End to end oversight of customer experience, design and implementation of the customer agenda to realise our vision to be one the best customer-centric organisations. Hold responsibility for all customer service and case management teams nationally which play an integral role within the company to support customers through the claim process and provide a positive customer outcome.

Johns Lyng Group are the largest disaster recovery and reinstatement builder in Australia with 23 offices across the country working with local communities, Insurance Companies and local councils daily, Johns Lyng have over 800 FTE and 5500 Subcontractors fully experienced in Catastrophic events such as Fires, Cyclones, Storms and Earthquakes.

An Independent certified Coach, Teacher and Speaker (Founding Member of the John Maxwell Team).

Responsible for leading the Internal Dispute Resolution (IDR) customer relation teams, based in two locations, to provide exceptional service and fair outcomes to our customers. Engaging senior leaders throughout the Group to ensure support for major customer resolution outcomes which achieve the right balance between customer and commercial decisions. Delivering regular insights into complaint themes and dispute resolution outcomes and trends to drive business understanding and improvement across the Group. - Leads and manages the inflow of IDR escalated complaints from frontline, website, and email channels and oversees the resolution of over 32,000 customer complaints per year - Managing resources within an environment of unprecedented increase in volume (40% YoY) during APRA review, BSN, and the Banking Royal Commission- EDR and IDR workload strategic paper resulting in a significant investment of additional FTE resource - Developed tools to improve customer outcomes, risk expectations and case manager productivity. - Established re-design of Group Customer Relations leadership operating rhythm and disciplines. - Strengthened business partner relationships, enhanced the resolution process including financial settlement guidelines to improve speed of resolution in IDR, resulting in a decrease in time to resolve of 6 days- Improving business process within the Group using customer feedback insights to achieve better customer outcomes- Doubling the size of IDR team (40-80) within 3 months and improving the People and Culture result in FY19 by 20% despite a challenging business operating environment and significant volumes of complaints

Provide tailored coaching support to Area Managers, Branch Managers, and frontline teams to successfully embed large change initiatives, execute sales and service methodologies, optimize performance outcomes and build capability in leaders and frontline.

Provide tailored coaching support to Area Managers, Branch Managers, and frontline teams to successfully embed large change initiatives, execute sales and service methodologies, optimize performance outcomes and build capability in leaders and frontline.

Set direction for increasing sales and service capability and performance including setting KPI setting for 1600+ staff in the business.Held overall responsibility for key product and business stakeholders acting as the gateway into the business.

Led a large diverse and complex 450 seat contact centre, 13 different lines of business, 24/7 site based in Parramatta, Sydney. Executed sales and service strategy through large scale changes like core banking migration.

Roles focused on sales business development within the retail contact centre and moving the centre from servicing to sales and service. Led directly the 150 inbound and outbound agents across three sites.