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Work Background
EverythingManaged GroupChief Operating Officer
Feb. 2023Newcastle upon Tyne, England, United Kingdom
EverythingManaged GroupCustomer Service Director
Nov. 2021 - Feb. 2023Newcastle upon Tyne, England, United Kingdom
CentrepointVolunter
Sep. 2018 - Apr. 2022I volunteer for Centre point as a freelance consultant, helping the senior management team with strategic planning, team building, management frameworks, prioritising workloads and giving general advice. I mentor senior leader within the organisation.
TotalHead of Strategic Transformation
Apr. 2016 - Oct. 2021London, England, United KingdomThe role I play within TGP is a unique one, Shape and leading a strategic transformation programmes, spanning the SME organisation, across people, process and technology The key themes I work on are expanding our growth capabilities through new routes to market, enhancing our digital presence, whilst ensuring the experience we deliver to our Brokers and Customer in Best in Class!
Formica Group EuropeEuropean Customer Service Director
Mar. 2014 - Feb. 2016newcastle upon tyne area, united kingdomMember of “The European Leadership Team”. As a team we are responsible for the overall running and decision making for the business, setting the strategic direction and business objectives. Both operationally and strategically lead a large customer service team delivering service and products to an array of customers, suppliers, distributors, contractors and architects across Europe. Supporting all design needs through our surface solutions. Monitoring operational performance and SLAs, taking action proactively to reduce shortfalls Delivering business and personal objectives that improve operational efficiency, reduce costs and improve profitability.• The internal “voice of the customer” ensuring the experience we deliver is consistent with the brand reputation. Spending the majority of my time out with customers understanding their real business needs, ensuring our service supports their growth plans.
HuntsmanGlobal Customer Service Manager
Oct. 2010 - Mar. 2014WynyardResponsible for the overall experience delivered to the customer base. Managing the day to day global operation consisting of multi-lingual Customer Account Administrators and Service Representatives, Team Leaders and Business Process Owners. Delivering service and products in-line with regional specific forecast. Support contract negotiations to secure business within the Eco-Products division.
Coats CraftsHead of UK Customer Service
Jan. 2008 - Dec. 2010Darlington, United KingdomIn charge of daily operations for customer service, sales, and consumer functions across multiple sites. Accountable for departmental budget and P&L across large strategic accounts. Establish and manage KPIs. Identify customer trends and provide support and direction to Team Managers. Drive overall performance of Customer Service area to meet KPIs. Ensure product logistical movement between warehouse and customers to meet SLA agreements. Maintain solid working relationship with suppliers and carriers. Maintain personal contact with large national accounts such as John Lewis, Dunelm and Hobbycraft.
CitiSales Operations Manager
Apr. 2003 - Dec. 2007Sunderland, United KingdomAccountable for directing daily operations of Central Lending Sales departments inbound and outbound loan department with loan turnover of £60M - £70M and FTE 300 telesales staff, including Team Managers. Establish targets, analysis run rates and agree drive calendar supported by pricing matrix and lending criteria. Collaborated with the FSA in the monitoring and meeting of insurance regulations and requirements for selling over the telephone for personal loans. Interpreted and analysed management information reports regarding trends and statistical data
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