Richard Mccarthy

Richard Mccarthy Email and Phone Number

Customer service professional passionate about delivering an amazing experience through getting the best from my teams. @ Charities Aid Foundation
london, london, united kingdom
Richard Mccarthy's Location
London, England, United Kingdom, United Kingdom
Richard Mccarthy's Contact Details

Richard Mccarthy personal email

n/a

Richard Mccarthy phone numbers

About Richard Mccarthy

A versatile and solution focused Director of Customer Operations with over 20 years’ in-depth, diverse experience working in fast paced, complex and rapidly evolving organisations. Committed to best-in-class service with a progressive career developing strategies, leading large, complex teams and coordinating and delivering improvements in operations across diverse sectors including not-for-profit. Able to function well under pressure, with excellent influencing, communication and interpersonal skills and an unrelenting ability to motivate and drive forward team performance through an unrivalled commitment to colleague support; able to build and maintain long-term, credible and effective relationships. A strategic thinker who demonstrates expertise in developing cross-functional team building and leadership to shape front and back office customer support provision. Highly motivated and people focused along with advanced analytical and decision-making skills; works independently or part of a team to always provide exceptional service to all customer types. A professional who is proactive and tenacious with a proven track record of leading full life-cycle projects from initial design to completion, achieving results through effective teamworking and cross-functional collaboration whilst managing stakeholder expectations. A demonstrable record of hands-on and cross-functional leadership, effectively building and managing teams to achieve business objectives, driving forward efficiencies, maximising performance, streamlining processes/costs and delivering excellence. Able to manage conflicting customer wants and needs, innovatively creating and implementing solutions to resolve challenging situations.Email: rw.mccarthy@hotmail.com

Richard Mccarthy's Current Company Details
Charities Aid Foundation

Charities Aid Foundation

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Customer service professional passionate about delivering an amazing experience through getting the best from my teams.
london, london, united kingdom
Website:
cafonline.org
Employees:
346
Richard Mccarthy Work Experience Details
  • Charities Aid Foundation
    Director Of Customer Operations
    Charities Aid Foundation Jul 2021 - Present
    London, England, United Kingdom
     Achieved top decline in Institute of Customer Service external benchmarking exercise of all UK retail banks Led the design and implementation of a Customer Due Diligence service for CAF, bringing all CDD activities into one centre of excellence, ensuring CAF remains compliant with FCA, HMRC and Charity Commission guidance Designed and implemented innovative strategy to target team, service and culture development which delivered improved cross-team working and staff engagement resulting in increased customer satisfaction Designing and implementing the customer service strategy for CAF, collaborating with others to create plans based on customer insights and the competitive environment, ensuring alignment with the organisation’s objectives Leading a complex operation comprising of a highly skilled team of over 100, encompassing contact centre, processing, compliance, KYC and B2B teams with a significant budget Leading the development of policy and process frameworks and customer service tools to achieve best-in-class service while ensuring regulatory compliance
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  • Charities Aid Foundation
    Head Of Customer Service And Experience
    Charities Aid Foundation Feb 2015 - Jul 2021
    West Malling, Kent & London
     Conceptualised, designed and introduced a live chat solution for customers and prospective customers, enabling an improved customer experience and greater team efficiency Provided leadership and support to the selection and implementation of a new email handling system which resulted in a large improvement in efficiency, handling time and OPEX significant savings Reduced cheque payments by half through programme of rolling process changes that encouraged changes in customer behaviour Led project to design and implement a CAF tone of voice, improving written and verbal communication across the division, resulting in measurable increases in customer and internal satisfaction Led a large highly skilled team of comprising front and back office customer service and basic charity commission compliance Instilled a culture focused on customer service excellence through external and internal service and colleague recognition schemes Worked in close collaboration with others across CAF to create and deliver plans to the overall strategy of CAF
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  • Asos.Com
    Head Of Customer Operations
    Asos.Com Jun 2014 - Jan 2015
    Hemel Hempstead, United Kingdom & London
     Achieved a 20% increase in NPS and internal CSAT scores through data and root cause analysis Introduced an absence management plan which reduced the overall absence rate by 10% and short-term persistent absence by 15% Designed, developed and introduced an innovative coaching framework which led to a 30 second reduction in average handling time Accountable for leading, coordinating and directing the end-to-end customer operations function (24/7 in-house contact centre) managing c.£10m budget and resource planning to achieve the organisation’s goals, vision and business objectives Provided leadership and support to a team of 300 FTEs ensuring successful management of country specific customer enquiries via email, social media and telephone  Instilled a culture across the Contact Centre focused on customer service delivery and customer engagement
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  • Sainsbury'S
    Careline Contact Centre Manager
    Sainsbury'S Jan 2013 - Jun 2014
    London, United Kingdom
     Designed and implemented a social media ‘Centre of Excellence’ encompassing a new contact strategy to enhance customer experience whilst also reducing average resolution time to under 30 minutes Delivered cost savings of £240k through re-engineering the existing operating model and increasing customer self-service usage, reducing response times by 2 days and quality of the complaints management process by 20% Oversaw and coordinated the day-to-day operations of the outsourced contact centre encompassing 150 FTEs via telephone, social media and email and  Managed the executive complaints team ensuring a full investigation was carried out for each case and appropriate responses created for the chief executive Full ownership for creating financial forecasts and budgeting, ensuring the service remained within its £4m envelope through continuous improvement of processes data analytics, and close vendor management Cultivated and maintained strong relationships with internal and external stakeholders including the 3rd party vendor to ensure service standards and obligations we met
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  • London Organising Committe Of The Olympic And Paralympic Games
    Contact Centre Vendor Manager
    London Organising Committe Of The Olympic And Paralympic Games Jan 2010 - Sep 2012
    London, United Kingdom
     Consistently achieved SLA through innovative process design and excellent customer service standards, bringing the project in under budget by £200k  Designed and implemented the operating model, processes, policies and procedures for the customer service operation The model has subsequently been utilised by other major global sporting events due to its success Responsible for designing, planning, implementing and managing the contact centre operations for the 2012 Olympic and Paralympic Games in London Provided effective leadership, coordination and oversight of the contact centre encompassing a team of 150 staff dealing with enquiries from volunteers, paid staff and the public regarding Games Worked in close collaboration with key internal and external stakeholders to create and maximise service delivery standards including forecasts, capacity planning and data analysis to identify trends and customer insights. Prepared and delivered comprehensive monthly reporting to the Board with the aim of supporting further development of the programme
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  • Accenture
    Senior Consultant - Crm Practice
    Accenture 2007 - 2009
     Delivered a 25% improvement in productivity for a major mobile operator through implementing a balanced scorecard for staff Spearheaded the development of a strategic plan for a water company to outsource their key processes to a 3rd party vendor, leading to cost savings of approximately £250k Conceived and employed an industry specific benchmarking tool for a major oil enterprise to discern areas of functional weakness, undertaking a wide-ranging analysis of performance and developing plans for improvement
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  • Cable And Wireless/Bulldog
    Head Of Operations
    Cable And Wireless/Bulldog 2005 - 2007
  • T-Mobile Uk
    Operations Manager
    T-Mobile Uk May 2000 - Jun 2005

