Paul Liddle Email & Phone Number

Wales, United Kingdom

London, United Kingdom

Responsible for the day to day operational delivery of one of the BBC's largest outsourced contracts with an annual budget in excess of £50m. Managing the contractual requirement to maximise long term licence fee revenue to fund the BBC’s programmes and services.Focused on Contact Centre Service delivery, Customer Experience, Front and Back office services (1000 staff) both on and offshore. Accountable for ensuring the service functions efficiently to ensure the business maintains its revenue collection of over £10.5m a dayResponsible for identifying improvements to business processes to drive customer experience and efficiency.Operational lead on business change programmes responsible for supporting the development and readiness for process changes

Southport

Leading the Customer Contact (front and back office) to deliver customer service excellence and achieve P+L responsibilities across three brands for the UK’s number one distributor of household and creditor insurance products to the mortgage intermediary market.Led the complete turnaround of the customer service area resulting in winning Call North West Call Centre of the Year 2016. Significantly improved service delivery including achievement of Net Promoter Score in excess of 50. Through identification and implementation of process and performance improvement using Lean methodology delivered operational efficiency savings resulting in 30% of resource plus £200k operational costs inside 2 years. Increased people engagement score by 77%. Increased key customer retention rate by 90%. Led the implementation of Advised Sales process and the delivery of new to market sales activity.

Southport

Providing a consultancy role with responsibility for supporting the introduction of a continuous improvement approach , the implementation of a control framework and the development of performance within Customer Services Division. After 3 months became the permanent Head of the Department

Promoted to "Lead Operations Improvement Manager" to lead the operations team supporting 1000 seat call centres across 3 sites and 2 brands. Accountable for P+L delivery. Managed the strategic and performance plans and the operating model for department and the management of the cost budget of £26m. Responsible for implementation of business change and process improvement projects. Implemented systems thinking approach to identifying process improvements to remove failure demand calls. Managed the quality assurance and conduct risk measurement and reporting.Also - Led the Skelmersdale site customer facing operations team of c500 delivering 24/7 sales and service. Delivered sales and service KPI’s improved first time resolution, contributed to Bank top 10 performance in UKCSI survey. Reduced advisor attrition and absence

Promoted to Lead the Business Operations Team supporting 500 seat call centres across 2 sites handling response to marketing activity.Accountable for delivery of business targets. Identified and implemented process improvements and delivered change to drive cost savings, improved efficiency and increase income within both retail banking and general insurance and for inbound and outbound call centre and online processes. Worked across channels to implement contact strategy.Managed the operating plans and operating model for the department and the management of the departmental cost budget . Responsible for management of business change, identification of process improvement and the management of risk framework in heavily regulated environment

Manchester, United Kingdom

Promoted to lead the delivery of sales and service excellence within General Insurance Call Centre (Inbound and Outbound ) overall c 350 FTE Responsible for the delivery of sales and service business targets. Led the development and implementation of business plans resulting in increased income and process improvement / change implementation to improve efficiency. Led the Operational implementation of Direct Response TV Campaigns . Devised and Implemented Outbound Strategy to increase premium income.

Stockport, United Kingdom

Responsible for the operational running of customer service department of c.200 members of staff focussed on delivering excellent customer service, colleague, business income and operational risk targets within a Regulated Banking Call Centre.

Branch Network

Leadership of Branch Network Area of 12 Branches. Focussed on providing excellent customer service , management of risk and delivery of challenging sales targets. Moved at company request from Yorkshire Region to Manchester Region in order to improve the results of an underperforming area.