Kevin Bennett Bsc Cmgr Fcmi Email & Phone Number

Tewkesbury, Gb

Tewkesbury, England, United Kingdom

Leading a fantastic team (over 500 colleagues) and broad business wide portfolio across our leading Neighbourhood Coaching model, Retirement Living, Community Investment, CX/Contact, Complaints and Engagement.Key strategic projects include the move to ‘place’ based working & leading the pre financial year analysis and readiness for Consumer Regulation.

Solihull

Executive lead across a broad corporate remit including Customer Service/Experience, Community Engagement, Contact Centre Operations, IT/Digital, Business Intelligence, People Operations and Facilities.Regularly deputised for the Chief Executive across the business and externally.Executive lead for the partnership and performance relationship between Solihull Community Housing and Solihull Borough Council.Accountable to various Committees and Board.Executive lead across National Federation of ALMO’s (Council Partnership Group)

Affinity Water is the largest water only supply company in the U.K, based across South East England.My leadership accountability, reporting to the MD and later the CEO spanned the e2e, £50m p/a customer operations journey. I strategically led leakage, network distribution, pressure optimisation, planning, repair and maintenance and innovation teams, during a period where performance step change was my key objective, repositioning the department for future success.During my time leading the team (c.400 FTE increasing with seasonality) I mobilised strategic change to the operating model, contributed to a 15% leakage reduction across the AMP (sector leading), improved key safe behaviours to ‘business leading’ & implemented a new workflow solution, Maximo.

South East England

Affinity Water is the largest water only supply company in the U.K, based across South East England.I led customer service and billing contact centres across the business in the U.K. and offshore, focussed specifically on digital and process optimisation, automation and employee engagement.I specifically strengthening the team around service access, inclusion, targeted channel shift (digital) and complaints, consistently improving internal and regulatory measured satisfaction levels.During my time leading the team, I invested in resource across business process excellence, re-established strategic relationships with delivery partners, achieved a highest sector ranking of 4th (of 18 providers) for customer satisfaction, reduced complaints by 40%, automated c.35% of back office processes and won 2 U.K. Customer Experience awards.

Strategic Customer Lead working across multiple clients. Delivered strategic consultancy or hands on interim roles, specialising in service design/transformation, contact centre strategy and technology strategy.Example assignments and organisations:Service Design & Transformation Principal Consultant - Birmingham City Council.Interim Customer Operations Director - Birmingham City Council.Contact Centre Strategy Principal Consultant, Police and Crime Commissioner, Dyfed-Powys Police.CRM Implementation Principal Consultant, Certas Energy U.K.Service Delivery Strategy Principal Consultant - Crimestoppers.

Midlands And South West Uk

A challenging Interim role supporting NHS Direct through an intense period of business change, contract mobilisation & exit strategy.As a member of the senior management team I was a key operational stakeholder across National 111 pilots & 111 mobilisation (to BAU) within the West Midlands & Somerset regions.Covering multiple sites with direct & in-source teams (C.400 FTE) my role worked collaboratively alongside programme management, contact centre planning and senior clinical functions to ensure, that within each period of contract mobilisation from 0845 to 111, there was minimal service degradation across internal & commissioner led KPI's.Following a difficult initial launch of 111 & subsequent performance stabilisation, I supported a successful transition of the new service from NHS Direct into Ambulance Service Trusts within my regions.

A senior operational manager within a growing utility organisation, supporting the role out of smart electric and gas meters to the First Utility residential & business customer base on a national level.Accountable for operational delivery from meter request/installation, data accuracy to smart bill, I developed a team of service delivery managers, technical & field based resource acting as a 'conduit' between contact centre, data & billing departments.Heavily focussed upon improving operational performance I built strong relationships with my service providers (National Grid/OnStream, Enterprise, Siemens & G4S) to reduce financial waste and optimise processes to improve the customer journey.I championed team development to ensure that talented individuals had the opportunity to shine within a dynamic and intense business.

Accountability for strategic and operational delivery of OFWAT regulated industry targets. Providing leadership and coaching for specialist data technicians and contract managers. A key stakeholder within an e2e process with excellent comunication and influencing skills. An astute budget holder with overall accountability for delivering area CAPEX schemes, full equipment and resource accountability (contract resource 80k monthly). Proven ability to work in pressure Environments and manage reactive company wide incidents (on call status 24/7)Supported implementation of SAP into the business regionally from training to go live and BAU.I was a leading Manager within the Service Delivery team setting a clear benchmark for other Managers.

Working within a specialist team focused on improving e2e processes across a diverce customer focussed business with emphasis on lean management and H&S. A company wide internal audit expert engaging operational field based teams and making/implementing best practise recomendations. A lean management champion working with globally recognised industries to implement and support business change. Providing a 'go to' internal service for continuous improvement.

Responsibility for managing 6 customer service team leaders and c.100 advisor's within a customer billing outsource environment and part of a wider 500 seat contact centre operations team.Ventura was the first major stepping stone in developing my operational management journey & provided fast career progression through demonstrating a keen interest to develop my people management skills and the achievement of results in a high performing site.

Bsc, Earth Science

Activities and Societies: PPL - Private Pilots LicencePRINCE 2 Chartered Manager CMGR FCIM IOSH NRSWA Supervisor Water Engineering Private.

Aviation

Qualified Private Pilot AOPA (Aircraft Owners and Pilots Association)

Education record