Matt Williams Email & Phone Number

Swansea, Wales, Gb

Leading the multichannel Information and Support services across all four nations of the UK. Responsible for the strategic development and growth of the services, and the leadership of a large team across multiple sites.The department includes:- Support Line (providing direct support to both public and professionals)- Content (written for public and professionals, in print and online)- Peer Support (telephone bereavement and befriending services, and an Online Community)We have a great team of paid staff and 175+ volunteers across the UK, who work together to deliver high quality information and support to people who have a terminal illness, their loved ones and carers, and people who have been bereaved.I have overseen a significant increase of over 250% in reach in the time that I have been at Marie Curie, transforming the department, extending the remit, and launching new national support services.I am also the lead and responsible for the multi-disciplinary office in Wales.

Leading a multisite national department during significant growth and disruption due to Covid.- Sustained 35% increase to enquiry volumes, enabled by agile working and efficiency savings made to the ways of working- Launched Covid information hub which at its peak saw 35k users per week- Grew two new volunteer-led services to establish them and provide virtual support (bereavement and befriending) sessions to thousands of people across the UK- Developed a stratetgy for the I&S service, linked to national and place-based delivery

Managing a frontline national service which provides multi-channel clinical information and emotional support to anyone affected by a terminal illness. Includes a free national bereavement support service, and telephone befriending, with a large group of volunteers within each service.• Led several transformation projects from design to delivery, including launching two new national Helplines in response to the Covid pandemic, live web chat function and a new customer online forum - mapping customer journeys, designing customer evaluation methods, and implementing ambitious new KPIs.• National Performance and Improvement Lead for Nursing Coordination (across 11 sites in the UK). I work closely with the Senior Leadership team, chairing a group to interpret data and drive best in class performance.

Head of the national Nursing Referral Centre (and Head of Site) on an interim basis, alongside my substantive role. The site handled over 40k enquirers (total inbound and outbound) from across the UK each month, in a complex environment with high levels of governance, dealing with patients, referrers and Clinicians.During my time in this role I have managed the site through significant organisational change as the operating model of coordination changes to a regional approach, involving a large restructure of staff. This has included the re-distribution of a significant amount of work and processes to other sites across the UK, the setting up of new contact centres, and more.

Swansea, United Kingdom

Heading up a busy consumer contact centre for BT with over 350 FTE onsite in total. A number of departments were based in the centre including BT Broadband, PSTN and Mobile Repair/Help, 24/7 teams, FTTP and Tier 2 complex fault teams. - Leading a diverse operation through significant change and growth (the site recruited nearly 200 people in 18 months), alongside the implementation of a new operating model, upskill training, and significant system changes. - Personally led on a number of initiatives across multiple contact centres, including a complaints reduction initiative. - The site achieved one of the highest people engagement scores in any BT Consumer site in February 2017, and the highest overall score from internal Consumer audits in March 2017 based on qualitative and quantitative operational measures.

Cardiff, United Kingdom

Overseeing all Retail operations and Digital Sales for Tŷ Hafan, the Welsh children’s Hospice.- Responsible for the largest commercial income channel for the charity, comprising of a diverse multi-site Retail network (31 shops across Wales made up of three brands, and a 12.5k sq ft Distribution centre) and a Digital sales channel (four different income streams). Leading a department of over 500 people (including a large number of volunteers) through nine direct reports, reporting to the Executive Board. Managing a multimillion pound budget with P&L responsibility.- Implemented fundamental change to the Retail trading strategy, including the launch of two new retail brands (Emporium and Outlet), the opening of eight new shops (from decision of location, business case creation for Board approval, through to fit out and launch), creation of a new Digital sales channel (across multiple websites and affiliates), sourcing of new goods (with 300% LfL income increase), and the delivery of a major Distribution Centre relocation project (from acquisition to opening). These proactive changes led to an income increase of over 30% within my time at the charity, at a time when the Welsh high street and the charity retail industry struggled to see improvements year on year (with growing retail vacancy rates in Wales and continued pressures on donations). Retail Business of the Year winner at the 2015 South Wales Business Awards and Highly Commended by the Charity Retail Association in 2015 for Innovation.

Hatfield / Paddington

Managing the commercial trading strategy and activity for Prepay and Broadband in Retail (over 640 stores) and Digital (three websites and various affiliates). My role was to create compelling acquisition and retention offers with strong commercial benefits, balancing risk with profitability, monitored through channel management. I also managed the national mystery shop scheme for Prepay.

Managed the delivery of high profile change projects and commercial activity into the Sales operations of T-Mobile (three UK contact centres and one offshore service partner). Working with senior stakeholders to deliver initiatives/projects with significant financial and operational impacts. Delivered various projects using Prince2 methodology, including a high profile systems change (involving 600 FTE across the UK) which fundamentally changed the way that retention spend was calculated, as well as smaller tactical projects reacting to market activity, including iPhone and iPad launches.

Responsible for the UK Telesales contact centre operation (inbound and outbound) for T-Mobile: six Telesales teams and one Digital Sales team, with seven direct reports and over 125 indirect reports. Working in a highly competitive marketplace, dealing with daily change driven by the industry, delivering an uncompromising customer experience on every transaction (measured by NPS). Increased monthly net sales to its highest ever number, whilst achieving market leading customer feedback scores.Supported the design and assisted with the delivery of a high-profile training project which saw 120 customer service advisors upskilled to telesales, focusing on needs-based selling and the soft skills required to be a market leading telesales team.

Wholly responsible for business operations, reporting to the Managing Director. Supported the increase to the customer base (of franchisees) by over 100% within a twelve month period. Rapid growth of the business was recognised by the High Growth scheme (supported by Welsh Government), the company also won an award at the Welsh National Business Awards in 2008.

Managing a Sales/Service team in an outsourced contact centre for Virgin Media.

Variety of Store Management duties.

Ba (Hons), 2:1

Ilm Level 5 Diploma In Leadership And Management, Business

Bth, Theology

Business & Enterprise