• Manager overseeing the customer relationship teams with responsibility for service delivery to high value customers in the Industrial, Commercial and Public Service sectors across the UK• Accountability for operational delivery against contractual KPIs, budget framework and regulatory requirements• Key stakeholder role for customer success across the business linking Business Development, Account Management and Operational teams • Establishing team goals and personal objectives directly in support of corporate KPIs• Designed and implemented an award-winning Single View of the Customer approach that utilised innovative MI to enable proactive customer management • Extensive experience of building and supporting the successful delivery against targets by offshore outsource teams

• Overall responsibility for Level 1, 2 and Regulator complaints• Leading, managing and motivating a team of Complaints handlers and front-line Resolvers• Working directly with Leadership Team to gain momentum on CX initiatives and driving an increase in profile across the business• Designed and implemented an externally recognised best in class complaints handling journey• Ensuring compliance to regulatory complaint handling requirements• Business operational representative to customer consumer bodies, Ombudsman and industry regulators• Continuously improving the internal complaint handling processes and customer experience by creating a roadmap to success

Customer Care ManagerAugust 2013 - November 2015Operations manager overseeing the UK clients. Responsibility for leading, motivating and developing four teams. Working with key stakeholders throughout the business to ensure customer excellence and adherence to key standards. Customer Service ManagerJuly 2012 - August 2013Overall responsibility for the Customer Service department of Indigo Lighthouse Group; incorporating UK and European Contact Centre operations. Multi-lingual contact centre operation servicing clients throughout Europe. Responsibility for leading, motivating and developing my team to successfully achieve client SLAs and KPIs. Reporting directly to the Managing Director.Indigo Lighthouse are proud winners of the 2011 Glasgow Business Award for Excellence in Customer Service. Indigo are 2011 European Call Centre & Customer Service Awards finalists and reached the final shortlist in two of the CCA Global Excellence Awards categories: 'Contact Centres: Great Places To Work' and 'Most Effective Training Programme’.Deputy Customer Service ManagerAugust 2011 - July 2012Reporting directly to the Customer Services Manager. Responsibility for a UK team of agents and overseeing performance across the UK contact centre. Day to day requirement to achieve SLAs and involvement in business wide projects.Team Leader & Senior Team LeaderJune 2004 - August 2011Within a multi-lingual contact centre reporting directly into the Customer Services Manager. Responsibility for a team of UK contact centre agents (16) and a multi-lingual team of contact centre agents (4).Customer Information Security officer with responsibility for all aspects of adherence and training. Knowledge of adherence to DPA, PCI Standards and CCA Standards. CS Training Coordinator with the qualified trainer reporting directly into me.