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A self-motivated and dynamic senior leader with a demonstrable track record of success in operational execution of strategy across multi-disciplinary teams. Target driven and focused with proven ability to build and lead high performing teams across a geographically diverse area. Commercially astute with a drive to add value while striving for outstanding customer service. Extensive experience in identifying and driving continuous improvement to deliver significant business and cultural transformation programmes. A passion for people, leadership development. Driven leader with experience of full P&L ownership and a track record in leading commercially strategic teams. Strong interpersonal skills and a commitment to people. Focused on building trust and credibility with internal and external stakeholders.
Phoenix Group
View- Website:
- thephoenixgroup.com
- Employees:
- 6488
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Head Of Service ExcellencePhoenix GroupEdinburgh, Gb
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Client Executive PartnerAtos Aug 2022 - PresentEdinburgh, Scotland, United Kingdom -
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Head Of Continuous ImprovementThames Water Dec 2018 - Nov 2019Reading, Berkshire, United Kingdom -
Head Of Continuous Improvement And Customer ExperienceNpower Mar 2017 - Nov 2018Durham, United Kingdom -
Head Of Continuous ImprovementBritish Gas Oct 2015 - Feb 2017Edinburgh, United KingdomStrategic role to establish a Continuous Improvement agenda for the Pay As You Go Energy customer service operation. Develop a strategy to transform the customer journey and deliver an effortless customer experience. Developing a culture of Continuous Improvement which drives business improvement and strategic change. -
Head Of Operations, Commercial Installations & New Connections & MeteringBritish Gas Business Feb 2014 - Oct 2015Edinburgh & NationalFull end to end P&L accountability which included: operational leadership of a team of 200 direct and contracted employees in Contact Centre, Back Office and Field Operations. Transformational role to drive the strategic integration of services and energy in British Gas Business. Developing the business plan that delivers the growth and strategic change of our operating model. Accountabilities include:- Lead Contact Centre & Back Office Operation- Health & Safety of all installations- Developing commercial model for business- Develop a number of new business channels including the establishment of a Bid Team to help drive strategic growth- Delivering Sales & Growth Plans -
Head Of Business Performance - British Gas Business ServicesBritish Gas Business Dec 2011 - Feb 2014Edinburgh & National, United KingdomEstablished a centre of excellence in: - Resource Planning - Service Excellence / Customer Experience - Process Improvement - Strategic and Systems Change In addition to this I established a Business Development Team which included leading the bidding process for a number of strategically important projects. Key achievements have been:- Supported the turn around of underperforming contracts through improved processes and dynamic strategies to improve operational excellence - Headed up the Bid Team for Warm Up North which secured a contract valued at £125m- Led the mobilisation of a number of new initiatives for British Gas Business Installations
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Head Of Business SupportBritish Gas Dec 2010 - Dec 2011Central Heating Installations, British GasI led the Business Support Team to ensure that the operational teams were fully supported to enable the business to deliver exceptional service to all of its customers and achieve its growth targets. Accountabilities included: Established Resource Planning function for Central Heating Installations Led the Training Team for Central Heating InstallationsHealth & Safety GovernanceTransactional finance & Commission Processing Leadership of a team of 90 FTE to support the business
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Talent / Learning And Development ManagerBritish Gas Apr 2008 - Dec 2010Pay As You Go Energy British Gas & British Gas SalesI led a number of L&D Teams across British Gas. In these roles I developed dynamic and focused people development strategies as well as leading a number of leadership development initiatives. I supported over 2000 plus people in different channels across the UK this included multi disciplinary and multi site locations. I ensured this strategy was aligned with our key business priorities. Some of my key achievements in these roles included: - Developed and delivered numerous leadership development programmes- Delivered customer service development programmes- Through improved efficiencies and a more focused approach delivered significant efficiencies in training budgets
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Customer Service ManagerBritish Gas Feb 2000 - Mar 2008Edinburgh, United KingdomResponsible for the effective management, leadership and motivation of 10 Team Leaders and 120 Customer Service Advisers within my Business Unit. I was accountable for all aspects of the value, performance and development of my department. Key achievements included:- Led numerous organisational changes- Transitioned teams to a sales through service operating model- Managed High Level Complaints Teams & Correspondence Teams
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Paul Joyce Education Details
Frequently Asked Questions about Paul Joyce
What company does Paul Joyce work for?
Paul Joyce works for Phoenix Group
What is Paul Joyce's role at the current company?
Paul Joyce's current role is Head of Service Excellence.
What is Paul Joyce's email address?
Paul Joyce's email address is pa****@****s.co.uk
What schools did Paul Joyce attend?
Paul Joyce attended University Of Galway.
What skills is Paul Joyce known for?
Paul Joyce has skills like Strategic Business Change, Operations Leadership And Commercial Acumen, Customer Service Management, Continuous Improvement Culture, Stakeholder Management, L&d Strategy, Business Transformation, Process Improvement, Customer Experience, Change Management, Management, Performance Management.
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Paul Joyce
Stevenage1ntlworld.com -
Paul Joyce
Helping Businesses Upskill And Retain Staff With Award Winning Elearning, In House And Blended Training Solutions | Staff Training | Chief Commercial Officer @ Staff Skills Academy+ | Paul@Academypl.UsLondon -
Paul Joyce
Greater London -
Paul Joyce
Chelmsford1joycesolutions.com -
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