Ian Roberts Email & Phone Number

London, England, United Kingdom

I am responsible for service-related activity at Hiremech, focusing on delivering an excellent customer experience through efficient and effective engineering support. With an emphasis on driving a culture of safety first, my role is responsible for customer satisfaction, all service engineers, service coverage, resource allocation, response times and the proactive management of service bookings and maintenance contracts. To ensure that we offer the best service support, I also drive the adoption of continuous improvement practices across our engineering activity.

Purfleet

Maidenhead

Remit: Identify and develop Customer Service strategies focused on National and key customers. Multi £M revenues and improve margins. Identify and develop service strategies aimed at revenue and profit growth while ensuring customer requirements and entitlements are met. Develop and maintain strong relationship with principle supplier to ensure efficient resolution of product and customer issues.Achievements• Established a start up Contract Management team to manage existing and new National/Major contracts and customers worth several £M turnover, and to maximise customer satisfaction from demanding positions with the aim of growth or retention.• Improved margin profitability on these contracts typically by 7% despite the difficult economic climate.

Maidenhead

Remit: Drive multi £M annual revenue and profit targets through a team of 650 employees and 10 direct reports. Set and agree Service strategy. Ensure provision of Technical support and training. Work with suppliers to drive customer satisfaction and performance targets.Achievements• Promoted to undertake the additional responsibility of all Field Service resource of circa 500 engineers.• Additional annual service revenue by £2M per year through diverse initiatives and £400k per year cost savings through intelligent servicing.• Co-designed the brief for an improved customer service module and 'CRM' system to be built. This was a £14M project designed to deliver benefits exceeding the costs.

Maidenhead

Remit: Driving strategy and bringing consistency to Service Support operations, and to enhance process. To lead and develop 6 Regional Service Support offices, related workshops and the National Response Centre. Develop and implement mobile data and van tracker projects.Achievements• Substantial saving in overheads through creation of more efficient support structures and strategy.• Reduced debt queries from £250K per month to under £50K per month nationally.• Attended the Barloworld Group 'Leadership Development Programme' in 2008.

Abingdon

RemitRetaining an advisory/coaching role to my previous position. Developing the Contract Management role and of the Corporate Contracts managed from the Customer Management Care Centre at Abingdon. Creating and developing the NRC and it’s Ways of Working (WoW)Achievements• Increased revenue by up to £50K per year after having taken control of a contract under the threat of termination. • My success at working with and managing customers was recognised as other major contracts were handed to me to manage and ultimately retain. Typically these were up to £1M a year turnover customers.

Abingdon

Remit: Manage and develop major £Multi-million global contracts held with the Public Sector. Effective cost management of a £Multi-million maintenance budget to produce an operating profit in excess of target. Extensive travel to engage and maintain strong relationships with a Global client based in 15+ countries, at Sea and across 600+ locations. Achievements • Continually achieve profit targets through expert cost management.• Retention of initial contract and growth through additional contracts that significantly increased turnover and profit.• In addition to managing 45 engineers, a support team and suppliers I set up and managed a team handling calls not only globally for the Public Sector but Nationally for the whole UK business, and handling circa 1000 calls per day.

Maidenhead

Bachelor Of Science (Bsc) Hons, Technology

Road Transport Management