Ian Smith Email and Phone Number

Leading 10 direct reports and up to 120 FTE across a multi-channel contact centre.Within this role I delivered the following:-Supported and driven change to handle both Dyno Rod and British Gas calls multi skilling 11 teams of advisors .-Worked with stakeholders to revise and develop a “Colleague Career Path & engagement programme”-Revised Insurance complaints process, delivering a first contact resolution rate of 70% and a 20% improvement in NPS / CSAT-Supported junior managers & developed a skills based programme to support in management career progression

My key achievements within this role have been driving staff availability and flexibility across a team of 116 colleagues and completing a consultation project with the team, increasing weekend deployment levels to match customer flow. Within my role, I have conducted a number of customer “surgeries”, gaining first hand feedback to drive service standards across the store. My role as service manager also has accountability for Audit & Compliance across the store, through effective influencing and process management; I have increased results from 34% to 86%

As a store manager designate within Orange, I have been covering maternity leave for the last year. In this time, I have been based at the Newport store.Within the year, I have developed the team to deliver connection results, not only exceeding target but increasing year on year growth outside the division’s results.These results have been delivered through driving a change to total focus on customers, ensuring sales floor management is in place at all times and by coaching the team, developing their selling skills to their optimum, enabling them to identify opportunities for incremental business, along with widening their skills to close new business opportunities. A structured review process has backed this coaching programme, ensuring that any under-performance has been dealt with in a fair way.In addition to my key retail roles, I developed a Sales training package, trialled in my store and successfully rolled out nationally.

As a General Manager, I was accountable for the store’s overall operation - developing the store business plan and ensuring all team members understand how they contribute towards the store goals, whilst keeping the customer at heart. I was also responsible for driving business growth, ensuring the store performed to the best of its potential and consistently achieved the highest standards through effective planning and implementation.I devised my business plans to ensure my team delivered a consistent great performance by ensuring that managers and colleagues at all levels were set clear goals and objectives, reviewed on a regular basis, recognizing high performers and dealing with under-performers fairly and effectively to raise business performance.