An award winning, results driven, leader providing extensive experience gained across both Private and Public sector organisations Providing practical leadership and business improvement solutions following direct engagement to properly assess the challenge(s) being faced by the organisation. Key focus areas for the delivery of practical and successful outcomes;Leadership and MotivationCustomer Experience including Sales and RetentionBusiness Improvement/ TransformationProject ManagementInterim Management

Driving the successful delivery of the Continuous improvement agenda across 2 key strands - Business Process and New Technology Delivery. This led to many successful improvements, driving up customer satisfaction and colleague engagement whilst also reducing the cost of delivery. This was achieved through close working relationships with both our client and our internal support structures. In addition I also delivered the improvements required to meet our regulatory obligations.

Following a period as the Head of Business Optimisation I took on the role of leading and driving the successful recovery of the customer contact areas initially in Voice but extending into Complaints and Digital contact areas. This has involved very close monitoring of performance and ensuring teams were fully re-engaged, coached, supported and self belief restored to ensure we, as a team, could (and are) delivering against SLA

Originally leading the Continuous Improvement delivery for complaints I then took on the challenge of improving the performance of their 3rd party outsourced Contact Handling operation. Both being delivered successfully for a 3.5m customer base. I then stepped up and took on the delivery and improvement of the full Legacy customer service operation. This extended to ensuring the whole organisation and 3rd party suppliers were fully engaged to optimise the performance pre migration.

Delivering change for a respected outsourced service provider. This extended to the creation and delivery of an innovation hub to encourage idea generation, delivering a new WFM system to a 100 strong debt collection field team - from requirement definition to vendor presentations and selection. Created and delivered a change function for the organisation.

Responsible for defining the strategy for the period from 2020. This covered all stages including researching and presenting best in class customer service and innovation, creating and delivering all governance, engaging with regulatory and external customer research bodies as well as driving delivery. This included the delivery of systems, the creation of new processes and the delivery of a credit/ debt programme.

Directing the creation of the Customer contact and Back office customer capability. This included the setting up of the processes, delivery and implementation of the systems through to billing and financial reconciliation. In addition this involved setting up the office and recruiting staff post licence award.

This was a fantastic opportunity to work in a new industry driving the customer experience aspects of the domestic water business.This involved coaching the established team, building the existing organisation, driving out cost and working directly with the regulator and 3rd party customer contact handling contracts.There were significant areas of focus in terms of customer journeys and customer experiences which involved close liaison across the customer streetworks teams and the frontline customer handling teams.This also cut across billing and debt as well as specific strategic areas such as vulnerability.This was a great organisation to consult with and I would actively encourage anyone who hasn't experienced the water industry to become engaged.

Assignment completion following successful outcomes after introducing and developing- a performance reporting structure- a coaching/ mentoring capability to allow employees to improve customer service and sales - a coaching/ mentoring capability to allow employees to develop commercially and personally- a sales tool-kit to enhance and develop both general and cross product selling- a new customer "on-boarding" capability and reporting- a means of identifying and nurturing new commercial and agricultural accounts and clientsThe organisation supplies fuels and associated services to business and domestic customers from their nationwide network of depots.

Accountable for the delivery of industry leading customer retention results at British Gas Residential Services (an FCA regulated Insurance business). Achieved through directly employed and outsourced teams both onshore and offshore.Team of c.450 covering all aspects of the customer relationship from on-boarding, post purchase, through in-life and beyond renewal. Accountable for defining and setting the overall strategy by cohort/ customer type as well ensuring operational delivery through change initiatives covering systems and behaviours.Head of site - Senior Responsible person with full accountability for site safety (Gained GOLD RoSPA), Business continuity and all site development and facilities working closely with the business partners. Creation and delivery of change programmesCorporate social responsibility partnering for businesses and the communityAwards received at British Gas Services :UK CUSTOMER EXPERIENCE - Team of the yearBEST BUSINESS AWARDS - Corporate social responsibilityCCA - Continual improvement professional of the yearCCA - Best use of certificationCCF European Call Centre Awards - Best centre to work for

National team c550 delivering high volume, high margin Sales, Service and Retains at product and customer level for a customer base c4mLeading teams to deliver enhanced performance including volumes and marginsDelivery of business growthDelivering business change Delivery of daily/ weekly MI and business update reports

Multi site sales and customer support functions through c800 employeesDelivery of specialist services to LandlordsDelivery of customer relations functions for contract customersProject change management and delivery

Implementation of a sales culture to sell through serviceDeliver customer service in response to general enquiries and breakdown response

Maintenance and delivery of employees monthly payroll and expensesAccountable for revenue collection and analysis for retail sales

Finance managerProject accountantBid ManagerPersonnel OfficerNational Insurance supervisorVisiting officer