Responsible for reviewing utility data for homeowner accounts, identifying the level of investigation and work required to ensure West Kent and service charge payers are receiving accurate billing and value for money.West Kent Housing Association is passionate about the role a housing association can play in society and believe the values of an organisation are what make it special. Our vision is to deliver places to live and space to grow for our current and future residents.

Brand Ambassador - Isuzu Pick-Up Truck Sales

Manage the Crawfords Billingshurst Depot through leadership and best practice. Drive sales objectives, volumes, market share, profitability, employee and customer satisfaction and loyalty.

Coaching customer retention practice, employee engagement and project management (Prince2) into business.Practitioner for The Customer Framework. Schema Customer Solutions is a customer centric measure defining the strengths and lesser strengths of your business;s customer offer.

2010 – 2012 Customer Experience & Aftersales Director (Cars, Motorcycles, Power Equipment)www.honda.co.uk/cars. www.honda.co.uk/motorcycles. www.honda.co.uk/powerproducts.Responsibilities include: Managing a team, fully accountable for all customer activity post sale Member of the senior management team reporting to the managing director & board Ensuring delivery of the customer voice into the business centreAchievements include Turnover and… Show more 2010 – 2012 Customer Experience & Aftersales Director (Cars, Motorcycles, Power Equipment)www.honda.co.uk/cars. www.honda.co.uk/motorcycles. www.honda.co.uk/powerproducts.Responsibilities include: Managing a team, fully accountable for all customer activity post sale Member of the senior management team reporting to the managing director & board Ensuring delivery of the customer voice into the business centreAchievements include Turnover and Profit targets achieved for parts and accessories sales in 2010 & 2011. Number one in Europe Worked closely with retail businesses to deliver attractive products increasing sales and revenue by 20%  Delivered ‘customer voice’ into the business centre through numerous “Customer Satisfaction Programmes”, including analysis of lost sales and competitor activity, Exit Polls, On line Survey tools, clinics that enhanced marketing programs and product launches Following feedback from focus groups, instigated step change, enriching customer interaction. Developments included ‘Live Chat’, Empathy analysis, Customer Tracking system, Follow up, Call back, Resolution analysis Grew customer satisfaction participants to over 150K contacts per year, using goodwill payments, keeping costs for valuable information to under £1 per unit Drove efficiencies to reduce costs, yet maintain quality to £2-3 per call by introducing added services. Introduced overseas centre and managed transition to Bulgaria Managed teams that delivered best in class service to the retailers  Worked with IT to develop a market leading database, providing accurate and timely delivery of data to the business for marketing and analysis As a new Head of department, successfully integrated 3 channels and 5 operating areas into one department within 3 months Show less

2007 – 2010 Head of Customer Experience (Cars, Motorcycles, Power Equipment)In this position I had overall responsibility in for Honda UK to deliver an outstanding customer experienceAchievements include: Delivered ‘best in class’ customer satisfaction tool that drove up sales to 90% and service to 80%  Created a new team to operate new business direction of ‘warm technology’ and a pool for developing talent Through mentoring and supporting teams, 7 associates… Show more 2007 – 2010 Head of Customer Experience (Cars, Motorcycles, Power Equipment)In this position I had overall responsibility in for Honda UK to deliver an outstanding customer experienceAchievements include: Delivered ‘best in class’ customer satisfaction tool that drove up sales to 90% and service to 80%  Created a new team to operate new business direction of ‘warm technology’ and a pool for developing talent Through mentoring and supporting teams, 7 associates became managers in the business Set up a new contact centre with 20% savings, Increased operatives and improved service levels Worked with IT to develop a new retail database and initiated an annual audit for compliance. This improved flow of information between retailer management systems and the Honda Database allowed us to gather more customer information saving the business £1m per year on fees Created a customer 1st culture in Honda through presentation, coaching and ‘going to the place’ evidence Show less

2003 – 2007 Customer Support Manager (Power Equipment, Garden, ATV, Marine, Industrial)In this role I was primarily responsible for managing the technical, parts and customer support function for Honda Power Equipment whilst also contributing to the European Aftersales marketing strategy.Achievements include: Increased parts & accessories revenue of £6.7m with a NP of £1m, increasing sales by 20% Improved technical support, becoming No 1 European country for the… Show more 2003 – 2007 Customer Support Manager (Power Equipment, Garden, ATV, Marine, Industrial)In this role I was primarily responsible for managing the technical, parts and customer support function for Honda Power Equipment whilst also contributing to the European Aftersales marketing strategy.Achievements include: Increased parts & accessories revenue of £6.7m with a NP of £1m, increasing sales by 20% Improved technical support, becoming No 1 European country for the timely delivery of product quality reports and recall completion Introduced concept of customer advisor into technical area, beginning process of customer voice Through on-going promotion and presentation raised the profile of Power Equipment within the total business Show less

Business Development Manager Honda UK: Power Equipment, Garden, ATV, Marine, Industrial - 2001 – 2003Responsible for business development of the dealer network through strategic partnership agreements, new sales channels, change managementin the B2B environment Overview• Reviewed Dealer network of over 800 dealers covering 4 product streams, introduced minimum operating standards, and created a programme to measure all facets of our dealers business from sales to service. Whilst… Show more Business Development Manager Honda UK: Power Equipment, Garden, ATV, Marine, Industrial - 2001 – 2003Responsible for business development of the dealer network through strategic partnership agreements, new sales channels, change managementin the B2B environment Overview• Reviewed Dealer network of over 800 dealers covering 4 product streams, introduced minimum operating standards, and created a programme to measure all facets of our dealers business from sales to service. Whilst exploring new market opportunities Show less

National Sales Manager: Honda UK: Power Equipment, Garden, ATV, Marine, And Industrial - 1993 – 1999Responsible for a team of 10+ Sales Managers to achieve target and profit goals whilst also ensuring market coverage in the B2B environment Overview• Leading a team of 10 plus Area Managers ensure sales targets and gross profit figures were achieved. Maintain and grow a dealer network ensuring current and future targets could be met. Introduce a series of new products across 4 product… Show more National Sales Manager: Honda UK: Power Equipment, Garden, ATV, Marine, And Industrial - 1993 – 1999Responsible for a team of 10+ Sales Managers to achieve target and profit goals whilst also ensuring market coverage in the B2B environment Overview• Leading a team of 10 plus Area Managers ensure sales targets and gross profit figures were achieved. Maintain and grow a dealer network ensuring current and future targets could be met. Introduce a series of new products across 4 product areas into market Show less

Consistently best performer sales and dealer satisfaction results through effective and pragmatic problem solving.

Managed the Power Equipment show programme and represented Honda Power Equipment at Events, Shows and Product Launches