Leading the customer centres through significant business change to improve our digital customer journey via website and mobile app, launching new products and services and improving the systems & processes that staff use to serve our customers.Delivering organisational change across customer centres, including restructuring and downsizing of teams, geographical migration of work and the setup of new operations to support new initiatives.Implementing new initiatives to improve customer service and continuously drive efficiencies, ensuring that improvement projects are implemented on time and within budget.Supporting the business objectives in NPS through a consistent approach of collecting, analysing, and acting upon customer feedback.Continuously improving and strengthening the service vision received by customers throughout the customer centre and online journey, ensuring consistency of service.Defining and achieving an uplift in business revenue through improved variance and threshold delivery. Delivering a proportion of contact centre revenue targets of £100m and support assisted web sales of circa £50m.Achieving cost per contact targets through effective operational management of adherence, attendance and transaction handling times, agents’ skills and capabilities.Providing inspired leadership and guidance to coach, motivate and lead team members to their optimum performance levels and career development.Excellent communication skills at all levels while remaining dedicated to ensuring understanding of company requirements and procedures.Working flexibly to accommodate the changing needs of the business, working long hours and taking on additional responsibility. Responding promptly and effectively to changing circumstances, planning for contingencies and managing conflicting priorities.Completing all activities in a timely accurate and efficient manner in accordance with procedures and work instructions.

Providing leadership to the largest global contact centre at Virgin Atlantic, taking responsibility for the operational management of the site, using a high level of initiative.Creating an inspirational work environment where people love to work, driving low attrition and absence.Contributing to the on-going development of the Contact Centre. Overseeing operational activities and staff involved in delivering worldwide customer service. Established new teams and processes in a remote site.Driving performance for the Contact Centre for global contact, overseeing resources to ensure SLA’s and KPI’s are achieved.Creating a compelling vision for service and support that is aligned to business strategy and values as a global business, continuing the development and ongoing improvement of the contact centre to achieve an enhanced customer experience and increased operational efficiency.Inspiring and developing a team of managers through individual and team support, coaching and mentoring through periods of business change and transformation.Cross-functional coordination and negotiation with other departments and key stakeholders within the organisation, to ensure a seamless end-to-end customer journey.Analysing and reviewing MI to identify trends, training needs and issues to ensure continuous improvements.

Leading, developing and inspiring a team to deliver an unrivalled quality of customer service.Driving forward KPI’s through motivation, direction, and enthusiasm.Problem solving to reduce financial loss against the company.Planning, organising, and setting objectives to ensure operational efficiency.Consulting with internal and external stakeholders to improve customer experience.Responsible for the developing two aspiring Leaders, as well as the direct management of 50 Customer Service Advisors.Resolving escalated issues of internal and external customers in accordance with policies and procedures.Supporting and improving team performance by sharing knowledge and best practices. Dealing efficiently and on own initiative with a high-volume workload. Working in a fast-paced high-pressure environment with the ability to consistently meet deadlines with the highest quality whether working solo or as part of a team.Working as part of a team, alone or in a supervisory capacity and have an excellent ability to manage own workload within time allocated.Consistently focused on product and process quality, continually trying to improve method.Implementing and supporting effective working practices and systems as required to continuously improve work scope delivery.