Michelle Flintoft Jp Email & Phone Number

United Kingdom

I am responsible for leading Complaints across VMO2’s newly combined business, including specialist complaint types like litigated legal claims, ICO, Financial Ombudsman, trading standards, DSAR and more. I have overall accountability for both the strategic direction and the ongoing daily performance. Responsibilities also Include ownership of the regulatory compliance of all related organisational processes and policies and the compliance there of, including that of our partners. Workings closely with the regulators and auditing bodies on all complaint related matters. The CS Vulnerable Customer Strategy also sits within my line of accountability.

United Kingdom

Heading up the Complaints, Social Media, and Specialist VIP Customer Service Team. Providing a premium CS service wrap to O2’s most valuable and influential Customer base through all channel options. Focus areas included utilising Data Science models to understand complaint trends and customer insight to reduce complaints, improve complaint satisfaction and improve customer retention. Assessing opportunities for growth of our Platinum and VIP customer base and driving proactive engagement and service excellence through our social and community channels.

United Kingdom

Owner and conscious custodian of the Customer Service overall governance framework.Leader of a Continuous improvement Voice of the Customer function delivering best in class working practices and service improvement solutions which closely align to the overall company customer journey and continuous Improvement strategy.

United Kingdom

Chief of staff/ Head of Governance for Director of Customer and Commercial, responsible for all senior governance activities for the Customer and Commercial directorate which includes, Customer Service, Supply Chain and Commercial Trading. Responsible for ensuring adherence to exec level governance processes. - Rigorous management of business commitments, Strategic planning and communications- Visual presentations for both internal and external review of board level quality- Owner of the end to end governance at SLT level and above for the Capita/ O2UK Contract (£1.2b contract over 10 years – biggest outsourcing contract ever seen in the UK)

Flexible/ Northern Based

Responsible for the end to end change process governing all change activity impacting the Sales and Service Directorate. Covering a wide range of complexity and impact.Introducing and managing in-life an effective change governance process between O2 and Capita following the introduction of our 10 strategic ten year partnership in 2013.

Various

Working on a 3 year transformation programme, to transform customer service into a more efficient operation through process improvement and operational efficiency. Working closely with channels as their consultant for change by initiating and facilitating the ideas generation process, providing support and guidance in turning ideas into tangible deliveries, through the identification of cost, benefit and risk. Responsible for the management of the Customer Service Programme Office team, providing a central gateway for all change activity impacting the CS directorate. Responsible for creating a vision and setting direction, maintaining data accuracy of timely data collation and robust processes, providing effective reporting and stakeholder communication across O2.

Working within a team of self managed / motivated planners, where roles and responsibilities are varied by individual. Providing a centralised strategic support function to all areas of the business. Key responsibilities were to provide robust resource impact assessments for all initiatives on the Customer Service Road Map. Developed a and implemented a standardised approach to producing FTE impact assessments, following which I produced a training package and rolled this out across the Impact Assessment Team

Foundation & Practitioner

Education record