Nick Willits

Experience

• 

  NCFE

  Mar 2005 - Oct 2017

  Responsibility for all inbound email, phone and webchat service, reporting to the Head of Customer Support.Responsibility for managing 5 line managers, overall responsibility for 35 1st line service agents.Responsibility for delivery of projects in conjunction with cross-team groups. Interim secondment to the Head of Department for Customer Service for NCFE, a Top 50 for Customer Service accredited company.Responsibility for 35 FTE contact centre managing inbound service across phone, email and webchat channels for the highly regarded NCFE and CACHE qualification brands.Responsibility for leading and participation in cross-business projects to improve customer service and efficiency. Responsibility for managing a team of 8-10 1st line support agents.

  • Service Delivery Manager

    Oct 2013 - Oct 2017

  • Head Of Customer Service (interim)

    Dec 2016 - Mar 2017

  • Centre Support Team Leader

    Mar 2005 - Oct 2013
• 

  Care Quality Commission

  Apr 2018 - Mar 2024

  • Business Change Manager

    Jan 2022 - Mar 2024

  • Change Manager

    Apr 2018 - Jan 2022
• 

  NHS Business Services Authority

  Apr 2024 - now

  Change Manager