Rob Dickson Email & Phone Number

London, Gb

Lead on analysis and design of Enterprise level operating models, process and procedures.

London, England, Gb

I lead a Business Intelligence team that sits across multiple client facing sectors within Capita Public Service. Alongside delivery of contractual BI solutions for our clients and delivery teams, I also lead on strategic relationships with our IT team and external partners including Microsoft.

London, England, Gb

London, Gb

• Leadership of the customer experience team for the Smart DCC contract• Ownership of customer journeys and digitisation, delivering end 2 end excellence for DCC customers including measuring and improving the customer experience• Maintaining key stakeholder relationships within the regulatory environment in relation to customer systems

London, England, Gb

 Successfully delivered 60/60 Ofcom regulated Minimum Service Level targets in both 2016/17 and 2017/18  Engaged with Ofcom, successfully delivered the regulated service framework until 2021 and ensured that customer improvements will continue within an investment framework. Maintained strong stakeholder relationships, influenced decisions and ensured effective communication through all project stages.  Delivered a 2% improvement regarding on-time provision performance for the UK consumer market hitting an industry commitment of 95% on-time delivery by Dec 2017. Managed service level guarantee payment reduction activity within Service Delivery and aligned service targets and improvement plans to financial SLG budgets. Delivered coaching and mentoring to colleagues regarding best practice and best approach. Worked closely with BT Wholesale and Talk Talk and ensured an understanding of key service pain points regarding provision and repair service improvement plans. Created a motivational environment for colleagues to deliver results, continuous coaching and development of line reports. Planned work flow, assessed priorities, allocated timescales and distributed work per level of expertise required.

London, England, Gb

• Led a wider team of 1300 and managed/delivered several transformation projects that included an 18% reduction in total labour costs via the ‘Working Together’ program.• Ensured the team had the necessary strategies, training and development plans to consistently achieve in line with business objectives.• Reversed a declining trend and delivered an employee engagement score at 3.57.• Delivered a 30% reduction in TLR as well as 18% Efficiency for 2015/16.• Led the integration of desk teams into the Service Delivery 4 week planning process, created a granular plan tracker for Copper Planning and significantly improved propensity to call data.• Established a positive and productive site environment, accommodated the roles and needs of diverse teams to promote a cohesive team-based culture, maximised potential and enhanced performance of the team.• Created a ‘Coaching For Performance’ program that ensured increased fairness regarding the performance management process.

London, England, Gb

 Developed & implemented improved productivity, performance measures and procedures for Engineers and subsequently delivered a 10% increase in engineer productivity. Achieved SDLT sponsorship and delivered coaching for NOTV (National Operations and TV) that supported an improved Copper Provision success rate from 66% to 72%. Managed/developed the UKN Production Planning team and created a motivational environment for deliver results, continuous coaching and development of line reports. Aligned activities to established business processes, protocols and quality standards. Reviewed deliverables to ensure schedules were maintained, while meeting with quality standards, endorsing changes to plans where applicable.

London, England, Gb

 Managed the operational engineering structure across the North-West region, led a team of 60 colleagues including career development of 4 Graduates.  Developed a new approach to improving quality of workmanship in the region through the introduction of peer led coaching and classroom training. Promoted continuous improvement, delivered training to the team, assessed performance, conducted appraisals and recognised individuals’ needs for further coaching and training. Analysed current team performance, mapped trends and developed/implemented action plans to improve performance resulting on colleagues achieving promotions.

London, England, Gb

• Successfully delivered service improvements plans that reduced operational costs from Openreach and BT Wholesale.• Reduced the volume of co-op calls made from Openreach field to BTW co-op desks including reducing the call volume from a peak of 6800 to 4800.• Reviewed and implemented quality control procedures through regular spot checking and providing constructive feedback.• Responded promptly and effectively to changing circumstances, planned for contingencies and managed conflicting priorities.

Gb

• Managed supplier relationships for the services that Openreach delivered to delivered to BT Wholesale.• Led the successful migration of reporting from tactical to strategic.• Worked alongside stakeholders to transition plans that enabled scheduling, sequencing and ownership of all cutover activities.• Performed root cause analysis on service level failure across managed services contracts.

Psychology & Sociology

Education record