Responsible for: Creation & delivery of the national customer contact strategy - including voice distribution, voice delivery and digital delivery across the group (including: Mobile fleet, Live chat, web enquiries, TrustPilot, Feefo, google reviews & social media responsesBusiness owner for centralisation of work processesDirect leadership of the Contact Centre Operations - including the Legal helpline department & the social media/digital department.Reviewing the end to end customer journey for voice & digital channels ensuring competitive advantage and best in class service delivery. Owner for client inception/onboarding for IM LLPOwnership of medium to large P&L’s (profit & non profit) relevant to Contact.Small, Medium & Corporate B2B client relationships relevant to the Contact Centre.Service delivery of contact channels ensuring the technology roadmap fits the strategy and that technology when in place delivers to the desired requirement.Circa 1 million client contacts per year - Internal & External client Omni-Channel touch points delivered by the firms Contact Centres.

Head of Warrington Contact Centers + Head of the Logistics and Distribution divisionResponsible for 2 divisions, 25+ clients, 10M portfolio.Outbound sales contact centers for both B2B and B2CLeading a team of senior Client Service Managers and Call Center Managers to deliver client KPI’s (unique and defined by campaign & division).Leading an outsource business with operational and client relationship accountabilitiesContact Centre: British Gas B2C outbound energy sales (dialer)British Gas B2B outbound energy sales (manual)Royal Mail B2B – Blended New business and account ManagementParcel Force B2B – Blended New BusinessKerry Foods – Inbound Customer care lineMiller – Blended Mystery ShopDiageo – Blended Account managementTactical campaigns over multiple clients.Logistics & Distribution: Working across approx. 20+ internal & external clients4000 sq ft Warehouse/distribution CenterProduction AreaPrint roomData CaptureClient Service/Head office department

Responsible for a team of 500 colleagues, 22 teams, 3 operations,9 different inbound and outbound propositions with various KPI’s, & stakeholders. Supporting circa 20 k high value customer calls per week to help them run a successful business. Understand external competition and build a business plan to ensure future success of the department/business. Reporting into the managing director of b2b, responsible for engagement and communication with senior stakeholders and customers. Accountable for P&L for department and delivering across a balanced scorecard via clear business planning and execution. Deliver and embed change being sign off for all change impacting the area.Business Lending team: Unsecured regulated sub 25k business lending, including other relevant product solutions. Circa 300 lending products per week at a value of 10 million, Includes web chat to support customers with an application.Mortgage advisory team: Advice provided to customer applying for a commercial mortgageOnboarding team: Inbound new customer team Retention & Engagement: Working on a dialer to proactively contact customers using a propensity modelerMandate Change: Inbound team helping internal & external customerTransaction banking:Bespoke teams to support high profile customers Rural:Industry specialist. Bespoke team to support agriculture customersProfessional practice:Industry specialist for Solicitors and accountants. International payments desk: Specialist in making international payments Call quality & admin: Driving the required standard

Tasked with setting up and leading a remediation site to calculate and repay PPI claims for the UK Retail Bank.Circa 200 colleagues on shore and service managing 150 in NoidaProcessing site of temp staff (including leaders)Calculation and issue of customer redress for historic Payment Protection Insurance policies on retail productsRelocated to own the creation and management of a global team with heavy involvement with external and internal regulators.Working with agencies such as KPMG and other consultancy agencies to meet FSA (FCA) regulatory requirements.