David Harpham Email & Phone Number

Sheffield, Gb

Sheffield, England, United Kingdom

Line Management responsibility for 4 Comms Managers, who in turn manage 32 Team Leaders. In-direct line management of 300 Call Handlers, Digital Specialists, Switchboard staff and Dispatchers, through this management framework. SmartContact and Technology Lead for South Yorkshire Police Force Control Room, with direct influence on decision making and influencing at senior levels. Responsible for signing off system changes. Leads multiple change projects with a huge positive impact on the modernisation of customer service, with particular focus on the digital agenda. Projects include delivering a new Online Portal, the introduction of Criming at First Point, Voice Analytics and exploring potential IVR solutions. Forcewide initiative lead for Force Control Room, leading in implementation of both legislative processes, as well as those decided and implemented locallyResponsible for the delivery of multiple customer service KPI’s, all accountable to Senior Leadership. Metrics include managing wait times, service levels and efficiency.Responsible for driving the Quality agenda within SYP Control Room, influencing the quality of victim support and service, as well as the identification of vulnerability and risk. Joint owner of the People Plan within the Control Room, looking at welfare, development and reward and recognitionDrives a new training and development environment through the identification of new development paths for staff, in conjunction with HR colleaguesHealth and Safety Lead for the Force Control RoomCorporate Communications Lead for Force Control RoomRepresents the Force on National Calls with multiple stakeholders; other forces, HMIC, Social Media Leads, Local Partners, Suppliers. Regularly presents via Teams to Senior Leadership in form of Force Performance days, amongst other forums

Bradford, United Kingdom

Led a diverse group of 30 advisers and 2 managers, delivering excellent customer service. Line managed a separate Escalated Complaints departmentResponsible for supporting in the resolution of escalated complaints, supporting managers in their decisions on customer issues. Took ownership of customer complaints when escalatedLed multiple change projects with a huge positive impact on standards, making fundamental changes in the business approach to customer service. Projects included delivering a new Complaints Portal, the unification of Post and Pre Install teams and making positive changes to existing customer service software and technologyResponsible for delivering a new ‘customer centric’ culture within the business, including in the standardisation of Complaint resolution techniques and processes across the businessLed in the design and delivery of multiple customer service KPI’s, all accountable to the directorateDrove a new training and development approach and environment through a new commitment to a new Customer Service Practitioner qualification for all advisers Delivered and was accountable for my departmental budget, reviewed monthlyConducted challenging performance reviews with all my direct reports, raising standards in relation to performance and shaping a coaching and development cultureHas delivered a multi-skill approach to customer service, with Social Media, Email and Sales enquiries brought into the Contact Centre for first time Represented the business in new partnerships with third party companies including Trading Standards, Barclays Partner Finance, Learning Innovations and IT Software companies. Has led in the rebuilding of the relationship with Trading Standards, with direct accountable to the CEOResponsible for implementation of effective Recruitment strategy, working to minimise high attrition rate Supported in delivery of new levels of achievement within BSI audit

Leeds, United Kingdom

Responsible for developing and coaching a group of 8 leaders and 125 heads within a busy inbound Contact Centre environment. Responsible for delivering challenging results in a fast paced and ever-changing Contact Centre environment. Delivered high performance across a number of key KPI’s, including NPS, AHT, Transfers and Sales. Achieved commercial targets by maximising opportunities, including productivity targets, working with partners such as Planning to determine appropriate staffing levels.Solely accountable for decisions based within our Operation, in relation to both process and people changes.Empowered Team Managers to build and develop their own teams and drove the principles of playing to the strengths within their teams. Leveraged strengths to create optimal performance for our people and customers.Formulated and oversaw strategies to ensure my people display effective management of People Performance & Development. Conducted challenging performance reviews with all my direct reports in relation to performance and development.Responsible for resolving client level complaints, giving advice, guidance and focus. Led in major Operational changes within the Operation, including the implementation of the Sainsbury’s Energy call type. Represented Capita in weekly meetings with the client, outlining progress against named objectives and updates on actions in order to deliver a challenging Quality glide path.Executed and driving a well-defined Communication and Engagement model ensuring all teams understand the performance of our business and the direct impact their work has on this. Driven an uplift in engagement across the Operation, with competitions, a two way communication style and a consistent recognition of success. Stepped up on numerous occasions in place of Senior Operations Managers, representing the company and department on internal and external calls, making decisions to influence site performance.

