Gareth J. Email & Phone Number

Gloucestershire, England, United Kingdom

End to end operations responsibility, overseeing Business Change, Contact Centres, Claims, 1st Line of Defence, Quality, Training and MI, to ensure the business achieves ongoing growth, profitability and engagement through continuous improvement and operational excellence.

Cardiff, United Kingdom

Leadership and responsibility for the delivery of exceptional service to all business partners and clients, to achieve/exceed budgeted expectations and to be consistently compliant with strict regulatory guidelines and complex contractual specifications.Responsibility for all customer service/sales teams and a technical team, which dealt with over 10 business partners, including some of the largest insurers and claims management companies in the UK.

Responsibility for customer service, customer care, inbound/outbound sales, account management and administration functions at Williams Medical Supplies, the leading supplier of medical consumables, equipment, pharmaceuticals and family planning products to the UK Primary Care Market. As part of the senior management team, my role was to lead and inspire the Contact Centre managers and their departments to continually drive profitability, growth, brand reputation and above all customer experience.

I was responsible for the day to day leadership of a financial services management team, to ensure the quality of service, sales, profitability and efficiency of the bank was consistently improving. I was accountable for the delivery, integration and monitoring of FCA/PRA regulatory requirements across the customer service function.

I was responsible for the delivery of outstanding service to NHS trusts, hospitals and chemists providing healthcare solutions in the UK, through leading a regional team to provide an exceptional customer experience to both clients and patients.

I was responsible for the leadership of a multi-tiered management team in a 600 seat call centre which handled over 20 million calls a year, delivering exceptional customer experience, through multiple channels and across multiple sites.