008 - Mar 2009Walsall, West Midlands, GbResponsible for driving and delivering change management and transformation strategy across the HCM network divisionMentoring and coaching Managers and other key members of staff to give them the confidence and commitment to drive sustainable continuous improvement in the organisationImplementing project management as well as financial and quality assurance reviews in accordance with company processes and procedures to ensure delivery of projects to agreed success criteria, including budget, timescale and quality objectivesProducing monthly reports on project performance by successfully working in conjunction with key stakeholdersIdentifying further business savings and opportunities by liaising with external consultancy companies
David Boden Skills
David Boden Education Details
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Lean6SigmaProject Management -
Newcastle CollegeBusiness Performance Coaching
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University Of BirminghamCms
Frequently Asked Questions about David Boden
What company does David Boden work for?
David Boden works for Aster Group Uk
What is David Boden's role at the current company?
David Boden's current role is Interim Director.
What is David Boden's email address?
David Boden's email address is da****@****e.co.uk
What is David Boden's direct phone number?
David Boden's direct phone number is 44 1922 6*****
What schools did David Boden attend?
David Boden attended Lean6sigma, Newcastle College, University Of Birmingham.
What skills is David Boden known for?
David Boden has skills like Service Delivery, Operations Management, Performance Management, People Management, Contact Centre, Project Management, Business Process Improvement, Productivity Coaching, Process Improvement, Change Management, Call Center, Coaching.
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