Peter Rowbottom Email & Phone Number

North West Uk

Happily Retired but open for short term contracts/ Interim if my experience and proven past delivery will help and the role offers a challenging opportunity where successful delivery = personal fulfilment / achievement - Always open to discussion and happy to chat. Part time preferred but open to short term full time for the right challenge

North West England

Charity

England, United Kingdom

Excited to be working for the charity Age Concern (CL). Responsible for delivering existing best practice services, continual improvement and new initiatives for people centred health and welfare care services leading on:• The strategic development and operational delivery of Services in line with organisational, contractual and grant funding requirements.• Developing the range of financially viable and sustainable charged for and charitable services that respond to the needs of older people, gaps in service provision, and new business opportunities • Taking responsibility as the Nominated Individual for the organisation and the Registered Manager for the relationship with the Care Quality Commission (CQC). • Lead role as Safeguarding Champion for the organisation and fulfil the requirements of the NHS Safeguarding Toolkit.• Actively participating and contributing to the Executive Director Team.• Directing the on-going delivery and overall management of all Services in line with organisational values, policies and procedures and organisational, contractual and grant funding requirements.• To support the development and implementation of systems which will provide intuitive business intelligence.

Leeds, United Kingdom

Providing operational service delivery to all MPS Medical and Dental Members across their end to end membership lifecycle. MPS is the leading Medical Defence Organisation in the UK. A mutual owned by its members to provide indemnified and non indemnified membership assistance and educational support to Dr's, Dentists and their associates in their private professional work. Initially responsible for the full TOM review, business case completion and post approval, Business Change Delivery across Membership Operations and now leading the continual review, implementation, development and strategic direction of Member Service and Administration .The revised TOM introduced has delivered considerable success. TheMember Operations function has moved from a cost centre with annual operating costs exceeding income directly generated from the Member Operations source to become a self financing income centre, with new income generated through the revised TOM member operations functions seeing an annual net benefit of approximately £6m after deduction of annual operating costs. During this time the operation has also moved from a position of general underperformance against its SLA targets to one of consistent achievement. This has been reflected by Member Operations achieving the independently assessed award/rating of a UK Top 50 Organisation for Customer Service 3 years on a row (2015 - 2017).

United Kingdom

Rubicon BPI LtdBusiness & Process Improvement Delivery Director & M.D. (April 2012 - current) Rubicon Business and Process Improvement (http//:www.rubiconbpi.co.uk), specialises in Business & Process Improvement within customer facing sales & service delivery operations and the deployment of Natural Linguistic Programmed Artificial Intelligence, Web/ Mobile Chat and Social Media interactions to; - achieve performance improvement, - realise process efficiencies, - engage employees, - delight customers - reduce business operating costs. With proven delivery of BPI projects and success in operational customer service performance enhancements, the Rubicon approach adopts and operates through a national award winning methodology recognised by the British Quality Foundation within which Clients are provided a method to: discover and understand the end to end journey their business currently provides to the customer see what customers’ think of the services currently provided and what they consider is critical to quality hear the experienced opinion of employees analyse all available relevant Management Information and gather missing but essential data visualise and understand Business and Process Improvement opportunities  deliver those improvement initiatives record and measure benefits delivered

Uk Wide

Consultant lead for Natural Language Artificial intelligence adoption and intregration across multichannel virtual solutions, having responsibility to;• Create and drive the strategy for how the Banks current expertise and capabilities is made available, through Chat and Virtual Assistant Avatars, for our customers across mobile and web channels and integration with multi-site contact centres• Drive the requirements for Artificial Intelligence Virtual Assistant services and provide best practise guidance on system suppliers and solution developmentAlign and seamlessly connect Artifical Avatar based conversation with “live” agent telephony/chat interactions where necessary.• Champion the latest integrated solution, across the organisation to create demand and align to road map.

Manchester, United Kingdom

Developing the process improvement capability of the Bank, integral to its strategic goals.  Implemented bespoke end to end business & process improvement (BPI) methodology delivering benefits across the balanced scorecard. Working within Lean/Six Sigma principles with Systems thinking, where appropriate, adapted to reflect a Service Industry environment. Formed a department to champion/manage implementation and impact on customer experience/cost to serve.  Specialised in deployment of Virtual Adviser Avatars and Natural Language Interaction (NLI) enabling customers/colleagues to interact with technology via intelligent, humanlike, two way conversations in their own terminology via voice or text. Delivered increased success rates in self serve and first time completion and reduced handling times, enabling the business to improve customer experience and reduce the cost to serve.

Warrington, United Kingdom

Responsible for all customer facing Front Office Operations, including Multi-site Contact Centre functions supporting Service Enquiries, Break-downs, Sales, Complaints, Bill Payment and Cash Collections. Successfully turned around an underperforming Contact Centre Operation to meet KPI’s. Within 12 months of joining, United Utilities Customer Care teams were short-listed in 4 categories for the European Call Centre Awards  2009, following 400 NOP backed independent customer surveys was ranked 14th overall in the CCF/Times Newspaper top 50 companies for delivery of Customer Service and 1st in its category within Utilities and Telecommunications. (Prior to my joining UU was bottom of the OFWAT tables for Customer Service provision) 2010, the 1st in category position was retained and overall position improved upon. (12th Overall) In addition to increasing customer satisfaction results, drove initiatives to enhance employee engagement which significantly improved moving from 64% to 79% overall approval rating Significantly reduced staff attrition from 46% to 24%.  Project lead for bringing back on-shore, outsourced functionality using a stepped approach to on-boarding functionality and integration of back office support to compliment Front Office service delivery May 2009 following internal re-organisation I was invited to join the Senior Leadership Team (SLT) being the strategic steering group for the business constituting the Executive Directors and selected senior business managers from the operation with personal responsibility for leading development of a “Lean” business improvement project to reduce operating costs/cost to serve

Preston, United Kingdom

Part of the Homeserve plc Group of Companies with (at the time of departure) a Turnover of £223 million and pre tax profit of £42.0m. Membership of 3.4 million (5.4 million policies) and over 5,000 employees. HCM manages the claims handling, job deployment and national subcontractor network. In addition to Homeserve policies, it handles claims and job deployment for over 120 Partner Clients including several top 20 Household Insurers, Banks, Building Societies, Housing Associations and House builders.Responsible for the 650 seat, 24/7 Claims Handling Centre, all internal staff recruitment, training functions, quality and coaching department, process & procedures, customer relations and operational planning functions and the diligent management of these functions to achieve KPI’s within budget. Additional responsibilities include: Senior operational management of Service Delivery and the Strategic Development of the claims handling and deployment function/capability. Negotiation with client stakeholders at contract renewal and for delivery of new/additional services Representing the claims function in tender contract negotiation Seamless Integration of New Products/Services into the operation  Operational Business Continuity (Disaster Recovery) planning and implementation control,  Project Managing the successful move to a new purpose built contact centre in August 2004 and further annex (completion date Oct/Nov. 2007). Liaise with IT to develop system/telephony improvements and deliver enhanced customer service experience and /or productivity gains. Setting of operating budget, delivery of services within budget and annual achievement of profit targets Grew business from 125 seats to 650 over 5 years During this period I was privileged to be asked to host Alan Johnston (Secretary of State for Industry) for his first fact finding visit to a contact centre.

Post Grad Diploma In Management Studies (Dms), Business Administration And Management, General

Education record