Simon Rawlings Email & Phone Number

Welwyn Garden City

Watford, United Kingdom

Kings Cross London

•Working as a consultant, and have had 6 month placements at both a well-established Irish Telco and a Utility company assisting both by developing and supporting their Collection and Contact strategies•Proposing system and process improvements, and then instigating the design build.•Introduced customer segmentation into the Collections system developing a culture to collect•Improved Aged Debt by £3.5m over 6 months, through introducing “Dash4Cash” strategies, as well as improving debt ledger performance by tackling ‘loss’ aged debtors up to four years old•Implemented an outbound dialler team, working specific campaigns to reduce bad and doubtful debt by contacting customers earlier in their debt cycle. •Design of specific scripting relating to each campaign to improve performance•Substantial travel undertaken to support both companies to ensure being on site regularly to improve communication channels and enhance client relationships

London, United Kingdom

I implemented a multi-site outsource operation for TalkTalk across UK, India and The Philippines. This included a UK Centre of Excellence, developing and implementing customer centric strategies based on 'Treating Customers Fairly' (TFC) principles.Developed strategies to reduce Churn by segmenting the customer base into risks to enhance customer contact rates.I introduced different communication channels on the basis of 'how the customer wanted to communicate with us', promoting the customer's experience whilst in arrears, and tracking this through quality assurance measurements and reporting.I am very focussed on the team, and ensuring that all are operating towards one goal, whilst strategizing for the future.Customer Payment Support is a fast paced department within the highly evolving Telecoms market. The customer is managed 'cradle to grave'​ from front end Credit Checking, through 'high volume, low value' Collections Operations, to managing third party Debt Collection Agencies, Write Off processes, and ultimately Debt Sale opportunities.The team is structured across three continents, with approx 200 FTE, collecting annually circa £100m in current, doubtful and, bad debt.The department has an individual annual budget of approx £6m, I was responsible for the creation and management of this spend.

Acton, London

As above - TalkTalk was originally a brand within the Carphone portfolio, but became a separate entity and my role migrated over to the new company.I was responsible for managing and developing the Collection Team in collecting bad and doubtful debt. This included introducing incentive and bonus schemes to motivate staff.I introduced panel management Debt Collection Agencies to assist collections once internal procedures had been exhausted. I introduced a fully blended dialler strategy, with a single user sign on that enhanced agent capability and efficiencies.

Trowbridge, Wiltshire

I was contracted to Virgin Mobile (VM) to assist in the creation of their new Collection Operations Team, and then managed the team during Virgin's transition into the post pay customer market, from their starting position of pre-pay only.I was initially contracted to VM for 6 months.I also assisted in the development of VM's customer care and billing system,focussing on the credit management processes and strategies.

Boreham Wood

I created the Collections Team for One-2-One with an initial start up of 2 agents.I helped design the operational strategies for the new Collections system, and travelled to USA to assist the developer in bringing this to life.