Pete Schofield Email & Phone Number

Leeds, Gb

Leeds, England, United Kingdom

I've worked in Telecoms since 2004 and I've been extremely fortunate to have carved out a career spanning over a decade in Customer Experience. Our world is ever changing and it's more important than ever to understand how customers interact with your brand, how they feel, what their needs are and what they plan to do next.

Leeds, England, United Kingdom

I'm passionate about customer experience and research. I love finding out from customers what matters to them, how they feel about experiences, products and services. I share their ideas and feelings with my amazing colleagues so we can make sure we're delivering in the way customers rightly expect and demand from us.

Leeds, United Kingdom

I am responsible for the measurement of customer experience across the UK business. I manage surveys capturing customer feedback across a number of different channels, including retail stores, online, contact centers. I am experienced in collecting feedback in a B2B environment and run surveys across partner/ account managed experiences.Within this role I have supplier management responsibility and manage the day to day relationship and work stack with the customer experience measurement partner, providing guidance on projects, setting priorities for the work stack and presenting stakeholder needs and requirements across a range of different studies.

Leeds

In my current role I'm responsible for the implementation, day to day management and reporting design for research.I work really closely with the Relationship Marketing Team to understand our customers and between us we strive to deliver a better customer experience with customer feedback driving and shaping that experience.I am responsible for the day to day relationship with our research partner. I work with them to implement new surveys, make changes to the reporting system for research and support our operational teams who use the reporting system.It's a really interesting and challenging role.

Leeds

I worked on the implementation of a text driven customer satisfaction survey. Delivered training on the new system to all users around O2.Worked closely with the Research partner to make improvements to the system.

Leeds

During my time in this role I handled escalated complaints from O2 employees and their friends and family. The complaints were about account issues. I resovled customer issues to their satisfaction and in this role I was awarded with a Spirit of O2 award for 'Turning Customers into Fans.' The award was presented to me during a staff party at The O2 in London.

Leeds, United Kingdom

Analysed complaint data to share root cause information.Analysed data from an employee training tool for peer to peer feedback and learning

Leeds, United Kingdom

During my time in this role I worked in the call center managing calls from business customers. The customers I dealt with had been customers of O2 a long time and were connected to a legacy billing system. It wasn't unusual for me to speak to customers who had held an account for over 20 years.I built a strong rapport with my customers and often received exceptional feedback

Leeds, United Kingdom

During my time in this role I worked in a busy call center operation taking calls from consumer customers. The calls ranged in nature from basic enquiries to complex billing issues.It was a fast paced environment but I really enjoyed the connection with customers on a day to day basis

Leeds, West Yorkshire, United Kingdom

During my time in this role I worked in store. I was responsible for the customer returns and payment desks. My duties included cashing up the store at the end of the day, handling customer stock returns and arranging repairs for faulty items.I assisted in all areas of the store and really enjoyed the face to face contact with customers.

Leeds, West Yorkshire, United Kingdom

I worked in store at the weekend and during the evening whilst studying.I worked on the till running through customer purchases and supported the store with merchandising and price ticketing.I helped in all areas of the store from power tools to horticulture and it was a good basis for my move in electrical retail in 2002.