Frances Phillips Mcmi Email & Phone Number

Hemel Hempstead, GB

London, United Kingdom

Non profit business set up to support diversity in the workplace and promote diversity awareness in the business environment.Providing advice, insight and support for businesses and organisations on gender diversity - specialising in transgender representation in the work place - from an employer and employee perspective. HR advice and insightTraining and.

Thames Valley Region

Volunteer position - The regional board has the responsibility for supporting the development and execution of the overarching strategies of the Chartered Management Institute (CMI), which includes the Institute of Consultants (IC) and Women in Management (WiM) - delivery of member engagement, management events, employer and learning centre activity..

Watford, United Kingdom

Thrive Homes is a housing provider based in Hertfordshire and is on a journey to deliver the 'Thrive Deal' - to postion the organisation and deliver services in a more effective way - bringing a housing association into the modern world, by defining our 'offer' and opening up technology..Strategic and Operational role:Member of the Senior Management.

Wooburn Green

• A senior role leading and managing the customer service / property service teams for the group's portfolio of 13,000 homes. Contributing to the strategic vision and objectives, managing change, part of the leadership.
• Successful restructure of 4 property service functions into one overall Property Services team.
• Integrated the Private Sector Leasing team into the wider Customer Service operation.
• Managed culture change - putting the customer at the heart of what we do.
• Turnaround of call centre performance, driving improvement of SLA / KPIs from 65% to 90%.
• Improved customer satisfaction scores from 70% to 85% - monitored satisfaction surveys.

Manchester, United Kingdom

Providing Employment Law and HR advice and support to a client base of 25,000 SME businesses - provided via telephony and email support. Utilising business and HR knowledge to ensure our clients (employers) act within the ACAS guidelines and statutory requirements and minimise their exposure to potential employment tribunal claims.

London, United Kingdom

• The company measured and supplied the UK television viewing figures (TV ratings), from the viewing panel of 6000 homes across the TV network regions, via bespoke set top box meter technology on behalf of our client.
• Achieved complex BARB SLAs - Regional TV Networks reporting criteria
• Introduced a remote fault diagnostics tool to reduce levels of STB equipment not reporting.
• Enhanced Customer Satisfaction levels and improved the quality of reporting data.
• Conducted operational process reviews - saving 2.5 % of a £2.5m cost budget - (£60k).
• Introduced an NVQ programme for field technicians - which was well received.

Denman FM LTD - provided M&E and HVAC services for Sainsburys, M&S, Boots, Co-Op, Somerfield etc, My role was to provide Field Support, Call Centre operations, commercial and account management, system development - conducting service reviews with our clients.> Assisting with £6m tender bid for Sainsburys, as well as Tesco and M&S tenders. > Support to the.

London, United Kingdom

• Property and FM Service Desk for Sainsburys retail outlets and the non retail property estate. Management of the 24/7 helpdesk which was the link between the stores and the outsourced FM service providers and.
• Exceeded call centre SLAs, maintained our performance during a major change programme.
• Achieved IIP accreditation and introduced NVQ qualification for the team.
• Designed and implemented a new service process for Sainsbury’s petrol stations.
• Managed the outsourcing project of the FM Desk to a third party provider.

London, United Kingdom

• Outsourced Customer and Technical support services on behalf of major ISPs (C&W, BT, Virgin.net, Trinity Mirror) and online internet services through a 250 seat 24x7x365 multi-channel Contact Centre.Managed a large.
• Launched UK and USA customer service support for Cable & Wireless web hosting clients.
• Set up iDesk’s Customer Services function and diversified into EMEA multilingual support.
• PCPro magazine ‘ ISP 2001 Awards’ - 1st position for technical service support for IC24.

South East / London

Customer Service provision for the THORN Rental and Retail brands.Various management positions held within the THORN rental group, Radio Rentals, Thorn Homeserve, DER, Multibroadcast. Management of customer services, field service technicians and distribution centres.TV, AV, PC and white goods cutomer support and maintenance across the group.Roles.

Digital Transformation

Leadership Fundamentals

Cipd - Employment Law - Level 7

Dms

A Level

Supermarket Retailing Certificate