Please complete the CAPTCHA to continue
@citizensadvice.org.uk
✓
LinkedIn matched
A concise factual answer block for searchers comparing this professional profile.
Lee Brooks is listed as Contact Centre Technology Consultant at Self-employed, based in Wakefield, England, United Kingdom. AeroLeads shows a work email signal at citizensadvice.org.uk and a matched LinkedIn profile for Lee Brooks.
Lee Brooks previously worked as Technical Consultant at Self-Employed and Senior Operations Manager at Citizens Advice. Lee Brooks holds Ba (Hons) Business Administration 2 (I), Hnc Business Administration from Leeds Metropolitan University.
This section adds company-level context without repeating Lee Brooks's masked contact details.
AeroLeads found 1 current-domain work email signal for Lee Brooks. Compare company email patterns before reaching out.
Personal ProfileSenior Manager with over 25 years experience recruiting, managing and developing teams to deliver a range of services and projects in commercial and charitable organisations, for clients in retail and public sector. Delivering outsourced contact centre solutions, procuring and managing contact centre technologies (Product Manager) and contract managing suppliers. A team player with a track record for delivering projects, achieving targets and improving processes. Successfully led the change from face to face service delivery to remote working for services in 250 offices. A contact centre professional who is loyal and hardworking, delivering change and service improvements to the organisations I work for and with. An open and transparent manager who develops his team creating well motivated and team focused achievers. Able to adapt to changing environments and thrive, leading by example.Currently seeking a new role at Senior Management level within an organisation committed to contributing to improvements for the communities in which they operate. Wanting to manage and develop a team of like minded individuals who will implement changes to improve services for customers, delivering value and great service. KEY SKILLSManagement of multidisciplinary teams across multiple locations. Responsible for stakeholder engagement and relationship building with key service users and fundersProcuring, designing, implementing and developing a virtual contact centre used by 240 Citizens Advice offices, accessed by over 16,000 users.Inspiring Leader Award at Citizens Advice Staff Conference 2018Initiated a strategy to migrate all Citizens Advice services to be delivered remotely during the pandemic, and implemented this strategy, ensuring service continuity for over 3 million clients.Managing the telephony architecture, improving service delivery through problem identification, testing of fixes and release management.
Listed skills include Change Management, Leadership, Management, New Business Development, and 5 others.
Company context helps verify the profile and gives searchers a useful next step.
A career timeline built from the work history available for this profile.
Leeds, England, United Kingdom
Working as a consultant with the senior team to undertake the procurement and transition of IT and Telephony Services to a new solution.
Leeds
Reporting to the Head of Core Services in the Operations Division. I have been responsible for rolling out a virtual contact centre to over 250 offices, 16,000 advisers, across multiple services. I was recruited for my contact centre management expertise and contact centre technology knowledge.
Leeds, United Kingdom
Managing a team of experienced Contact Centre and telephony professionals, responsible for the organisations two virtual Adviceline Contact Centres (Cymru and England). Supporting our Bureaux network to deliver local telephone services to clients on a range of advice needs.
Reporting to the Managing Director, Managing a team of Client Service Managers and Account Managers (36FTE’s)Preparing client revenue (£10m) and staff cost forecasts (£2.4m)Achieving Business Plan (Delivering projects on time, delivering revenue and costs to plan)Strategic Planning (12 month plan, 3 month rolling review)Growing existing client accounts (through cross/upselling FSA, streamlined processes DCLG)Key AchievementsWon new business (Home Office, FSA, Freight Van Service £1m)Project Managed and Implemented new business (Home Office, FSA, British Gas Swim Campaign)Managed the business through several major changes, restructure; new business wins; new system implementations; and re-location/redundancyTrained as a Six Sigma Green Belt. Undertook several projects to improve business processes. Process Mapped the business to prepare for ISO9001.
