Scott Cullen

Experience

• 

  Randstad UK

  Sept 2004 - Feb 2006

  Account Manager

  Achievements• Developed first In- house contact centre recruitment division in the UK for Randstad• Surpassed the Service Level Agreement for In- house client by increasing retention and reducing turnover and therefore reducing costs• Developed strong working relationship with local government initiative that helped long term unemployed and vulnerable young people back to work to access previously untapped resourcesRole• Sourcing, competency based interview and testing of all potential candidates for large financial call centre (Certegy)• Single point of contact for Certegy’s Human Resource department, Contact Centre managers and Randstad managers for all issues involving up to 85 flex workers successfully juggling needs of the Certegy, Randstad and flex workers• Completed all necessary eligibility checks on employees• Day to day administration duties including payroll, filing, telephone work and report handling• Developed rapport with Certegy departments at all levels in order to maintain working relationship and develop potential leads • Participated in weekly KPI meetings with Human Resource department, and Six- weekly appraisal meetings with Directors• Maintained financial and turnover spreadsheets to produce graphical evidence for both Randstad and Certegy • Planned regular recruitment open days in order to maintain staffing levels and develop a pool of available candidates• Regular sales visits to industrial and commercial companies to secure new business and increase share in existing clients• Regular use of Microsoft Word, Excel, Outlook, internet packages and AS400 Show less

• 

  Thomson Airways

  Feb 2006 - Jun 2007

  Cabin Crew

  • Operate both Short haul and Long haul routes on Boeing 737, 757 and 767 aircraft• Participate with pre- flight safety and service briefings• Complete safety equipment checks and safety demonstration• Assist with galley preparation

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  Virgin Atlantic Airways

  Jun 2007 - Jun 2015

  Cabin Service Supervisor

  Achievements• Selected to operate Charter flights for corporate, government and celebrity clients based on my excellent work record and performance scoresRole• Manage a diverse and fluid workforce, I use the opportunities this presents to develop an atmosphere of fairness and equality. I build upon this to gain commitment from my team to the company and customers, and actively develop my workforce to deliver effective and focussed customer service• Consistently balancing needs of customers on board against the needs of the business and colleagues by creatively using all available tools• Actively promote the brand in order to differentiate the offerings of the airline against those of competitors so as to retain business and create new opportunities• In conflict resolution between team members, or the customer and company, I act as facilitator in finding a positive outcome. Continually balance the views of others but remain focussed, calm and objective• Provide feedback and coaching to my team (both formal written and informal “in the moment”) in order to facilitate their own development. Encourage the flow of ideas and experience across the board in order to deliver a focussed and driven customer experience• In extraordinary situations, I ensure that conditions are created that ensure my workforce are performing at their best, and I provide clear and decisive leadership in order to resolve complex and often fluid situations Show less

• 

  CU Coventry

  Jul 2015 - Nov 2021

  • Successful rollout of Corrective Action Report used to identify changes required to enhance customer experience. Support provided to internal departments to understand process and guide changes throughout the business• Development and implementation of new Enquiry Log software for the Customer Service Desk to create a centralised system of recording and reporting to allow for detailed trend analysis and improved customer experience• As part of project team delivered successful Clearing event for CU Coventry/ CU Scarborough. Using lessons learned implemented enhancements in training and service process to improve both customer and staff experience• Manage and motivate a team of 5 Customer Service and Experience Officers and 1 Customer Service Assistant Manager to ensure a high level of customer service is delivered at all times and all KPIs are met including line and task management, 1 to 1s and personal development• Manage all operational and resource requirements for the Customer Service Desk to enable a continuous delivery of a "One Stop Shop" service • Act as a referral point for escalations of complex customer queries to provide resolutions within agreed operational timescales liaising with internal departments at all levels when required• Successfully developed and implemented an internal audit system for Customer Service Desk processes to identify non- compliance and barriers to achieving 100% compliance and successfully implement process change• Managed a team of up to 20 in the annual Clearing event providing support, training and guarantee information flows maintained to ensure student recruitment figures met and service levels exceeded• Extract critical information and produce reports and analysis from customer service enquiry logs to identify areas for continual improvement, training requirements and service failures• Successfully retained and improved upon Customer Service Excellence accreditation gaining 9 Compliant Plus ratings Show less

  • Business Change and Project Manager

    Jul 2017 - Nov 2021

  • Customer Service and Experience Operations Manager

    Aug 2016 - Jul 2017

  • Customer Service Assistant Manager

    Jul 2015 - Aug 2016
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  NFU Mutual

  Nov 2021 - now

  • Claims Technical Project Manager

    May 2023 - now

  • Claims Project Manager

    Nov 2021 - Apr 2023