Sam Appleyard-Smith Email & Phone Number

Norwich, United Kingdom

Contact Centre Manager for TSO’s multi-channel contact centre, offering a scalable solution with skilled agents in both inbound and outbound customer service and telesales. Specialising in UK Public Sector, Legal and Professional, Financial Services, Retail and Consumer, confidently handling the specific needs of each market promoting their products to targeted markets nationally and internationally, B2B and B2C. Our clients include • Financial Conduct Authority • The National Archives • Driver and Vehicle Standards Agency • Home Office • Civil Aviation Authority • HM Revenue and Customs I have a demonstrated capability in managing customer contacts via telephone, e-mail, webchat, social media, fax and post. My key responsibilities include; • Managing a department of up to 40 FTE in multi-channel inbound and outbound services• Collaborating with clients on setting and achieving MI, KPI and SLA’s – dependant on need and contact centre best practice and reporting this back. • Completing regular assessment of customer satisfaction through surveying and benchmarking • Analysing customer feedback to target areas for improvement • Working to standards maintaining compliance to ISO 9001:2008, ISO 27001:2013 and PCI Level 2 • Implementing client technical support and triage capabilities • Contributing to tendering and retendering for new client business