Greg Douglas Email & Phone Number

Aberdeenshire, Scotland, United Kingdom

Launching a new service 'All In Aberdeenshire' focusing on support for both employed parents who have a disability, and employed parents who have children with disabilities. The goal of the programme is to improve their employment status - whether through upskilling to get a better salary, adjusting their workload or timetable through mediation with employers, making needed workplace adjustments to improve workflow, or even re-assessing their career choices to be able to move on… Show more Launching a new service 'All In Aberdeenshire' focusing on support for both employed parents who have a disability, and employed parents who have children with disabilities. The goal of the programme is to improve their employment status - whether through upskilling to get a better salary, adjusting their workload or timetable through mediation with employers, making needed workplace adjustments to improve workflow, or even re-assessing their career choices to be able to move on. There is also a Supported Employment for Youth element to the service, which will focus on under 25s who can benefit from support to move into paid employment and even 'in-work' support for up to 52 weeks. Show less

Aberdeen, Scotland, United Kingdom

As part of the Scottish Government Pathfinder programme, the company has a commitment to contributing to the national target for permanent tenancies sourced and sustained during the programme duration and beyond. I worked as an administrator for the programme by processing new referrals, assisting with the vetting of eligible candidates and allocation to dedicated personal practitioners, who can provide ongoing support for the service-users whom we house.Left due to a change in… Show more As part of the Scottish Government Pathfinder programme, the company has a commitment to contributing to the national target for permanent tenancies sourced and sustained during the programme duration and beyond. I worked as an administrator for the programme by processing new referrals, assisting with the vetting of eligible candidates and allocation to dedicated personal practitioners, who can provide ongoing support for the service-users whom we house.Left due to a change in service manager. Show less

Aberdeen, United Kingdom

Providing employability guidance and support to members of the community in remote areas of the Shire, particularly those in the vulnerable position of being unemployed. Suitable transport is a very real issue in the area so it is beneficial to be able to provide support actually in the towns that need it the most. This support is available to a range of clients including those with disabilities, mental health issues, learning difficulties, criminal backgrounds, or those recovering from… Show more Providing employability guidance and support to members of the community in remote areas of the Shire, particularly those in the vulnerable position of being unemployed. Suitable transport is a very real issue in the area so it is beneficial to be able to provide support actually in the towns that need it the most. This support is available to a range of clients including those with disabilities, mental health issues, learning difficulties, criminal backgrounds, or those recovering from dependency issues. It also includes at risk groups, such as those facing financial difficulties, benefit sanctions, or refugees. A key feature of being a part of local council is the robust network, community focus, and access to targeted funding that can be utilised where it is most needed. Show less

Aberdeen, United Kingdom

Aberdeen, United Kingdom

Allowed me to relocate to Scotland and provided a customer base to assist with personal credit both in resolution and management of financial hardship and providing new loans where appropriate.

West Malling, Kent

Exploring the wonderful world of social housing and the myriad pressures that its customers face daily. Looking forward to being part of the journey in this new contact centre environment as it strives to improve on the previous poor performance of this sector in general. Many promising things on the horizon so far, I'll be looking for every opportunity within the organisation to participate.

Farnborough, Hampshire, Uk

BMW itself is a fantastic company to work for - lovely people and if there's one piece of advice I can give them: employ your own staff directly!! Outsourcing might be financially cheaper, but they have no idea of how to manage a mature contact centre environment. Such a shame :-(

Henley-On-Thames

Currently assisting with streamlining the migration of the contact centre from Henley to the IFDS centre in Chelmsford, Essex. Likely to be completed sometime in the Q4 period of 2016.

Reading, United Kingdom

I currently support the telefundraising department by monitoring calls for compliance, adherence and quality. Tasks also include providing feedback to management on coaching requirements, campaign trends and the induction/training of new staff members joining the team. I also do a share of the fundraising calls to ensure familiarity with all campaigns and to assist team targets for the month/year.

Reading, United Kingdom

Supporting a financially regulated sales team in a busy national contact centre. Monitoring calls for compliance with customer service expectations and as a second line of defence for TCF and FCA regulations. Providing analysis and timely MI to create training and coaching where required for both seasoned and new staff members. Participating in role-plays and feedback for new starters in the sales environment.

Christchurch, New Zealand

This role was a very divided one in terms of its responsibilities. Primarily, complaints not able to be dealt with at the frontline, and requiring management/2nd level experience were referred to our team. We would speak directly with customers, or communicate via email, to investigate, analyse and resolve their issues in a manner that endeavoured at all times to validate and dignify them, regardless of the specifics of the case.Secondarily, the role was proactive in outbound contact… Show more This role was a very divided one in terms of its responsibilities. Primarily, complaints not able to be dealt with at the frontline, and requiring management/2nd level experience were referred to our team. We would speak directly with customers, or communicate via email, to investigate, analyse and resolve their issues in a manner that endeavoured at all times to validate and dignify them, regardless of the specifics of the case.Secondarily, the role was proactive in outbound contact with customers who had given negative scores or verbatim responses to NPS (Net Promoter Score) surveys. In this way we were able to demonstrate to customers that their concerns were not being ignored, but rather that we wanted to find ways of restoring a favourable customer relationship with them going forward.A further facet of the job was the statistical and trend analysis that allowed us to see patterns of customer behaviour, identify 'pain-points', see areas of product or service that were not working efficiently and thereby make beneficial recommendations to the relevant departments to find improvement or development strategies. It was at times a punishing and stressful role, and yet probably one of the most rewarding, when viewed with the right degree of empathy for people who wouldn't otherwise complain if they didn't feel at least in some small way justified in doing so. Show less