Peter Mallen Email and Phone Number

Delivering real-time communication to Managers, On-Board teams, Station teams and our amazing customers to make every journey, from home to destination, a positive experience. Manage support for disruptive incidents on our services and service recovery planning.Championing LNER vision and values for the end-to-end journey of our customers.

Recruited to deliver the project of insourcing Hiscox’s Direct Commercial operation in York.Operational duty management of department, leading and developing the team of business insurance experts to to delivery KPI's. Daily coaching and mentoring to ensure that the company values were embedded as well as building their technical knowledge. Supporting operational growth and sustainability through delivery of good value, hassle free piece of mind to our clients.

Key Details:• Project Assurance role during £5m multi department store extension to ensure design and construction was fit for purpose. Eight month role to ensure project timings were achieved whilst maintaining the daily BAU store operation and results.• Full accountability of cross department P&L delivery and 24/7 management scheduling.• Daily duty management control to review service levels, productivity records and customer feedback to drive service improvements - sales increase from £34m to over £40m in two years in role.

Key Details:•Set up a new department that bridged the operational gap that existed between Logistics, Retail and the Company Senior Management. •Managed the reporting of logistic operational plans to retail and management. •Coordinating communication for over 100 retail stores, 3 distribution centre’s, company sales managers and company senior managers.•Maintaining relationships with stakeholders at all levels to ensure that business growth and customer service remained key priorities at all stages.

Key Details:•Responsible for day to day operation of site.•Recruitment, training and management of store team.•Setting and delivery of KPI’s•Mentoring senior team members through their personal development helping them reach their full management potential whilst driving business growth.