Description

Experienced contact centre manager, all aspects of contact centre management work undertaken within service, not sales.

Set up and ramp up, to BAU, through ramp down and shut down of service departments.

Maintaining BAU and development of departments ongoing.

Change management and continuous improvement experienced.

Set up and running recruitment drives snd assessment centres.

All BAU operations customer service HR duties and collaboration experienced.

looking for day rate roles of any length, covering long term sick, maternity leave, and temporary roles etc.

Languages

English
Fluent
Spanish
Basic

Workplace preferences

Can work on-site

Durham (up to 50km), London (up to 100km), Manchester (up to 100km), Sheffield (up to 100km), York (up to 100km)

Arvato Systems
Senior Team Manager
September 2020 - Today (5 years and 9 months)
Thames Water
Digital Customer Services Manager
June 2016 - May 2018 (1 year and 11 months)
550 S Oak Way, Reading RG2 6UG, UK
I developed and managed several evening teams within the Operations Contact Centre at Thames Water. In 6 months I turned the team around to being the highest achieving team in the Contact Centre, with the lowest level of absence and lateness etc. I moved this success to the new Thames Water Digital Customer Services Team, I took the Team in early Jan 2017 , where I was heavily involved in the whole process of setup / Recruitment / training / procurement / systems access / MI / forecasting / rotas / feedback / coaching and all basic HR Management Duties, and much more. Initially there were 3 agents unmanaged just testing the customer appetite, for around 18 months. By the end of Month 1 we had 28k Followers on Twitter and 4k on Facebook approx. and regularly handle up to 1 k messages a day from customers. While working as Digital Manger I continued to support the Teams on Voice. I was responsible for individual development of my team through coaching, motivating and by driving performance through key metrics. Daily I managed multiple activities at the same time and still provided exceptional customer service and support to my team.
• People/Performance management: l carried out quality monitoring, regular coaching and 1-1's to ensure we are getting it right first time.
• Customer Centricity: I always share and weave my contagious passion into everything we do so that our customers are truly at the heart of what we do, linking this in with escalated and sensitive customer complaints personally.
• Motivation: It can be a tough environment and I keep my team motivated to meet targets. Therefore I communicate and share all updates/changes/ messages etc. daily with passion and care and have fun.
• Lead change: As the company evolved our service recovery approach continuously changed, I always lead and embed these changes personally so that they become reality quickly and effectively.
Tuc Trucking Drivers Network Ltd
Director/General Manager
June 2013 - September 2015 (2 years and 3 months)
Peterlee, UK

• Created and designed a new business concept and brand.
• Responsible for a team of 8 Franchise Managers.
• Successfully trained the team on Sales, Customers Services, After Sales Service and Objection Handling.
• Designed and delivered the training for Sales and Service.
• Designed and implemented the operational policies and procedures including health & Safety policy.
• Project managed the design and implementation of the IT Systems.
• Created the sales and customer presentations and material