Derek C. Email & Phone Number

Responsible for complaint regulation and the ombudsman relationship on behalf of settle with a reporting line through to board. Responsible for managing and developing a team of customer resolution colleagues with oversight of day to day complaints and concern management. Working with all levels of the business alongside supporting external stakeholders to.

To enable PA Housing to develop its customer vision by providing complaint resolution leadership, formulating policies and developing, planning, and coordinating operational activities. Leading the customer experience (complaints and subject access requests) team, designing and developing new processes to enhance customer satisfaction.- Developed and.

London, United Kingdom

Providing leadership and direction to the consumer services team and Public Helpline, maintaining a high performing, effective and resilient team who have good morale and positive development opportunities.- Leading a cross organisation guild bringing together key roles to continuously improve our services to consumers- Leading the Protecting the.

London, United Kingdom

To enable Cifas to develop its consumer vision by providing leadership in formulating consumer policies and developing, planning, and coordinating operational activities. To lead and develop the consumer affairs team and Cifas’ outsourced public enquiry line, analysing consumer feedback, implementing best practice solutions in systems and process design.

London, United Kingdom

One year contract to set up a community engagement programme for Capital and Counties Properties PLC (Capco), in relation to the Earls Court residential development.- Developed a community and stakeholder map to track relationship and opinion shift, commissioning research where appropriate- Acted as spokesperson / ambassador, building key relationships.

London, United Kingdom

Network Rail is an engineering company formed to revitalise Britain's railways. It runs, maintains and develops Britain’s rail tracks, signalling, bridges, tunnels, level crossings, viaducts and 17 key stations.- Responsible for devising and delivering Network Rail’s public facing communications strategy, successfully delivering a range of multi-channel.

Responsible for developing and managing an integrated communications strategy in order to enhance public engagement. The emphasis was on the creation of a multi-channel contact centre to manage customer service enquiries, some of which were of an emergency nature.- Designed and implemented public notification/consultation processes for both large.

- Leading and developing the community relations function geographically spread around the UK- developing a new customer relationship management system to replace bespoke Access based systems- Successfully re-tendering the National Helpline service for the first time in seven years- Reduced problem resolution times from circa 20 days to five days and.

A not for profit company that provides a wide range of cars, wheelchair accessible vehicles, scooters and powered wheelchairs to over 600,000 disabled people.- Responsible for developing the 110 seat Contact Centre (40,000 calls per month, annual budget £4m) to meet customer/client expectations- Responsible for project design, cost benefit analysis and.

- Organised, directed and coordinated department policies, quality assessment and procedures on all matters relating to customer/client procedures and processes- Responsible for internal department audits and projects, including recommending and implementing improvements to the existing processes and systems - Delivered quality and training requirements.

Ba Hons, English Literature And Sociology

Education record

Diploma In Business Leadership, Business Administration And Management, General, Diploma