John B. Email & Phone Number

Burton Upon Trent, England, United Kingdom

As part of my job responsibilities, I am responsible for the overseeing the CSI delivery business projects and make sure they are completed within the allotted time and budget whilst maintaining the company's, Health & Safety and regulator standards. To achieve this, I establish a project governance framework and prioritise projects based on the business's.

Birmingham, England, United Kingdom

• Operation and People Management
• Leading the Government & Defence helpdesk/contact centres, resource management and administration to deliver to targeted KPIs and avoid financial penalties, leading a team of seven Service Delivery Managers.
• Running the contact centres to meet the defined SLAs and meet the customer’s expectations
• Establishing and managing a strong working relationship with the contract account teams, providing insight and identifying and embedding operational efficiencies
• Driving consistent behavioural standards across all parts of the operation, supported by the Team Leader Reset - empowering our leaders to make the right decisions for our people in line with legislative requirements
• Attracting and developing the best talent to create high-performing, motivated teams with a drive to succeed and an authentic culture.

Walsall, West Midlands, United Kingdom

• My main goals for improving overall efficiency in our operations were as follows:
• Ensuring that our RAC resources attend to customer needs accurately on their first visit to minimize repeat visits and improve customer satisfaction.
• Developing innovative strategies to control spending on sub-contractors. We identify areas where we can intervene to reduce costs and enhance customer satisfaction.
• Proactively communicating with our customers to achieve a balance between business objectives and customer satisfaction.
• Encouraging the benefits of our membership program to meet the needs of our customers and provide them with fair treatment.
• Meeting and exceeding regulatory requirements such as FCA and TCF through a documented and auditable methodology approach.

Birmingham, West Midlands, United Kingdom

I was responsible for overseeing the operational performance of the Birmingham Motor Claims Contact Centre, which involved contributing to the business strategy. I led a team of 100 staff and provided coaching and mentoring to team leaders and managers. By analyzing customer feedback, I was able to identify trends and behaviours and implement improvements.

Oldbury, West Midlands, United Kingdom

As the leader of the national 24-hour contact centres for road and home emergency services, I had overall responsibility for the operations. This included managing a large and complex budget of up to £10 million and ensuring that the benefits offered met the needs of our customers, leading to maximised sales revenue. I managed, led, and developed teams of.

Oldbury, West Midlands, United Kingdom

As the person in charge of the AA emergency breakdown contact centre out of hours (9 pm - 7 am), I took responsibility for ensuring that all operations ran smoothly. I led a team of 30 customer advisors and scheduling specialists, providing guidance and support as needed. To ensure that we met our KPIs for quality, productivity, and sales, I regularly.

Oldbury, West Midlands, United Kingdom

I was promoted to Team Manager after only two years of working as a customer service advisor due to my exceptional leadership abilities and aptitude for comprehending complicated business data. During my tenure as a Team Manager, I managed teams of 12 to 15 customer service advisors at the AA Contact Centre.

Halesowen, West Midlands, United Kingdom

Nvq Level 3 – Management

Management Development Programme

Nvq Level 3 – Supervising Call Handling

Ism Introductory Award

Activities and Societies: This was a 12 month programme sponsored by the AA and Affiliated by the Institute of Leadership & Management