Mark Field Email & Phone Number

Arundel, Gb

Chiswick, London, Gb

Responsible for all operational delivery across housing management, customer service, leasehold management, responsive repairs and sales for c5,500 homes (15,000 residents) across west London.Key Achievements:- Increased repairs first time fix from 45% to c80% over a 9 month programme to drive operational excellence and embed lean operating procedures. As a result of this, repairs cost per unit has reduced by 25%- Reduction in complaints by 30% and 12% increase in CSAT through mobilising a new approach to customer resolution and case management - Transition to new operating model – placing an emphasis on embedding a culture of customer relationship/account management with centres of excellence focused on leasehold management and tenancy enforcement - Stabilised front line customer service, launched new welfare support offer and customer charter setting out six core service commitments - Delivered new governance framework and committee structure to enable better Board oversight and decision making

London, England, Gb

Responsible for retail services across pre-payment and credit customers (55,000 residential customers).Key Achievements: - Implemented voice of customer strategy and operational analytics to identify key customer touchpoints requiring immediate improvement and cost to serve benefits - Delivered service improvements through promotion of self-service channels and technology change across telephony and online channels, reducing contact by 20% over 3-month period- Designed and implemented new billing accuracy, financial hardship and debt recovery processes which have delivered a 15% improvement to in-month cash collection - Creation of Centre of Excellence model to re-build critical capabilities required to continually improve and embed the voice of the customer across the organisation

Worthing, West Sussex, Gb

Responsible for the end to end service, cash and debt operation for 1.9m residential customers and revenues of £700m. Accountable for retail business strategy and operating model, customer service design and digital customer propositions.Key Achievements:- Led a programme of work which delivered a 70% reduction in bad debt, increased operational efficiency and reduced cost to serve by 30% whilst at the same time improving customer experience and reducing complaints by 40%.- Definition and transition of a large-scale change programme to outsource a 200 FTE service centre to deliver improved customer experience, channel optimisation and operational benefits of £6m p/annum - Delivered business plan that enables £60m of operational efficiencies over five-year period - 30% digital adoption delivered through implementation of new service design, customer segmentation and guided customer journeys

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb

Senior Lead responsible for the delivery of Southern Water’s business retail strategy.Successfully delivered a programme of activity to sell and migrate one of the first retail water customer bases of 100,000 customers, to Business Stream in readiness for the opening up of the retail market from April 2017.

Worthing, West Sussex, Gb

Responsible for designing, implementing and improving the service experience customers receive from Southern Water by translating the brand and customer insight into processes, policies and ways of working which drive up customer satisfaction. Setup a customer experience transformation programme that focused on short term improvements and broader transformational changes across the customer value chain. Led a review of the customer experience design and implemented a new customer contact operating model to reduce contact, place emphasis on first time resolution and increase proactive touch points.Completed a full review of the customer supply chain, realising in year savings of c5% vs spend.

Worthing, West Sussex, Gb

Responsible for developing and shaping strategic themes with the Executive Team and defining new business opportunities that drive revenue and brand growth.Developed a new Board strategy cycle to focus on broader strategic priorities.Mobilised the market reform change programme to prepare Southern Water for retail competition in 2017. Developed the business case and strategy to onboard affinity partnerships that drive customer legitimacy and offer new products and services to customers that have a synergy with the Southern Water brand.

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb