Michael Candy Email & Phone Number

Dorset

Responsible for c.190 agents, supporting a 24/7 inbound Bureau service, taking approx. 200k calls per month, and the Customer Service department.

West Region

Working with the new Regional Service Line Heads across the West Region, driving a standardised approach to performance, operational transparency, management of our properties/offices and Administration services; after a period of acquisition and the inherited disparate cultures and behaviours.

London

An interim role to build and manage a Global GDPR service to help clients minimise and manage the impact of large data breaches – supporting client communications and customer support activity through the days and weeks of an incident. Delivering the capability to support Global scale breaches affecting 100s of millions of customers for clients. Managing a.

UK

Planned SabbaticalA senior Operations and Performance specialist, with extensive experience of front and back office directorates. Creating performance focused, customer centric operations; capable of world class service and customer satisfaction through transparency, quality and effectiveness

Birmingham, United Kingdom

• Originally recruited as Director of Performance Management but used to cover multiple directorates and departments including; Contact, Business Change, Central Admin and Authorisation:
• Turn around a failing, highly visible and publicly criticised contact centre
• Create a tiered contact strategy to deliver effectiveness targets
• Create a controlled and open change environment
• Redefine Key Performance Indicators and create a performance management culture
• Create a central controls and measure unit

Newport, United Kingdom

Interim role to manage the Operational Control Team and centralise all support functions; Change, QA and M.I. The immediate challenge was to educate and embed a risk culture, identifying operational risk owners and providing a robust framework and toolbox to mitigate and manage risk.

Reading, United Kingdom

An interim role to manage the inbound/outbound sales teams whilst identifying and delivering all transformation activity; voice, end-to-end customer journey, risk and operational effectiveness.

Sheffield

The immediate challenge was to create a clear strategic message for internal staff and external customers, develop an inexperienced management team, ensure all KPIs were relevant and encourage the right behaviours and provide a positive working environment to improve staff engagement, performance & motivation.

Southampton, United Kingdom

Designed and implemented the strategic approach for customer contact and delivered the Customer Interaction Management project; systems, people and culture across all areas and products. Driving continuous improvement through best practice processes and procedures whilst migrating the legacy book to a new platform

Southampton, United Kingdom

Experienced in customer service and sales I wanted first-hand experience of marketing to fully appreciate all aspects of customer centricity; to give me greater business awareness and make me a more rounded operations manager. My role in propositions involved researching and delivering end-to-end customer propositions to the existing healthcare markets.

Southampton, United Kingdom

Part of the development of a sector defining, multi-skilled key account department from scratch. Delivering cost effective, first class customer service against a background of customer dissatisfaction and poor performance. Working closely with Sales to aid retention and deliver new business targets