Mark Cartwright Email & Phone Number

Fleetwood, Gb

Fleetwood, England, United Kingdom

NHS Business Services Authority (NHSBSA) is an arm's length body of the Department of Health and Social Care (DHSC). It provides critical central services to support the priorities of the NHS, government, and local health economies

Liverpool, England, United Kingdom

Manchester, United Kingdom

Responsible for developing and implementing the business Customer Service Strategy and Brand development, reviewing web site traffic and against customer demand and business marketing activity. Fully responsible for the management of all customer contacts irrespective of the nature, source or medium. Leading, driving and delivering results and business improvements through operational managers and across all internal functions for Customer Service.I provide leadership and focus for the contact centre teams (in house and outsourced) to enable the delivery of agreed standards of customer service, and drive operational efficiency and effectiveness. To agree and deliver the on-going strategic development of the Customer Service operation to support the future requirements of the business.

Oldham, United Kingdom

I was responsible for the operational management of a 80 seat UK and Multi-Lingual Outsourcing Contact Centre based in the North West. I was also responsible for Client Relationship of 14 Ecommerce Retail Brands based in Europe the US and UK. I ensured that the Customer Service Centre acheived the business KPI's and manage the inbound and out bound call flow with effective resource planning and advisor utilisation for Clients such as Timberland, The BBC, Tumi, IC Company’s, Helly Hansen, TOUS, HBO and the Early Learning Centre

United Kingdom

Responsible for the Client Relationship for 12 Ecommerce Retail Brands based in Europe the US and UK and the performance and day to day management of 10 Multi-Lingual Customer Service Advisors and 10 UK advisors

Manchester, United Kingdom

I managed the operational team performance for Baines & Ernst/Blair Endersby for the consumer debt management offering and Insolvency Operation from the pack return stage to the meeting approval stage.I managed the performance of the operational team to ensure call and email SLA’s were adhered to and ensured all administration tasks around each IVA operational unitsI performance managed the operation to ensure the team were FSA compliant and ensured all the team were coached against the correct procedures. I managed the business small to medium client and consumer portfolio in order to make recommendations for Insolvency, IVA and Debt Management issues for B2C clients and customersI made recommendations on new products and services to enhance client performance within the current market place on debt management activities. I ensured all business KPI's and FCR were achieved, I had overall responsibility for client and customers satisfaction

Manchester, United Kingdom

I supported a customer responsiveness ethos ensuring that staff were properly informed and trained in the range of SAP IT applications, Customer Service Soft Skills, products and services. I managed a team of 12 trainers and planned the implementation of all SAP version 6 HR modules. I provided the first point of contact within Manchseter City Council for external training designers and project managed their contributions. I identified skills and competencies needed within the council and formulated training plans which detail how skills and competency gaps would be closed. I designed, modified and delivered training and personnel policy packages which met business objectives and improved performance. I had a clear focus on all of Manchester City Council’s operational training and development needs in line with IIP and 6 Sigma principles and allocated budget, whilst continuously evaluating and developing the HR and Training and Development function

United Kingdom

I managed both the internal and external delivery of all training & development & SAP programs within Centrica Business Services, to ensure delivery of training workload against agreed standards and targets. I implemented and designed SAP training materials for all HR functions across 4 sties for Centrica Business Services, including an evaluation process to ensure SAP skills were effectively transferred to Centrica employeesI provided a single point of contact for Centrica Leaders on daily training issues, managing conflicting resource demands by identifying relative priorities and options available, assessing the impact of each on overall levels of service and workflow, and work as a learning partner/account manager to jointly formulate solutions.I effectively managed the L&D budget in order to ensure priority business needs were met, and increased team and individual performance. Designed and delivered sales and customer service training to all employees and management.I was responsible for managing the Personnel function and training team for British Gas/Centrica and the Co-ordination of all personnel issues and the training and development needs of all management and staff. I have developed employee and customer surveys to gain vital feedback to bench mark my training and development plans

Bachelor'S Degree, Human Resources Management/Personnel Administration, General

Education record