Martyn Smith Email & Phone Number

World Wide But Mostly Gb

Ealing Broadway, London

Creating and delivering training programmes to support the development of individual and groups: from senior managers to apprentices.

London, United Kingdom

Working as part of a collective of consultants on a range of business improvement and people development projects, which includes:• Management training• Business improvement• Team development• Change management

Hampton Hill

General management of with a small and growing business, specialising in plumbing, drainage, heating and pest control, including:• Day to day management of operations staff.• Acting as main escalation point specifically for both Technical and Customer Service calls.• Provide formal quotations for follow up work and arrange work schedule. • Organising Engineers work schedule in order to meet customer requirements, liaising with customers as required if delays.• Formulating out of hours rota and worked with out of hours service to provide extended out of hours cover 24/7.• Providing Risk Assessments & Method Statements and Consignment Notes for moving contaminated waste.• Planning Tool box and other relevant training with external H & S Consultants including working within Confined Space, Safe use of Ladders / Working at heights, Asbestos awareness, Noise and the dangers to hearing, Fire Awareness, safe use of chemicals.

London

Overseeing Business Development Strategy with the fastest growing drainage and plumbing company in the Greater London region, including:• Driving first class customer service• Assuring 100% satisfaction guarantee• Delivering fixed price quotes• Driving environmentally sensitive policies / green energy solutions.• Managing compliance with ISO14001 review.• Assuring compliance with ‘COSSH’, ‘ISO 9001’, ‘ISO 14001’, ‘CHAS’• Delivering compliance with ‘The Considerate Contractor Scheme’.

Rayners Lane, Harrow

Senior Management of the operational Customer Services Department, leading:• Strategic operational planning for year ahead, ensuring necessary resources and skills in place to deal with years call demand• Client activities for Training Services Department to ensure delivery of competence management, the annual training programme and the cycle of communication briefings to specification and in timely manner • Management of the day-to-day operational management of the Customer Services teams, including: - driving phased integration of a number of outsourced contact centres / customer services departments - devising a training programme and project timeline to achieve reducing call abandonment levels from 40 % - 10% in less than 6 months• Forming and leading joint working parties on resource/event planning, e-Learning, training and quality assurance• Managing all levels of the disciplinary process up to and including dismissal and conducting grievance meetings• Driving talent management and implementing succession planning.• Acting as Customer Champion when dealing with customer complaint resolutions, whilst consistently retaining customer and commercial focus

Harrow, Rayners Lane, Aintree And Gibraltar

Controlling the full operational management and standards of the contact centre dealing with both transactional and customer service interactions. Responsible for:• Contact centre service level agreements ensuring call centre targets of 98% of all calls answered within 2 seconds on 6,000,000 (2010) calls and 90% of all calls answered with 20 seconds in customer services were met. Proactively investigated any deviations and took remedial action. • Setting up and facilitating monthly communications meetings in Liverpool to review KPI performance, communicate new processes, projects and promotions. Staff appraisals and monthly review of team leaders and agents.• Resource management of call centre working with resource team to ensure major events were staffed as required• Recruiting staff, running assessment days and interviewing candidates using competence based interviews• Acting as the key contact point for all operational issues of a Multi Site Contact Centre operation• Managing communications cycle ensuring all teams were briefed on all Company Wide and Contact Centre initiatives and activitiesPart of management team responsible for the Contact Centre receiving separate departmental Investors in People accreditation.