Sheffield, United Kingdom

Delivered insight, reporting and statistics designed to improve the customer experience with the brand new Sky Q customer journey. Led small project teams in the support of key business challenges and priorities. Delivered specific projects in this arena which saw the effective streamlining and rewriting of Knowledge articles, delivering an average 30 second saving in AHT across the estate.Chaired the weekly Sky Q estate call with Operations Managers and Heads of Site, calling out performance improvements, seeking to understanding problems as well as developing strategy.Held weekly and daily meetings, engaging with leaders across the business surrounding Sky Q. Gathered feedback and recommendations that were then used in discussion with national design and management teams in order to further enhance the product. Responsible for the Stepping into Management (SIM) Development Journey in Sheffield for all new and developing leaders, restructuring the programme and coaching and developing our future talent. A new programme of innovation allowed for a better SIM experience, with 8 candidates coached and mentored into permanent leader positions between November 2016 – August 2017. Recruited all new SIM participants for the programme, taking them through a newly designed process which drove a +10 NPS score amongst those teams led by new candidates.

Livingston

Responsible and accountable for the performance of 7 leaders and 90 advisers within a fast paced and multi-functional inbound and outbound contact centre Escalated Complaints Department. Specific work streams involved all Executive Complaints, Field Escalation and Erroneous Line Takeover teams. Led others in delivering a great experience for our customers, often in a narrow SLA window and heavily regulated Industry. Liaised with directors and team leaders to drive clear resolution for the customer. Recognised the potential of people and developed team leadership capability, strengths and development areas through clear development plans in order to improve the overall ability of my team. Delivered difficult change projects including improvements to the SAR and Mis-sell model for the company as a whole, where influencing and collaborative working were key.Led in delivering in key improvements in Quality, developing and implementing a brand new innovative Quality model, linked to case management and innovative performance indicators. Standardised and innovated in Process Improvement, including delivering a new Leader Support Line, supporting the business in reaching effective resolution. Delivered new Process improvement changes by leading in the design of new Process maps for all 10 departmental workstreams Drove the design and implementation of a new set of Objectives for advisers and team leaders, allowing the delivery of a consistent approach to staff self-assessment, development and end of year scoringPlanned and delivered Roadshows, Quality Workshops and Away Days for staff and leaders, delivering core, precise, business and department messages for the year ahead.Worked with colleagues from across the service estate to deliver the overall service operations plan, influencing external stakeholders where required.

Leeds, United Kingdom

Led and worked in many different departments including Sales, Planning, Quality and Debt (Leeds). Presented to key stakeholders, including three times directly to the Managing Director of the Customer Service Group.Worked as a Sales adviser within a challenging, fast paced inbound Sales environment, helping customers make informed choices over products and prices. Worked within a Forecast Planning team, scheduling and forecasting customer demand, cross-referencing this with the needs of our people and the business. Reached balanced, fair decisions in the face of emotive, personal staff expectations.Developed and implemented own Quality model, engaging with key stakeholders in both delivery and trial stages and placing Quality at the heart of what we want to achieve.Worked as a Team Leader within a challenging Debt environment (see below).

