Roger Harris Email & Phone Number

Ripon, North Yorkshire

Successfully managing an ‘Extra Care’ estate for older people with care or support needs, consisting of 40 apartments. More specifically:• Working in partnership with North Yorkshire County Council, Adult & Community Services and a growing number of private care providers.• Managing the application and allocation process.• Responsible for accounts and managing arrears.• Managing catering, cleaning and gardening contacts on site.• Responsible for maintenance of the estate, including all repairs contractors.• Responsible for the health and safety of staff, residents and visitors (including adherence to fire regulations and water management).• Recognised for relationship management skills and used to support a number of projects for this purpose.

Leeds, United Kingdom

A number of projects managed over a two year period including:• Closure of Royal Mail Group’s Leeds Contact Centre.• Development and implementation of a new communication system between Customer Service Centres and operational units throughout the UK for Parcelforce Worldwide. • Royal Mail Group product review: transfer of customer service functions from Parcelforce Worldwide to Royal Mail.• Development of a new Business Customer Service Centre (Salford), incorporating a Bulk Claims Centre for Royal Mail’s major business customers.

Leeds

Responsible for the management and performance, including recruitment, training and development of up to 150 staff and 7 team leaders, and meeting operational targets for a major customer contact centre.Specifically, responsible for the successful management of:• An inbound call centre (average 8,000 calls per day).• A support team handling up to 500 more complex enquiries and complaints per day.• A specialist international customer service unit handling 1,000 Import and Export consignment enquiries per week involving 200 overseas partners.• A dedicated office handling Managing Director’s calls and casework.• An annual budget for staffing, equipment and maintenance of up to £3.5m.

Birmingham, United Kingdom

Responsible for the management and performance, including recruitment, training and development of up to 48 staff, budget control and meeting operational targets for Datapost, the company’s premium product.Specifically, responsible for the successful management of:• A small call centre consisting of 15 staff processing customer orders.• Two operational centres (Birmingham and Bristol) handling over 7,000 consignments per night.• Regular inspection of Royal Mail’s collection and delivery offices and the production of effective management reports with recommendations for business improvement.

Birmingham, United Kingdom

Responsible to the Chairman, Midlands Postal Board, for a range of customer service activities in the Midlands region including:• Co-ordination of contingency planning activities in response to service disruption (caused by strikes, breakdowns and bad weather etc.) affecting postal services.• Production of individual responses to customer complaints/correspondence from Post Office customers.• Research in response to high profile customer complaint cases including those generated by MP’s, legal institutions and high profile customers, producing reports and recommendations to the Board Chairman.• Provision of support and advice to the Regional Head Office structure.

Marketing/Marketing Management, General, Advanced Certificate

Communicating Manager, The Managerial Environment, Diploma In Management Studies (Dms)