Managing a team of Client Service Managers and Account Managers (36FTE’s)Preparing client revenue (£10m) and staff cost forecasts (£2.4m)Achieving Business Plan (Delivering projects on time, delivering revenue and costs to plan)Strategic Planning (12 month plan, 3 month rolling review)Growing existing client accounts (through cross/upselling FSA, streamlined processes DCLG)Key AchievementsWon new business (Home Office, FSA, Freight Van Service £1m)Project Managed and Implemented new business (Home Office, FSA, British Gas Swim Campaign)Managed the business through several major changes, restructure; new business wins; new system implementations; and re-location/redundancyTrained as a Six Sigma Green Belt. Undertook several projects to improve business processes. Process Mapped the business to prepare for ISO9001.
Managing an Inbound Contact Centre for multiple clients on an outsourced contract basisManaging between 2 and 10 thousand customer calls per day across 20 different campaigns/clientsHandling escalations/complaints, recording feedback and implementing process improvements.Account Managing Contact Centre Clients (10 clients ranging from £30k to £1m revenue)Performance Managing a team of ten Team ManagersTelephony Management (Avaya Index and Call Management System, Q-Max Scheduling & Forecasting, Trunk side voice Recording, Affiniti and BT supplier management)Achieving Client SLA's within a multi skilled bureau environment (Delivery to typically 80% answered in 20 seconds, but across 20 different skills sets which were clients or campaigns.Delivering Call Centre revenues whilst achieving forecast staff costs. (Revenues based on pence per call or minute, forecasting accurately and being re-active to changes was critical)Key AchievementsGrew the call centre from 5 agents to 140FTE's, delivering a service on behalf of over 20 clients on several different operating systems (3EX, Damarts, Flying Brands, Trutex, Toshiba, Daily Mail, Redcats)Managing a wages budget of £2million.Successfully implemented the Pilot for the Digital Switchover Help Scheme in Whitehaven for Digital UK and the BBC. Responsible for Operational Management of multiple teams across 3 sites (Darlington, Whitehaven, Wetherby)Providing consultancy services to Ebuyer setting up their network IVR and telephony services (Using Affiniti's web based solution).Managed campaigns for many clients including Flying Brands, Gameplay, Daily Mail, The Sun, Toshiba, Pricebuster TV and Yorkshire Forward Floodline. Campaigns varied from 1 week for 50 staff to 2 dedicated staff for 3 years. Trained myself on the Telephony solutions and was hands on able to go live with new campaigns at a days notice (Damart 1 days notice for an 8 week campaign, retained the business from 2001 to 2009).
Account Managed 15 small clients (Sport England largest £250k). Retained this client through competitive tender, when I joined they were threatening to terminate due to poor service.Managed a team of 3 Client Services staff
Completed Prince 2 Practitioner Training and am now certified to the new 2009 exam. Registered Practitioner. Completed Six Sigma Green.
Quick answers generated from the profile data available on this page.
Lee Brooks works for Self-employed.
Lee Brooks is listed as Contact Centre Technology Consultant at Self-employed.
AeroLeads has found 1 work email signal at @citizensadvice.org.uk for Lee Brooks at Self-employed.
Lee Brooks is based in Wakefield, England, United Kingdom while working with Self-employed.
Lee Brooks has worked for Self-Employed, Citizens Advice, Citizens Advice Service, Multi Resource Marketing, and Capita Fulfilment Services.
You can use AeroLeads to view verified contact signals for Lee Brooks at Self-employed, including work email, phone, and LinkedIn data when available.
Lee Brooks holds Ba (Hons) Business Administration 2 (I), Hnc Business Administration from Leeds Metropolitan University.
Lee Brooks is listed with skills including Change Management, Leadership, Management, New Business Development, Operations Management, Outsourcing, Performance Management, and Training.
Search by job title, company, industry, location, and seniority. Export verified B2B contact data when you need it.
Start free trial Search contactsCheck these profiles if this is not the Lee Brooks you were looking for.
View similar profiles
