Martin Wheatley Email & Phone Number

Southwick, GB

Haywards Heath, England, United Kingdom

Drive the delivery of excellent service and experience to our customers through the outsourced partner whilst embedding a culture of efficiency and continuous improvement.Ensure change programmes land effectively with the offline outsourced environment.Design and deploy customer satisfaction and culture programmesDrive Operational performance by correctly.

Crawley, England, United Kingdom

• Direct end to end processes and management within the Customer Services and First Level Support Team (Digital Technical Support). Offered our customers a seamless service that develops, manufactures and supplies dental.
• Instrumental in driving revenue generating growth and retention initiatives.
• Managing workflow of all customer contact into UK Subsidiary while working closely and sharing best practice with international offices around globe.
• Leadership role in the strategic direction of two teams across the business and creating an efficient and effective customer experience.
• Monitoring and Development of all staff through coaching and quality assurance framework.
• Adherence to Compliance SOP’s and regulations – in particular, returns, product failures and human tissue licence requirements.

Worthing, England, United Kingdom

• Managed the Home Move and Technical Call Centre functions within Southern Water, made up of multi-channel expert advisors and team managers, ensuring all contact and complaints are dealt with according to performance.
• Managed the Home Move and 24/7 technical call centre teams of approx. 90 FTE, including 7 direct management reports.
• Worked closely with key business stakeholders to champion a culture of outstanding service through ownership, proactivity and promoting first contact resolution.
• Drove initiatives to achieve CSAT and efficiency KPIs with the aim of reducing cost to serve.
• Promoted proactive engagement resulting in a 50% reduction of written complaints.
• Developed and executed a customer service strategy which served our circa 1 million customers across the south.

Lancing, England, United Kingdom

• Built and drove improvements to the customer journey ensuring all expectations were exceeded. I managed Customer Services, Collections, Contract Retentions and the Legal Department (pre-litigation) – collectively the.
• Set Service Level Agreements and Key Performance Indicators E.g. Timed calls, Abandoned Call ratios, quality, and delivery of performance targets.
• Personally met with Key Account client base to troubleshoot outstanding contractual issues and mediate agreements.
• Set and communicated clear expectations of the appropriate behaviours of individuals through regular and effective coaching.
• Proactively looked for opportunities to upsell products and services to enhance the customer experience and increase revenue.
• Analysed performance results for service and operational environment; implementing and driving change where necessary in order to achieve required improvements

Lancing, England, United Kingdom

• Managing the credit management function and overseeing the credit control processes.
• Leading and motivating the credit control team in order to achieve collections targets.
• Monthly reporting of the Key Performance Indicators for the department.
• Managing relationships with the clients in order to reduce exposure to potential bad debt.

Bachelor Of Science - Bs, Sport Science, Pass

Higher National Diploma, Sport And Exercise Science, Pass