Richard Mccarthy Skills

People Management Change Management Process Improvement Telecommunications Problem Solving Leadership Management Customer Service Crm Operations Management Coaching Performance Management Team Leadership Stakeholder Management Recruiting Strategy Team Management Vendor Management Business Process Improvement Customer Relationship Management Senior Stakeholder Management Procedure And Policy Management Service Delivery Management Service Transformation Contact Center Management Strategy Planning And Execution Customer Engagement Customer Satisfaction Review Customer Service Management Contact Centre Operations Solutions Implementation Technical Support Provision Team Building Cross Functional Team Building Cross Functional Team Leadership Coaching And Mentoring Supplier Relationship Management Business Relationship Management Strategic Partner Relationship Management Relationship Management Stakeholder Engagement Stakeholder Workshops Third Party Vendor Management Communication Influencing

Richard Mccarthy Education Details

Frequently Asked Questions about Richard Mccarthy

What company does Richard Mccarthy work for?

Richard Mccarthy works for Charities Aid Foundation

What is Richard Mccarthy's role at the current company?

Richard Mccarthy's current role is Customer service professional passionate about delivering an amazing experience through getting the best from my teams..

What is Richard Mccarthy's email address?

Richard Mccarthy's email address is rw****@****o.co.uk

What is Richard Mccarthy's direct phone number?

Richard Mccarthy's direct phone number is (800) 872*****

What schools did Richard Mccarthy attend?

Richard Mccarthy attended University Of South Wales.

What skills is Richard Mccarthy known for?

Richard Mccarthy has skills like People Management, Change Management, Process Improvement, Telecommunications, Problem Solving, Leadership, Management, Customer Service, Crm, Operations Management, Coaching, Performance Management.

Who are Richard Mccarthy's colleagues?

Richard Mccarthy's colleagues are Genevieve Williams, Alan Hogarth, Nicola Clarke, Zayna Baig, Flavia Iarlori, Lekan Ojumu, Glenn Ellis.

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