Ross Cherry Email & Phone Number

Livingston, Scotland, United Kingdom

Dunfermline, Scotland, United Kingdom

Livingston

Dunfermline

• Responsibilities:
• Defining the criteria we should be using to measure our success as a business including what being ‘#1 in Customer Service’ means for Customer Operations by investigating new opportunities that have been identified for.
• Research and visit best practice companies to identify leading edge practices and how they measure the success of them
• Influence senior stakeholders for initiatives/investments that are recommended and working closely with a cross functional support team to help implement any new initiatives
• Champion the customer at all levels and understand how change impacts the customer experience, ensuring that any change only has a positive impact on our customers and staff

• Responsibilities:
• To lead a team of 6 Customer Journey Leaders in creating, designing and implementing projects across a wide range of broadband and talk related initiatives
• Providing clear direction and coaching support to develop my team and drive performance
• Responsible for the delivery of multiple projects and analysis driven activities, often requiring presentation to senior and director level audiencesAchievements:
• Successfully managed my team through a difficult period where our business unit was being restructured
• Responsible for the implementation the first automated dialler campaign to be used in the service estate which is now a key element of our effort to reduce the number of missed engineer appointments across the business.

• Responsibilities:
• Leading a network of over 50 staff to drive down the volume of unnecessary replacement routers and understand the challenges and reasons behind these volumes to create long term solutions
• Providing detailed insight of both our customers’ perception of our products and how this can be influenced coupled with analysis on our performance in delivering the services
• Creation and maintenance of reporting solutions for our contact centre knowledge base
• Working with various teams across the business in the development of KPI’s to measure performance of our products and services going forwardAchievements:
• We are now able to accurately measure and understand our router replacements through the analysis completed and through lockdown we have driven a reduction in the cost of replacement routers by over £65,000 per quarter