Ian Berridge Email & Phone Number

Dorset, England, United Kingdom

● Fully established a complaints team and implemented process framework by utilisng everyone’s knowledge and skills to meet the demands of a growing new-starter business.● Developed positive and productive working relationships with Third Party regulatory bodies through open, honest communication to establish sharing of best practice and to enable quicker customer resolutions.● Delivered quarter on quarter Energy Star Supplier Complaints Rating improvement (Citizens Advice) by focusing the wider business on minimising external customer escalations of their complaints to third parties.● Personally took responsibility of high risk complaints and dealt with customers to bring about resolution – including face to face meetings, phone calls and more recently, video conversations.● Continuously supporting individual complaint handlers with complex case reviews through 1to1s and coaching, enabling them to make the right decisions for customers whilst being cost effective.● Responsible for financial compensation budgets and entrusted to make tough business decisions when facing challenging problems. Consistently kept a balance between treating customers fairly and making the right decision for the business.● Implemented new processes in response to regulations introduced under the 2018 GDPR legislation to ensure compliance across the business and to meeting the growing needs of the customer base.● Collating data and insight for monthly business reviews and providing data to process improvement teams, allowing them to be more data-driven in their approach.● Managed cases high risk complaints, reducing potential PR damage and avoiding media involvement or legal action.● Implemented new career banding system and first year reviews to provide a platform for performance coaching and recognition/reward.● Ran HR processes and meetings where required. Also assisted with wider HR investigations under disciplinary processes.

● Co-managed call centres as an out-sourcing customer service provider for Google and HTC. Featuring 150+ agents and multiple Team Leaders, dealing with customer across the UK and Europe. Consistently maintained a collective service level across multiple languages and different channels (voice, email and chat)• Requested to assist with other contracts due to experience and proven results track record.● Implemented a customer service social media program for HTC, servicing thousands of customers across Facebook and Twitter over UK, Germany and Netherlands. Social Media offering was “best in class” for the mobile phone industry and understood that the platform is not just for marketing but also to offer true customer service.● Presenting Weekly, Monthly and Quarterly Business Review meetings for clients to track progress of account and suggest improvements to service.● Identified in the Company Talent Management Program as a High Performer and underwent relevant training program as a result of this.● Involved in complex HR meetings where difficult decisions had to be made involving the future of employees. Also conducted various HR investigations.● Coordinated responses to various PR situation – contributing to crisis meetings, liaising with legal teams and reviewing escalation processes following these incidents.

United Kingdom

● Managed inbound teams for various contracts, responsible for up to 18 agents of various nationalities taking calls/emails from UK, France and Hungary.● Consistently coached and developed agents – holding benchmark feedback sessions, 1to1s and side-by-side coaching● One of the Lead Managers supporting the call centre when the Consumer Show “”Watchdog” ran an article on the client and call queues were opened later in the evening.● Assumed the role of fire safety officer for the department● Seconded to another start-up contract to help mentor new Team Leader to achieve quality targets set by the client● Installed as Subject Matter Expert on Intraday and regularly reviewed shift patterns/coverage to ensure that there were no gaps in FTE and SLA was being met

United Kingdom

● Managed an Admin team of 20 employees as a contracting employee, processing ISA transfers during peak season● Took over the administration of a new pioneering Electronic ISA product to ensure that productivity targets were met through high unanticipated demand. Was the lead on many process refinements and the handover of the process to head office at the end of contract● Deputised as site lead when Ops Manager was out of office.● Team consistently hit targets around utilisation and productivity whilst maintain a high level of quality.

United Kingdom

Ran specialist Broking Team, placing insurance for Commercial Clients of HSBC Insurance Brokers. Negotiated new schemes and rates with underwriters, reviewed processes and undertook day to day management of the team. The team regularly hit sales targets and bonuses. Risks placed included - Monkey Sanctuary in Cornwall, Saatchi Gallery in London, Ice Hotel In London, and a catering company for Film Crews.