David Grieve Email & Phone Number

England, United Kingdom

Service and Sales Contact Centres

Leeds, England, United Kingdom

Sheffield, United Kingdom

Sheffield, United Kingdom

Leadership across three functional areas delivering legal advice, assessing personal injury claims and a central switchboard for customer enquiries. The customer base includes union members and private clients. Additionally I manage the outsource partnership and have direct client relationship management responsibilities.

Doncaster, United Kingdom

Key achievements and responsibilities:Delivery of gross sales revenue of up to £8,000,000.Budget accountability of £1.2 millionCost savings of £200K in year two through attrition reduction of 80%, efficiency improvements, performance management initiatives and effective scripting.Creation of a commision model to drive customer focused outcomes and minimise commercial risksCompliance and risk focused product reviews complemented by strategic plans to enhance product… Show more Key achievements and responsibilities:Delivery of gross sales revenue of up to £8,000,000.Budget accountability of £1.2 millionCost savings of £200K in year two through attrition reduction of 80%, efficiency improvements, performance management initiatives and effective scripting.Creation of a commision model to drive customer focused outcomes and minimise commercial risksCompliance and risk focused product reviews complemented by strategic plans to enhance product portfolio and improve the customer journey. Show less

Sheffield, United Kingdon

Responsible for the delivery of FCR, customer & people satisfaction metrics & contact centre KPIs associated with telephony and back office functions. Full budget accountability and delivery of non value add call reduction initiatives.Senior leadership role within a 1000 seat contact centre business providing excellent Customer Service across inbound, outbound and off line functional areas.Strategic focus included activities associated with returning the business in house… Show more Responsible for the delivery of FCR, customer & people satisfaction metrics & contact centre KPIs associated with telephony and back office functions. Full budget accountability and delivery of non value add call reduction initiatives.Senior leadership role within a 1000 seat contact centre business providing excellent Customer Service across inbound, outbound and off line functional areas.Strategic focus included activities associated with returning the business in house following a period of outsourcing e.g. creation of effective BI suite, driving through cultural changes and operational restructure to deliver efficiency and cost benefits. Show less

Responsible for delivering KPIs associated with a multi lingual outsource contact centre operation. Relationship management with major clients including Lufthansa and CBRE. Leading a team of business devt managers to develop sales strategies, delivering £800,000 in new revenue over a 12 month period.