Ian Pack Email and Phone Number
United Kingdom
Ian Pack's Location
United Kingdom, United Kingdom
Ian Pack's Contact Details
Ian Pack work email
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Ian Pack personal email
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Ian Pack phone numbers
About Ian Pack
Highly motivated transformational data-driven all-rounder and change agent with proven track record of leading multi-functional multi-site teams to deliver challenging improvements in Business Performance, Quality Management Systems and Customer Experience. Strategic planner, effective leader and influencer, with the ability to organise and follow through every step of the project in Quality Assurance Management, Process Improvement, Compliance, Customer Service (internal and external), Systems Implementation, Operations, and Key Account Management in B2B and B2C in a wide range of sectors and industries. Effective organisational champion for culture of outstanding Customer Experience through effective engagement and involvement of all stakeholders to ensure objectives are achieved whilst complying with Quality standards and Budget requirements
Ian Pack's Current Company Details
Swann Engineering Group Ltd
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Quality Standards Officer
United Kingdom
- Website:
- swanngroupltd.com
- Employees:
- 1
Ian Pack Work Experience Details
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Quality Standards OfficerSwann Engineering Group LtdUnited Kingdom
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Quality Standards OfficerSwann Engineering Group Ltd Jan 2023 - PresentBraintree, England, United KingdomPrioritising and enabling Improvements based on data and evidence across all processes and departments -
Customer Service ManagerSwann Group Ltd Dec 2018 - Jan 2023BraintreeResponsible for service, internal and external in a B2B manufacturer of Telecoms Infrastructure, supplying to UK Mobile Network Operators. Sugar CRM System Administrator and driving force for change and improvement. 105 employees £12m turnover• Designed and implemented SOPs and CRM “How To” to improve BD Team operational performance, efficiency and capacity, Induction and Training, and Customer Experience• Developed effective KPIs to see issues early and intervene • Increased scope… Show more Responsible for service, internal and external in a B2B manufacturer of Telecoms Infrastructure, supplying to UK Mobile Network Operators. Sugar CRM System Administrator and driving force for change and improvement. 105 employees £12m turnover• Designed and implemented SOPs and CRM “How To” to improve BD Team operational performance, efficiency and capacity, Induction and Training, and Customer Experience• Developed effective KPIs to see issues early and intervene • Increased scope of BD team responsibilities, including responsibility for GDC workflow• Ensured effective implementation by team of CRM and email Management systems to transform internal and external service levels and efficiencies• Identified and delivered CRM automations to improve efficiencies and Customer Experience• Recruited and trained new team, resolving long-standing single point of failure risk• Ensured resilience and additional layers of cover for key functions within BD team Show less
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Crm Improvement ConsultantCentury Logistics Limited Jul 2018 - Oct 2018Bury St EdmundsShort term project to develop and implement Customer service strategy in line with Client SLA’s, identify and deliver high levels of Customer Service with focus on improving First Contact Resolution• Improved First Contact Resolution from 11% to 68%• Improved response time from 5 days to under 6 hours• Developed Customer Service procedures, polices and standards and training to implement• Reviewed KPI’s and revised to ensure ongoing improved service levels and efficiencies•… Show more Short term project to develop and implement Customer service strategy in line with Client SLA’s, identify and deliver high levels of Customer Service with focus on improving First Contact Resolution• Improved First Contact Resolution from 11% to 68%• Improved response time from 5 days to under 6 hours• Developed Customer Service procedures, polices and standards and training to implement• Reviewed KPI’s and revised to ensure ongoing improved service levels and efficiencies• Introduced live one to one video diagnosis for immediate Troubleshooting• Recruited and trained new team• Improved productivity and Customer Experience through identification of bottlenecks and friction in process Show less -
Head Of Customer ServiceMultiyork Furniture Limited Jul 2016 - Mar 2018ThetfordSome of my key accomplishments:♦ Took the Right First-Time delivery from 88.58% to 96.88%♦ Reduced number of problems by 22% and saved £369k per annum♦ Designed and implemented customer care strategy, MY LEAD, effectively transforming the customer experience♦ Successfully negotiated cost reduction of 72% (£75k from £269k) with IT supplier
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Interim Managing DirectorColchester English Study Centre Sep 2014 - Apr 2016Colchester, United KingdomDuring the restructuring of the organisation, I proficiently led change and improvements within Operations, Customer Experience & Service, Sales & Marketing, Quality Assurance and Compliance.Some of my key accomplishments:♦ Generated new business Sales to take pipeline from nil to £460k in five months♦ Reduced headcount by 25% and fixed overheads by £250k per annum♦ Transformed Customer Service and operational delivery by all staff, leading to increased sales from repeat… Show more During the restructuring of the organisation, I proficiently led change and improvements within Operations, Customer Experience & Service, Sales & Marketing, Quality Assurance and Compliance.Some of my key accomplishments:♦ Generated new business Sales to take pipeline from nil to £460k in five months♦ Reduced headcount by 25% and fixed overheads by £250k per annum♦ Transformed Customer Service and operational delivery by all staff, leading to increased sales from repeat business and new recommendations Show less
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Interim Head Of Business DevelopmentBqutms (Time Management System) May 2012 - Aug 2014London, United KingdomI was head of new business development and marketing as the new tech start-up.Some of my key accomplishments:♦ Designed and implemented successful online inbound marketing campaign♦ Strategically incorporated website design, blogs, white papers, email campaigns and webinars♦ Coordinated appropriate social media and utilised classical marketing strategies -
