Providing strong leadership, communication and strategic direction to multi channel contact centre employees ensuring business objectives delivered and high levels of customer service provided. Identifying and delivering change, leading centres through implementation. Strategic planning, budget ownership and managing of external stakeholder and partner relationships.

Managing the relationship between our partnership commercial teams and operational business areas. Key responsibilities• Operational partnership sales targets negotiation with commercial and marketing teams to ensure a challenging yet fair partnership targeting structure.• Representation of partnership operational areas in commercial and marketing meetings, reviewing and analysing performance in both commercial and operational targets. • Business wide communication of commercial partnership strategies and changes, tailoring communications to suit operational needs.• Managing a team of performance analysts to track, assess and understand variances in partnership sales performance in order to meet the needs of the commercial teams.

Managing c. 130 employees to deliver business objectives in sales, customer and people metrics. Relocated within our Leeds sites a number of times to troubleshoot and turn around an area of underperformance. Delivered an average of 96.6% of targets against the national average of 73.2%, leading to nomination for and winning of the National Sales Manager of the Year award.