Richard Mccarthy Email & Phone Number

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

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

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

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

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

 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