General ManagerConfederation Of Tourism & Hospitality Oct 2010 - Apr 2012The Confederation of Tourism and Hospitality - CTH is the international membership and awarding body for the hospitality, tourism and travel industries.I successfully handled regulatory responsibilities with Ofqual as well as delivering change and improvements across the business. These included Customer Service, Operations, IT, Business Development, Key Account Management, Governance and Financial Management.Some of my key accomplishments:♦ Reduced costs by 27% through… Show more The Confederation of Tourism and Hospitality - CTH is the international membership and awarding body for the hospitality, tourism and travel industries.I successfully handled regulatory responsibilities with Ofqual as well as delivering change and improvements across the business. These included Customer Service, Operations, IT, Business Development, Key Account Management, Governance and Financial Management.Some of my key accomplishments:♦ Reduced costs by 27% through effective change management programme♦ Increased sales by 45% and retained earnings by 124% year on year Show less
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Commercial & Operations DirectorThe Outsourced Training Company, Essex Jul 2008 - Jul 2010Leading provider of managed learning services to large organisations with key products including consultancy and programme design, training administration, management information, supplier management and funding administration - £5.8m annual sales - 49 employees over 4 sites. As the Operations and Commercial Director, I steered Operations in Business Development, Procurement, Financial Management, Regulatory compliance and IT service delivery.Some of my key accomplishments:♦… Show more Leading provider of managed learning services to large organisations with key products including consultancy and programme design, training administration, management information, supplier management and funding administration - £5.8m annual sales - 49 employees over 4 sites. As the Operations and Commercial Director, I steered Operations in Business Development, Procurement, Financial Management, Regulatory compliance and IT service delivery.Some of my key accomplishments:♦ Achieved £1.6m reduction in operating costs through effective change management programme♦ Won £3.5m new business contracts♦ Successfully negotiated 14% price increase with Ford Motor Company for £800k Service Centre Show less
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Operations And Customer Services ManagerTwi Training And Examination Services Oct 2006 - Jul 2008World leaders in delivery of industrial training and related qualifications globally with operations in Europe; £72m annual turnover - 600 employees - Training and Examination Services division £11m turnover - 48 employees in UK over four sites.; Developed divisional strategy, gained buy-in and commitment from senior management colleagues and implemented organisational restructuring action plan including staff rationalisation and recruitment and new investment in equipment as well as facilities… Show more World leaders in delivery of industrial training and related qualifications globally with operations in Europe; £72m annual turnover - 600 employees - Training and Examination Services division £11m turnover - 48 employees in UK over four sites.; Developed divisional strategy, gained buy-in and commitment from senior management colleagues and implemented organisational restructuring action plan including staff rationalisation and recruitment and new investment in equipment as well as facilities and course materials. Increased divisional revenues, profits and customer service standards by transforming and reinvigorating previously under performing and long-term loss making division. Directly performance managed eight programme managers and three senior administrators as well as oversaw all aspects of revenue generation operations. Show less
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Commercial DirectorMetskill Ltd Mar 2003 - Sep 2006UK Metals Industry training and skills body providing training and development solutions - comprised member companies ranging from Corus to small family owned SMEs - employed 38 people over 3 sites with £7.5m annual turnover.; Designed and implemented company's product marketing and sales plan, managed revenue streams, led supplier negotiations, business planning and budgeting activities. Directly performance managed team of eight sales management, research and development, marketing… Show more UK Metals Industry training and skills body providing training and development solutions - comprised member companies ranging from Corus to small family owned SMEs - employed 38 people over 3 sites with £7.5m annual turnover.; Designed and implemented company's product marketing and sales plan, managed revenue streams, led supplier negotiations, business planning and budgeting activities. Directly performance managed team of eight sales management, research and development, marketing communications and administration support colleagues and made significant contribution as member of company's senior management team. Show less
Ian Pack Skills
New Business Development
Start Ups
Business Planning
Change Management
Product Development
Online Advertising
Coaching
Business Strategy
Employer Engagement
Strategic Planning
Management Development
Training
Commercial Awareness
Marketing Strategy
Operations Management
Sales Management
Negotiation
Management
Leadership
Program Management
Project Management
Business Development
Ian Pack Education Details
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Ilkley Grammar School
Frequently Asked Questions about Ian Pack
What company does Ian Pack work for?
Ian Pack works for Swann Engineering Group Ltd
What is Ian Pack's role at the current company?
Ian Pack's current role is Quality Standards Officer.
What is Ian Pack's email address?
Ian Pack's email address is ia****@****rds.com
What is Ian Pack's direct phone number?
Ian Pack's direct phone number is +4477307*****
What schools did Ian Pack attend?
Ian Pack attended Ilkley Grammar School.
What skills is Ian Pack known for?
Ian Pack has skills like New Business Development, Start Ups, Business Planning, Change Management, Product Development, Online Advertising, Coaching, Business Strategy, Employer Engagement, Strategic Planning, Management Development, Training.
Who are Ian Pack's colleagues?
Ian Pack's colleagues are Mike Meepanya, Stephen Lemon, Andrew Gregory, Anna Frank, Amy Stride, Peter Mccarry, Kenneth Runagall.
Not the Ian Pack you were looking for?
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Ian Pack
Photographer, Seasoned And Multi-Skilled. Contributor Cephas Wine Photo Library. Writer On All Things Photography.Hassocks2gmail.com, gmail.com
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