Customer First UK Limited is the awarding body for the “Putting The Customer First®” Standard – The National Standard for Customer Service.The Customer First approach focuses on three pillars of business planning that look at the strategic, tactical and operational delivery methods. It uses a unique ‘Diagnostic Assessment Method’ which helps target specific development areas within an organisation to allow for accelerated business improvements. Customer First UK has worked with over 600 organisations across 20 industry sectors ranging from sole traders to multi national companies. With each of these organisations the aim of Customer First UK remains focussed on individually tailoring their assessment packages for optimal support of each customer’s internal delivery methods and strategic goals.This provides a targeted improvement plan for the customer experience within each client organisation. The Customer First Diagnostic Assessment approach is designed to help any organisation to work toward obtaining compliance against all 30 statements of accreditation.It allows companies to remove both the guess work and the paperwork so that they can start to see sustainable improvements at the faster pace which is required in today’s business world.

Senior Manager over all of Customer Relations encompassing the Call Centre, Outbound Sales Team, Customer Satisfaction Team, Complaints Team and Key Accounts Team (field and office based). • Supervised approximately 60 FTEs across different areas.• Responsible for continuous quality improvement of the overall customer experience as reflected in repeat customer business with a focus on revenue growth and increased market penetration. • Streamlined the Key Account Management process through personalised account summary reporting and regular interface meetings to reduce customer complaints resulting in a 40% increase in business within this portion of the revenue stream. • Acquired multiple expansion contracts from our Key Accounts which virtually doubled our geographic coverage area. • Developed, implemented and monitored an employee suggestion scheme which delivered sustainable business improvements initiated by staff at every level of the company. • Created a proactive customer interface model which resulted in a 35% reduction in inbound customer calls to the call centre. • Developed a customer satisfaction survey model which delivered feedback directly to Senior Managers throughout the business utilising root cause analysis and tracked related business improvements. • Increased the accessibility, visibility and proactive use of a uniform monthly 1-2-1 employee evaluation format across the entire organisation which fed into the annual review process and led to a 30% increase in employee job satisfaction. • Initiated, developed and led an overall business model change programme which resulted in the successful achievement of the Customer First Accreditation for customer service excellence. This encompassed all aspects of the organisation and over 600 total staff. Fulcrum was the 1st utility organisation to ever achieve this accreditation.