Bio

I enjoy taking accountability to deliver, rolling-up my sleeves if required and work well under pressure. I have a proven record of bringing departments/teams at all levels together to work more effectively. With a career primarily in fast-paced Operations, Contact Centres, and Field Service Team environments, I am a strong people-leader who communicates well at all levels and is pragmatic in my approach. Key Accountability and Areas of Experience • Accountable for Contact Centres, BPOs & Home Workers up to 1100 FTE and 2500 Field Engineers • Managing multi-site, complex Operations within UK, ROI, USA, South Africa and India • Worked within Regulated and Non-Regulated Industries • Managing complex Sales, Complaints & Customer Service teams • Working in fast paced and ever changing Environments • Delivering challenging KPI/SLA targets • Owning budgets and P&Ls up to £55 million • Developing and Delivering Change and Transformation Programmes • Worked closely with major Insurance Providers, Regulators and Unions • Managing/Improving Customer Service, Complaints and Field-based Engineers • People development, culture change and succession planning • Developing and utilising complex data • Delivering digital projects Skills • People Leadership • Clear Communication • Pragmatic and Organised • Strategic thinking and Commercial awareness • Hands-on if required • Influencing and motivating people across multiple departments to generate great teamwork • Deliver on promises and achieving objectives Industry Sector Experience • Utilities – Thames Water, UKDN and Npower • Healthcare – CBT Clinics and FirstCare Absence Management • Insurance – HomeServe, Team Know How • Retail – ASDA, Dixons Car Phone Warehouse • Broadcasting – Sky • Health and Safety – Arco • Outsourcing – Lemon, Hazell Carr, Arise, Ventrica and Capita • In and out bound Sales – Sky TV, Dixons Carphone Warehouse and Team Know How • Customer Service/Complaints – Sky, Cennox, HomeServe, Thames Water, Npower and Capita For the past 9 years I have worked for my own Ltd company and have undertaken some exciting Interim contracts across the UK, mainly at Director /Head Of level. Prior to Interim roles I worked as Head of Operational Change Projects and Customer Service, and before that Director at HomeServe Plc. My earlier career was at Sky TV where I undertook a variety of roles, over 23 years, from Satellite Engineer, Branch/National Manager, Head of Operations and Complaints, with ever greater strategic importance, innovation and responsibility attached.