Ben Hardman describes himself as a ‘behavioural optimisation specialist’ with over fifteen years’ experience in leadership and people development for some of the UKs leading brands. With a proven track record in creating high performing teams and improving results within Customer Service, Sales and Credit Management in the retail and telecoms industries. A charismatic and passionate facilitator who really cares about unlocking people’s ability to experience a more productive and happier work life by focusing on the right behaviours to deliver results. With experience of delivering seminar speeches and large change management programmes, Ben’s enthusiasm for people’s development is the driving force for his strong worth ethic, supportive nature and commitment to his trade.Ben has worked in various roles throughout his career from front line customer service to operations manager and uses this experience to challenge the thinking of those he works with to make the connection between performance improvement and business results. As well as being an experienced musician, Ben is a professionally qualified learning and development practitioner, coach and Insight Discovery practitioner.

The main part of this role is to deliver management development to the management population across the retail and support office areas. This is a national role responsible for 2000 managers up to and including store directors which really focuses on influencing the right behaviours and skills. Main responsibilities:- Support and Induct new store directors into the Specsavers partnership model- National delivery of Management Development workshops including ILM level 2 and 3 certificates- Project Manage and design new blended learning management development solutions- Academic coaching and mentor support for Managers completing ILM Qualifications providing guidance and feedback on progress - Build and maintain relationships with support teams to improve the performance of retail managers and drive course attendance

The Collections function delivers market leading operational performance and customer service while continuously developing a high performance culture that enables effective management of our revenue whilst reducing operating costs and minimising churn.Responsible for the day to day management of the Collections Department. Providing leadership, direction and development for the Team Leaders population to enable them to manage the Collections representatives to deliver brilliant service.

Managed up to two thousand staff’s induction, in life product and behavioural training at the UK’s biggest site. I also had an amazing talented team of trainers who "want to be the F.A.C.E of Everything Everywhere training" (Focused, Award winning, Consistent, Engaging). I was responsible for driving performance and the day to day management of eleven Operational Trainer’s in our North Tyneside site. Making sure individual growth is supported through regular 1-2-1s, meetings and observations as well as working with key stakeholders to ensure our customers get the best from us from induction to in life and beyond.This team delivered two of the biggest changes in telecoms history including the new EE 4G brand launch delivering multi directorate modular training to nearly 2000 staff delivering excellent results and were runners up for 'Training Team of the Year' at the 2013 CSTA awards.

Line Management an mentoring responsibility to North Tyneside Operational Training Team responsible for the training needs of over 2000 staff. Increasing productivity and skills level through regular observations, coaching and feedback to help promote best practice and share excellence.

Responsible for the training needs of over two hundred agents and twenty Team Managers.Working with the head of Collections to develop business interventions that increased collections revenue and productivity including an inhouse accreditation scheme via the Institute of Credit Management which reduced consumer and business ledger debt and a implementation of a post dated credit card system that generated £1.5M pa.First Line support for a team of eight Collections Training Coaches by providing mentoring, coaching and personal development through robust PDP's.