Sapphire is a leading contracting and accountancy business, headquartered in the North West and proudly employee owned. We are dedicated to building dynamic, customer-focused teams that enable clients to unleash their full potential.Sapphire Contracting is committed to ensuring contractors are paid accurately, on time, every time. With a deep understanding of the contracting landscape, we provide tailored financial solutions and wrap-around support at every stage of their journey. This has made us a trusted partner for thousands of contractors nationwide. We’re proud to have supported more than tens of thousands contractors and businesses across the UK, helping them achieve their ambitions.

Providing dedicated CX insight and support to a growing customer facing operation

Accountable to the board of directors I have excelled in the completion of the group wide mission to become the trusted partner for everyone working flexibly. Revolutionizing the businesses customer service strategy, I developed a firm understanding of the voice and needs of the customer and created the complete customer experience. Intertwining “best in class” customer standards, robust and efficient processes, a rigorous appetite for value-add propositions and a highly influential leadership presence I have:• Embedded Customer Excellence into the DNA of the group• Elevated customer numbers by 125% year on year• Increased weekly revenues and gross profits• Highlighted 5-star Trust Pilot and Google Ratings with over 500 customer testimonies from a zero presence• Pioneered Net Promoter Scores yielding results of +65 across multiple customer touchpoints• Slashed the cost to serve, reduced complaints and improved first time resolution• Won “Best Large Umbrella Company” in the UK, as judged by the FCSA and Contractor UK • Implemented a digital self-serve customer engagement platform including Live Chat, employee benefits, and online portalIn addition to my proven history of being able to take an entire business with me on client-driven journey I also lend my time leading the Workr Group’s “Workr Voice” committee. This involves me consulting the opinions and guiding value add actions for all Workr colleagues to create a “Great Place to Work” culture and harmonious work environment resulting in great staff engagement and retention of our best talent.

Reporting to the Sales Director I was responsible for shaping the customer experience and sales delivery of the Love Energy business.Key Responsibilities• Delivery of coaching, 1-2-1’s and team briefs to inspire great sales performance• Creating a vibrant sales environment and winning culture within the team • Managing poor performance with coaching , SMART actions and improvement plans

Reporting to the Head of Residential Customer Services I was empowered with developing and shaping the execution of short and mid-term plans for a busy omni-channel contact center totalling 400 FTE and 30,000 customer contacts per week. • Initiating plans to improve customer service, relations, quality standards and service efficiency• Responding to business-critical incidents and concerns by supplying knowledgeable support and guidance to colleagues whilst staying calm and professional• Set stretching department and team goals with key management teams whilst supporting the execution of the goals with feedback and business intelligence• Controlling the resource and spend of a department to ensure training and compliance activity were undertaken with minimal impact to the customer.I honed my passion for service and customer excellence by building my career in a variety of roles from Customer Advisor, Lead Advisor, Team Manager, Service Delivery Manager and laterally Duty Manager. This gave me invaluable insight, education and understanding of every part required to execute an outstanding customer experience I honed my passion for service and customer excellence by building my career in a variety of roles from Customer Advisor, Lead Advisor, Team Manager, Service Delivery Manager and laterally Duty Manager. This gave me invaluable insight, education and understanding of every part required to execute an outstanding customer experience. Demonstrating my ability to communicate effectively across a variety of audiences I am proud to have been chosen to stand for E. ON UK in the House of Commons as a guest speaker on UK energy matters and controlled exhibition stands at the Conservative and Labour party conferences.

Supporting customers primarily through great service leading to retention of mortgage provision and sales add on such as payment protection and life cover.

factory baking operative

craft baker in retail sector