Richard Collett Email & Phone Number

Carbon60 is part of The Impellam Group and provides specialist recruitment and global workforce solutions across the science, technology, engineering and mathematics (STEM) disciplines - driving the future of engineering. We're dedicated to people and the difference we make in our industry.

Through the power of work, we build better businesses and help people lead more fulfilling lives.Impellam's vision is to be the world's most trusted specialist recruitment and workforce solutions group, trusted by our people, our customers, and our investors in equal measure.

Stafford, England, United Kingdom

Building on our existing relationships within the construction sector to ensure we are able to provide an exceptional customer experience to all our clients and candidates.

Birmingham, England, United Kingdom

360 Recruitment Consultant on Procurement People and Senior/Critical Hires in Manufacturing.

Birmingham, England, United Kingdom

J. Friisberg & Partners was founded in Switzerland in 1977. Friisberg is now an international equity partnership of management consulting firms specialising in Executive Search, with more than 30 offices in over 24 countries.Friisberg & Partners International in the UK provides professional advice and services to clients recruiting executives and non-executives onto their boards and into senior management positions.

Midlands

Customer Experience & Project Management ConsultancyINSIDE TRACKSProject Manager for Compliance, Audit Quality Control and Customer Experience Surveying across the Aldi UK and Iceland estates.Inside Tracks work with Aldi in the UK (as well as Iceland and also Denner in Switzerland) to enhance the overall customer experience through monthly availability audits, compliance and business critical project work.Monthly auditing includes checks on product availability, price card changes, health & safety issues, trading standards issues, price card anomalies (incorrect weights or brands etc), general hygiene and till compliance.In addition, I am responsible for carrying out Quality Audits and training of auditors to ensure consistency and that best practice is shared across the business and also into Aldi, Iceland and Denner’s operational model.CUSTOMER PLUSCustomer Plus is an award-winning customer experience consultancy. Specialising in strategy, research, training and communications, we help our customers help their customers by delivering better experiences and in turn greater profitability for organisations.We work with FTSE100 companies, SMEs, local and central government, social housing and other public sector organisations.DRYSTONE STRATEGY PARTNERSCommercial Due Diligence.Management and Business Strategy Consulting.BUNZL RETAIL SUPPLIESA six month contract position to lead a large change project for Bunzl Retail Supplies and the Co-op. The project was working for Co-Operative Food to consolidate parts of the supply chain for ‘goods not for resale’ (GNFR) across the estate of new and refurbished stores.This project was a significant change for the ways of working for the Co-op and its supply chain and therefore required tactful stakeholder management to ensure all parties' requirements were fully understood and delivered.

Midlands

Developing the strategic direction for customer experience, customer marketing and community engagement. Leading customer experience projects and initiatives to enhance customer satisfaction while ensuring the strategy is consistently embedded across the business.Key projects & initiatives include:• Internal and external stakeholder management and stakeholder mapping• Customer journey mapping to ensure the customer is at the heart of all business decisions• Key contact for Business Development with regards customer proposition• Customer satisfaction surveys (including Net Promoter Score) and voice of the client projects to obtain insight and MI to further drive improvements and enable informed decision making while highlighting the potential impact of poor service• Customer excellence training to ensure consistent high levels of service can be achieved by everyone.• Implementation of the Customer Service Excellence (CSE) standards to ensure high levels of customer service and consistency• Customer and stakeholder engagement through the Tenant Empowerment Organisation (TPAS) Contractor Accreditation SchemeA key element of successful delivery is to challenge existing processes and encourage colleagues to change their working practices to ensure we are able to put the customer at the heart of the business.

Development of an integrated customer experience strategy with consistent policies, processes and tools that enable staff to provide superior experiences to all our customers.The strategy was developed in line with the overall corporate vision and mission through an integrated customer model. The model highlights the critical behavioural traits that customers expect and therefore need to be delivered by staff across key service offerings.Key to the success of the model is a complete understanding of customers’ needs while integrating best practice and encouraging consistency.Customers included Southampton Airport, NATS, AWE, BAE Systems, Natural History Museum, Novartis, UCB, M&G Real Estate, Urenco, British Sugar, Department of Health and Public Health England.

Delivering a sustainable, profitable business by ensuring the systems, processes and people deliver a ‘best in class’ customer experience, including business development opportunities.Management of customer performance to encourage continuous improvement and deliver a ‘best in class’ customer experience.Oversee new business processes ensuring their implementation improves the operational efficiency of the business as well as enhancing the customer experience.

Working across various client contracts including E.ON Central Networks, National Grid, Northern PowerGrid & Yorkshire Water.- Mobilisation- Performance Management & KPI Presentations- Customer & stakeholder management- Call centre management- Developing & understanding Regulatory Standards- Business Process Optimisation- Creation of stakeholder guidance material- Company-wide collaboration across to share best practice- Key team member in the set up and subsequent launch of the Morrison Utility Connections business.- TUPE Events

- Leading the corporate marketing function, managing and delivering multi-channel communications plans including PR, brand campaigns and events support.- Supporting Business Development and the mobilisation of new contracts from a communications and customer perspective.- Work collaboratively with the Board to advise, lead and challenge on strategic marketing communications and customer service issues.- Ensure consistency and integrity of corporate identity across clients, customers and external stakeholders.- Manage company-wide promotional activities both internally & externally.- Manage and produce company marketing collateral.- Event production and management.- Manage the external media relations programme.- Liaising across a number of business areas and at several levels within Morrison Utility Services.- Work with clients and industry associations to jointly raise awareness of common issues and solutions.