Sarah Chilton Email & Phone Number

Ashton-Under-Lyne, Gb

Ashton-Under-Lyne

Responsible for the delivery of a new omni-channel customer experience through technology led solutions.Key responsibilities:~ New multi channel contact centre ~ Self serve solutions through a new Online Customer Hub improving customer experience and reducing business costs~ Insightful data led decisions from customer and business insight analysis

New Charter Group, Ashton-Under-Lyne

As the Group's Business & Customer Insight Manager, Sarah is responsible for the delivery of the Group's customer insight strategy. Having helped to produce the strategy, she was responsible for establishing a new team to deliver it.Since 2014, Sarah's focus has been on bringing together the team to deliver a comprehensive customer insight product, supported by performance information and which can be communicated effectively to both staff and customers. Sarah now oversees the Group's communications team as part of this work and has played a critical role in shaping a new performance approach based on critical business and customer outcomes.The product Sarah has delivered is seen by it's leadership team as critical to the future success of the business and includes a full visibility approach to Group complaints, satisfaction survey activity and learning outcomes/actions. This work has allowed senior decision makers to get a clearer view of the relationship with customers and offers enhanced ability to challenge where necessary. As a reflection of of highly this work is regarded, Sarah has more recently been asked to lead the Group's work around Channel Shift and the development of an online customer portal which are seen as crucial to the Group's future success. Key Achievements- led successful implementation of Group's Customer Insight Strategy -developed learning outcome and action framework to give leaders full visibility and actionable intelligence around complaints and feedback-oversaw award of prestigious UK Institute of Customer Service 'ServiceMark' accreditation, recognising world class customer service and insight.

Ashton-Under-Lyne

Sarah's role was that of a front line customer service manager for 700 homes in and around Tameside. With overall responsibility for all aspects of the customer experience including housing management, arrears management, debt advice and anti-social behaviour, Sarah delivered targeted interventions to create vibrant, safe communities.As you would expect from working with large diverse communities, Sarah was expected to deliver and support a complex range of additional needs within her customer base. This included complex family intervention and mental health support with a really strong collaborative working approach with external partners such as Greater Manchester Police.Sarah managed a small team of administrators as part of this role.

Apprenticeship with Tameside MBC undertaking basic business administration responsibilities