Steve Moxon Email & Phone Number

Liverpool, England, United Kingdom

Reporting to the director of Motability transition and business optimisation.Leading multiple project work streams in the migration of 700,000 Motability customers from The Royal Sun Alliance Group to Direct Line Group.Supporting the transition of c500 employees that moved across to DLG under a TUPE transfer.Supporting and facilitating the coaching and development of c50 people leaders.Responsible for successfully delivering a customer-centric telephony platform.Successfully developed and executed an engaging customer experience program for all employees.Initiating and implementing a vigorous quality assurance framework adhering to regulatory obligations.

Manchester Area, United Kingdom

Directed a sales and service contact centre, operating across multiple products and disciplines, leading C400 FTE. Successfully led a team of 4 operational managers and c40 team leaders to deliver cultural and performance transformation.Provided strong leadership, direction, communication and coaching to support the contact centre’s objective to exceed all agreed performance targets.Managed contact centre budgets and conducted regular cost analysis exercises to drive cost reduction initiatives.Consistently delivered operational contact centre performance across a balanced business scorecard.Successfully influenced, shaped, and implemented an internal customer experience program, which allowed consultants to access immediate customer feedback.Created and delivered a first call resolution metric across c2500 colleagues that reduced errors, failure demand and complaint volumes whilst also improving conduct outcomes.Led multiple operational workload reduction programs across customer operations, eradicating 100’s FTE workload.Successfully closed two contact centres delivering all business benefit case measures, as well as delivering exceptional employee engagement levels and exceeding KPI targets.Winning a Direct Line Group chief executive award as recognition for the work undertaken when closing two contact centres. Positively embedded a cultural shift in both people engagement and customer outcomes.Developed and embedded a culture of continuous improvement across the operation using root cause analysis and lean methodology to identify and resolve issues and to support workload eradication.Delivered and embedded robust complaints handling practices, ensuring effective first-time resolution delivery through focused coaching and action planning.

Leeds, England, United Kingdom

Reported to the Contact Centre Manager, with responsibility for defining and implementing site strategy to deliver a balanced business scorecard of KPIs.Led the Motor and Home Insurance Sales and Service Departments.Responsibility for leading a team of 12 Team Leaders and C180 employees.Responsible for the delivery of trading KPIs whilst being aligned to regulatory outcomes.Proactively manages the department's attendance in line with business targets.Identified Team Leader coaching needs and delivered far reaching and effective solutions.Managed customer complaints to ensure resolution within the FCA requirements.Effectively managed and implemented two shift reviews within an 18-month period.Designed and delivered a people strategy, resulting in a 15% uplift in employee engagement scores.Managed a change programme which involved moving c100 sales employees to a service skill with no impact on departmental results.Improved the department risk result from an amber to a green rating by developing and implementing a robust risk action plan.Improved internal complaint audit results by c10%.Played a major role in RBS Insurance receiving World Class accreditation from Warwick University.

Leeds, England, United Kingdom

Led a team of 12 consultants to meet and exceed sales targets within the regulatory environment.Provided coaching and mentoring to a team of 12 consultants developing them to provide exceptional customer experience in line with the Direct Line customer experience programs.Supported a team of 12 consultants to meet telephony efficiency targets.Achieved strong customer outcomes through all team interactions.

Leeds, England, United Kingdom

Taking incoming customer calls.Meeting and exceeding sales targets within the regulatory environment. Providing exceptional customer experience in line with the Direct Line customer experience programs.Meeting telephony efficiency targets.Achieving strong customer outcomes through all interactions.

Halifax, England, United Kingdom

Liaised directly with customers via the telephony channel supporting their insurance needs.Made and communicated underwriting decisions based on complex criteria both via the telephone and via incoming post.Held and managed an account of high-net-worth customers.Liaising with motor insurance brokers through the telephony channel advising them on risk assessments of their caseloads.Working through manual paper files and cover notes making underwriting decisions based on multiple and complex risk factors.