Leeds, United Kingdom

Main role whilst on Customer Operations Graduate Scheme Raising performance by supporting and challenging my team through regular performance and development conversationsEngaging, motivating and influencing my team to deliver their bestConducted team meetings, 1-2-1’s, always challenging individual performance and development and driving my team forward through clarity and strength of message and through looking for ways to be better every day.Ensuring my team have the knowledge they need and training, developing and coaching my team to help them be the best they can beTaking part in the recruitment, selection, new start process & training induction of advisorsLeading by example both in terms of delivering a great customer experience and by demonstrating the Sky Values & Sky Behaviours Managing the day to day team operation that delivers our Key Personal IndicatorsIdentifying ways to improve our customer processes (Sales & Service) Contributing as part of a CEL team and carrying out ad hoc activities Carrying out my duties to comply with Sky’s Health & Safety PolicyDelivering a key business strategy through driving completion of the People Survey through a series of innovative and engaging methods.

Sheffield, United Kingdom

Raising performance by supporting and challenging my team through regular performance and development conversationsEngaging, motivating and influencing my team to deliver their bestConducted team meetings, 1-2-1’s, always challenging individual performance and development and driving my team forward through clarity and strength of message and through looking for ways to be better every day.Led the way with analysis projects completed within my CEM group, providing detailed breakdown of trends of performance, allowing areas of improvement to be identified.

Sheffield, United Kingdom

Demonstrate excellent system, product knowledge and communication skills. Taking responsibility for ensuring all tasks are completed to deadlines. Maintain first class call handling standards. Use experience gained to resolve external or internal customers at first point of contact.Take responsibility for personal development within the department. Strive for knowledge and New challenges.To consistently meet targets set and strive to improveSupport new and existing members of staff. Act as a role model and lead by example.To ensure the procedures for escalation are followed and if necessary resolve these in accordance with Customer Care Procedures.To consistently meet targets set and strive to improve

Leeds, United Kingdom

Audit companies both in private and the public sector, ensuring the accuracy of their financial accounts. Stakeholder management at a variety of levels and positionsTested different aspects of their accounts for accuracy, clear presentation and efficiency. Analyses of figures, conduct investigations and any irregularities explored and risk mitigated. User testing of controls of organisations, ensuring that businesses were protected from fraud.

Doncaster, United Kingdom

Personal Advisor, helping customers who have been unemployed for longer than six months back into work. Managing workload, advising twelve customers per day in a face to face environment.Follow up activity to ensure managing a caseload of around 110 customers over a fortnightly period. Tailoring service to individual Customer requirements helping with a range of issues exploring ways to move back towards the labour market. Created and outline action plans and structured route back towards work and ensured the customer had the confidence to take personal management of their agreed steps. LEAN champion.

Doncaster, United Kingdom

Managed a variety of bids, both large and small, including the Flexible New Deal contracts and LDA bidsWinning new business for the company in a heavily results driven environment. Project planning and organisation, working with competing priorities to differing timescales. Chaired and facilitated meetings with partners and subcontractors, discussing and agreeing potential areas of mutual benefit, before negotiating costs and finances when appropriate. Conducted research on the local area, sourcing this from a variety of different places. Drafted tender documents for the company, working to tight deadlines. This involved being creative in thinking up new ideas to try to solve new problems for our hardest to help customers. Presentations to the board and my department at monthly meetings.

Sheffield, United Kingdom

Deal effectively and efficiently with customer enquiries and complaints in a fast-paced environment. Provide excellent face to face service to all customers in the branch. Handling large amounts of cash, and helped deal with the day-to-day running of the branch. A significant part of my job description was engaged in various administration tasks, such as balancing the books at the end of the day.

Rotherham, United Kingdom

Worked part time at the Best Western Consort Hotel whilst I was in sixth form and during the first two years at university.

Medieval History, The Wars Of The Roses, Fourteenth And Fifteenth Century Anglo-French Studies, Merit, Ma (Hons)

My understanding of the academic discipline of History was driven significantly forward by further study. In particular I began to think.

History, Medieval Studies, French Revolution, The English Civil War, 2:1 Ba (Hons)

I researched skills extensively, and such skills were driven on to a new level through my work for my dissertation and similar large.