Greater Nottingham
A widely experienced, ambitious and creative individual, I have a proven track record at Executive Board level within both large corporate environments and in building businesses from scratch. I consider myself to be a proven business leader specialising in Operations, Change, Sales, Strategy and People Management. I offer experience in designing, building and implementing target operating models alongside offshoring, outsourcing and fundraising expertise. I have experience of leading businesses within regulated environments and operating within mandated frameworks. Delivering brilliant customer experiences and creating cultures that people want to be part of is what gets me out of bed in the morning. I am an excellent communicator with drive, enthusiasm and confidence. Highly organised and with strong problem-solving skills. I thrive in a team environment, collaborating with and learning from those around me. I also make a mean omelette.
Co-leading a Start-Up with big ambitions to bring new thinking to the UK energy market. Small, Smart, Agile and Obsessed with delivering exceptional customer experiences. Why be the same as everyone else? In the evenings I continue to moon-light as a Dad however this role does not generate an income.
During the day I work with an amazing team of people on a mission to build the UK's best customer experience. We are focussed on creating a brilliant omni-channel sales and service proposition for our domestic insurance customers. We work in partnership with some of the UK's biggest and best companies including John Lewis, Tesco, Marks & Spencer and HRG. By night I am Head of Bedtime Stories, Director of Piano Practise and CEO of Homework (incl. maths and spelling mock tests).
Responsible for leading the operational functions that supported a 1000-strong branch network spread across the UK. These specific functions included Back-Office Processing Centres, Call Centre, Business Change Programme, Strategic Development, Customer Experience, MI, Regulatory & Compliance and Training & Development.
I was given a once-in-a-lifetime opportunity to develop a brand new customer service operation for the forth coming era of smart metering within the UK energy industry. I was tasked with creating a new generation customer service team that would provide best in class support to customers that had smart metering installed within their homes and businesses. From re-engineering of processes through to cultural development within the centre itself we set about creating a new operation that people wanted to be a part of. A centre based on the ideas of everyone involved and an operation that genuinely put the customer at the heart of everything that it did. It was a blast and i loved every minute.