• Leadership of the UK wide Customer Operation encompassing: Support Team, Call Centre, Engineering Team, Parts & logistics.• Build and implement vision & strategy to improve overall service plan for the business with a view to commercial growth in contract sales and diversity of business offering.• Facilitating strong client relationships with a focus on compliance & productivity ensuring safety standards are exceeded.• Development of teams in career growth, driving employee engagement.• Setting and working to clear customer KPI’s to achieve centre of excellence in client provision. Provision of detailed reporting and analytics.• Oversight of established UK wide stock hubs.• Financial accountability: Budget, Revenue, Profit, Growth.• Implement various projects to update our service offerings through new technologies.

• Develop strong commercial relationships with our last mile delivery partners to improve compliance, productivity, safety, driver engagement and customer KPI’s. • Plan with delivery partners to make sure driver supply is aligned to seasonal volume demands.• Manage the UK/EU Driver Experience Hotline.• Own the end-to-end management of driver escalations, including the investigation, resolution and follow-up on actions.• Work closely with the UK/EU Deliver Service Provider teams to provide feedback on cases and with UK/RU audit and compliance to provide insight found from cases. • Provide reporting for senior leadership on the actions taken.• Create and audit SOPs for each process within the team

• Overseeing the logistics operation that focuses on the distribution of orders direct to customers • Manage a team of shift managers, shift supervisors and team leaders within a 24hr operation. Forecasting resourcing levels, liaise with and manage internal and external suppliers including agency management representatives/drivers• Working to KPIs such as Delivery On Time, First Time Delivery Success and Enhancing Customer Service• Implementing and meeting stretch targets to continually improve team performance, embracing change methodology Metrics driven and deep dive focused to find root causes quickly, to drive improvements, implement change• Overseeing management of the Warehouse, to include linehaul, H&S etc• Utilise exceptional problem-solving, and communication skills to influence business and technical audiences. Finding practical and simple solutions to complex problems without sacrificing quality or core functionality. Fast moving, innovative, finding ways to simplify whilst driving costs down• Provide day-to-day support during the rollout/implementation of newer systems/processes and gather feedback • Map business requirements, forecasting product, service and people. Understand business processes, study and analyse workflows, design solutions• Act as the ‘business owner’, possessing a complete understanding of internal and external variables that impact forecasting and budget • Have a thorough understanding of the industry, seasonality and global trends/events, and continually monitor competitor/industry developments • Define strategic projects relating to forecasting and get buy-in from with key partners. • Manage relationships/stakeholders and coordinate cross-functional teams, and communicate with internal and external parties, while meeting tight deadlines

• Focused on the experience of the customer at the heart of this role, recruited to create, implement and maintain a recruitment, retention and vetting process, changing the face of the Security team of 200 people• Management of project to reverse indemic absenteeism, expertise in managing disciplinary procedures. Performance managed staff with a view to improve service levels across the function• Re-motivate and align teams to best meet customer expectations, playing a pivotal role in recruiting a diverse quality team with the ability to combine compliance with excellent customer service putting the customer at the heart of the operation• Education and training of staff in the responsibility to the customer and the importance to our business. Drove forward implementation of strategies to improve systems and procedures within the department measuring success by customer experience within the Airport• Using analytical models, created and maintained periodical staffing models for Security which meet established and targeted customer service levels and to coordinate and consolidate annual costs and headcount budget, and ensured compliance with budget throughout the year• Created and maintained schedules for the Security department, adjusting as necessary, to ensure customer service levels are maintained and that budget is adhered to• Provided strategic and tactical responses to changing business environment and its impact on costs; developed improvements across the function and audited the resource planning data to ensure accurate forecast of staffing requirements• Created new reporting packages and provided analysis and commentary to the Director and management team to drive optimal results within Security to satisfy SLAs from Department of Transport• Managed project to create, implement and maintain an improved system of remuneration

• Managed the Graphic Communications Group Call Centre for Kodak successfully for over 10 years, responsible for a large customer care team• Established and maintained effective, proactive relationships with a wide range of customer contacts and key customer personnel• Ensured customer contract requirements / policies / procedures are met/exceeded• Team management and motivation, to ensure team mindset to work together to deliver service level commitments• Set up of the Consumable Sales department and managing the Outbound Contact Centre for all Consumable sales to customers• Managed customer feedback and complaints, ensuring corrective action to customer satisfaction and management of the escalation process• Delivered of training Developing staff into junior management positions• Production of periodical call data re service delivery and telephone response. Analysing and implementing change where necessary• Developed and implemented processes and procedures to comply with ISO• Set up and reviewed key targets for team performance. Conducting yearly Performance & Development reviews• Budget management. Led various cost reducing projects