-Operational and strategic management of 6 Regional Managers as my direct reports, 48-108 Customer Resolution Advisors across 9 locations.-Monitoring and managing HR and ER. Including, but not limited to, absence management (sickness, AWOL, LTS) performance management, disciplinaries and appeals, policy changes and role changes.-Capacity and resource management-Regular 1-2-1s with direct reports to ensure their individual locations are all meeting key performance metrics.-Leading positive change across multiple departments within the business working with stakeholders at various levels to improve Customer experience. -Managing and leading relationships with recruitment agencies -Design and implementation of new recruitment process to ensure the correct calibre of staff were recruited (both permanent and agency) to continue to drive the high standard achieved. -Providing cover for senior manager in cross departmental meetings-Presenting at mid-year and end of year Board level operational performance tours, highlighting the successes of the department and the aims and targets for the next 6 months.

-Accountable for a team of 8-14 Customer Resolution Advisors. -Responsible for KPIs for team including, but not limited to, Customer Satisfaction (across all channels), productivity (ensuring the team are working quickly enough to achieve capacity but not at the expense of the service being provided), SLA and employee engagement-Capacity and resource management for the Customer Operations team on site.-Managing sickness and absence, completing all HR processes, and following the necessary disciplinary actions where needed.-Coaching the Customer Resolution Advisors to support them in the areas needed to drive improvements in their KPIs. Leading to a sustained increase in both Customer Satisfaction and Productivity over 14 months-Managing relationships on site with stakeholders across 3 departments. Analysing performance/compliance data from these departments to highlight areas for improvement and working with them to improve customer experience.-Working closely with management onsite to look at processes that impact customer service driving the changes to those processes to ensure the customer service success metrics are improved.-Customer Satisfaction Champion - working with a group across the business to look at what is having a negative impact on customer satisfaction scores and implementing changes to improve the position.-Leading a system change within the CRM system to streamline the process flow used by Customer Resolution Advisors when completing enquiries-Managing changes in processes and the Customer Resolution Advisor job role whilst maintaining an increase in performance across the team-Providing cover for other Regional Managers on varying sites as and when required-Covering for Area Manager ensuring no impact on the area during that time.

-Operational Management of 5 Team Leaders direct reports, 30 Contact Centre Agents and 83 Service Desk agents including performance management and development, resource and capacity planning, absence management including disciplinary interventions as and when required-Introducing customer focus/structured development to Service Desk alongside a skills matrix, creating performance development plans for both teams and individuals- Management of relationships with 3rd party clients with a variety of contractual needs, developing strong relationships based on trust, transparency and delivering to my commitments-Providing weekly reporting to board level, highlighting delivery against contractual obligations including SLAs, emerging trends, risks and opportunities-Overall responsibility for day to day operational running across both teams, constantly reacting and reprioritising, whilst still ensuring consistent delivery.-Designed and led introduction of structured training plans across both teams to ensure all training is up to date and new starters have consistent training-Escalation point for process issues and complaints from customers, ensuring all complaints resolved effectively and in line with policy-Working with internal and external stakeholders to ensure the service delivered by the Service Desk can be measured and meets contractual obligations and customer expectations

-Accountable for delivering exceptional customer experience to a large retail company. Managing a team of 5-30 and working closely with the customer to improving the service offered to customers throughout the business.-Management of a number of contact channels, phone, email, social media and reviews within SLA-Complaint management for internet and retail customers.-Successfully led transformation of team from a process focused team to a high performing customer experience focused team. -Involvement in leading and contributing to multiple reorganisation and transformation projects.-Highlighting pain points along the customer journey and working on fixing the root cause so that the customer experience is improved leading to a 14% contact reduction whilst trade increased.-Being the voice of the customer when business changes are made.-Building and maintaining relationships with members of both Flooid and the customer to ensure that a high quality service is delivered.-Implementing a consistent approach to performance management across the department.-Introducing single view dashboard management to monitoring and enable efficient team performance management against SLAs and KPIs set out in customer contract.-Creating and distributing a new pay scale system across 2 contracts including a new performance management tool to improve consistency and drive continuous improvement across the teams.-Streamlining reporting across the department to minimise workload for the team leaders and ensure that customers receive the detail they require. -Conduct regular 1-2-1’s with team