Joel Turner Email & Phone Number

Sheffield, Gb

London, Gb

Developing and implementing Entain’s internal strategic narrative and comms plan across the Group, partnering with the Group CEO and wider ExCo to build their leadership voice and connection to the 30,000 colleagues worldwide. This has been a period of significant change for Entain. Developing a trusted, authentic leadership voice has been one of my central principles in re-connecting the ExCo with the wider colleague base.

New York, New York, Us

Trusted communication partner to the divisional CEO, I work closely with the ExCo Leadership Team to connect the past, present and future by bringing together the important elements of history and organisational culture into the forward-looking strategic path the organisation seeks to take. I connect colleagues to customers and products, focusing on strategic goals and explaining exec vision: it is my aim to be a catalyst for making business strategy and EVP a reality!

New York, New York, Us

Leading the Flutter UK & Ireland divisional Internal Communication Team for Paddy Power, Betfair and Sky Betting & Gaming organisations – and the internal communication and leadership engagement strategy that brings them all together.

Leeds, West Yorkshire, Gb

Passionate about people, passionate about workplace culture, passionate about Sky Betting & Gaming. What better combination?

Leeds, West Yorkshire, Gb

Leeds, West Yorkshire, Gb

A broad ranging role: from identifying and implementing customer experience improvements and customer operations efficiencies, to designing and managing an internal communications strategy across Sky Bet's business.

Leeds, West Yorkshire, Gb

Improving the online customer experience, implementing contact centre efficiencies and service strategy across the range of Sky Betting & Gaming products.

London, England, Gb

Management of William Hill’s Retail Technical Services Helpdesk; a support department of 38 people dealing with the range of technology, buildings maintenance and facilities across William Hill’s 2400 shops across the UK and Ireland.

London, England, Gb

Responsible for producing and maintaining a range of communications mechanisms to support day to day operations and corporate business change programmes. Helping people throughout the business understand how to communicate effectively through all channels, keeping up with industry trends, raising business awareness and exploring ways to improve the communication infrastructure.Developed a corporate people engagement philosophy into William Hill’s telephone channel, bringing the concept to life with engaging and imaginative communication activities; including off site conferences and workshops, employee magazines and coaching the use of communications techniques and tools to managers. Introduced new communication tools for knowledge management and information sharing: with new intranet sites on several platforms, including business blogs, knowledge wikis and training and development resources. Also introduced a network of Communication Champions to support brand messages, marketing campaigns and operational performance at business critical sporting events. Organised, hosted and written a number of senior management conference events, as well employee engagement events at Don Valley Stadium, Elland Road and Emirates Stadiums.Experience of managing an 18 month strategic communication plan for an off-shoring business change programme, covering the closure of one contact centre and the TUPE transfer of another 250 people to a third party outsourcer.

London, England, Gb

Responsible for the day to day business operation and performance of contact centres with sites in two cities. Line management of five direct reports: Operations Managers covering 15 Team Managers, circa 280 agents and a Customer Service function. Particular focus on staff cost control, performance management and quality assurance at a time of significant financial constraints and upheaval.A focus on business improvement and delivery: analysing commercial performance and implementing new ways of working; including introducing a dedicated VIP team for William Hill’s highest value customers, re-writing call handling quality scripts and assessments – and subsequently William Hill being rated highest in market place in independent mystery shopping research – and overseeing the introduction of betting by SMS text message, to supplement William Hill’s traditional phone business.

London, England, Gb

Performance management and development of 5 Team Managers, and approximately 250 Call Centre Operators. Ensuring call centre service levels, standards and KPI’s were achieved and that operational policies and procedures were implemented to ensure a business handled in a secure, cost effective and efficient manner.Key responsibilities included: communications, knowledge management and business awareness, and praise and recognition, liaison with William Hill’s marketing function to advise on strategy for the retention and acquisition of customers. Identifying training and development needs, and working with support departments to address procedural issues.