Nick Binks Email & Phone Number

Manchester, United Kingdom

• Led a team of up to 60 call centre advisors within an FCA regulated environment.• Delivered a high level of performance across multiple products within a regulatory framework, including debt management, utility switching, banking, home and life insurance.• Full accountability for departmental budget and P&L, reporting into Managing Director.• Experienced in managing multiple campaigns on inbound / outbound dialler along with analysis of data and forecasting• Project managed the formation of the Vulnerable Customers Team, and chaired the review meetings and heavily involved with process and policy changes.

Manchester, United Kingdom

▪ Took over an underperforming contact centre, implementing KPIs, creating positive cultural changes and a system of performance management providing clarity for both employees and management. ▪ Increased FTE from 30 to 95 plus 5 sales managers, responsible for coordination and selection criteria for recruitment.▪ Implemented leadership strategies and developing manager programs with clearly defined progression paths.

Manchester, United Kingdom

▪ Responsible for 4 teams of new and existing sales advisors, delivering stretched KPIs through robust performance management. ▪ Actively involved in the recruitment process for sales advisers including assessment centres, selection criteria, interviews and continuous development programmes.▪ Delivered improvement of over 50% for regulatory compliance through utilising effective coaching techniques and principles of NLP.

Responsible for specialist sales teams (outbound / inbound) and underwriting teams delivering an average of £5m turnover per month, reporting to the managing director.Achieved 20% increase in conversion through challenging KPIs and highly effective performance management.Created and implemented successful employee advocacy scheme across the business.Promoted a target driven and sales orientated culture

Leisure & hospitality business established by Paul Heathcote, a Michelin star chef. Heathcotes is the only restaurant company in the UK with a Best Companies 1 Star AccreditationIncreased gross profits by over 25% within 3 months of assuming role of general manager and took the lead position in the Heathcotes Group. Generated a gross annual turnover of £650,000. Formation of restaurant budget with full accountability for P&L, reporting to the managing director.

Reporting into operations director, overseeing sales, customer service and training departments.Involved in the project management and set up of two contact centres and a virtual home working network.Responsible for the recruitment of sales advisors and team managers, co-ordinating the candidate selection criteria, assessment process and interviews.Manage, motivate, coach and develop department managers to ensure that all business targets and service level agreements are met, and measured against the business KPIs.