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Neil Evans

Neil Evans

Customer Service Representative

Followers of Neil Evans747 followers
location of Neil EvansChelmsford, England, United Kingdom

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  • Timeline

  • About me

    Customer Experience Manager at Essex County Council

  • Education

    • Colchester Institute

      1991 - 1993
      Diploma Business and Finance

  • Experience

    • Royal London

      Jul 1991 - Dec 2000
      Customer Service Representative

      Began as a Youth Trainee, progressed to highest level of advisor dealing with claims and involved with process improvement.

    • Liberata

      Jan 2001 - May 2005
      Team Leader

      Commenced employment as an administrator dealing with administration of life and pensions claims and queries, promoted to team leader managing 10 staff, subject matter expert on process improvement using six sigma methodologies.

    • Essex County Council

      May 2005 - now

      Customer relationship management representing IT Service across the Organisation, Improving the Customer experience and ensuring the voice of the customer is heard. Responsible for partnership development and creating multi partner community hubs across Essex. Responsible for business development and client relationships with internal and external partners. Responsible for day to day operations of a busy front line telephone assessment team with over 50 staff, direct line management of 5 team leaders and 2 qualified staff. Responsible for managing team of 12 customer service agents, led on implementation of new telephony system from User acceptance testing to go live.

      • Customer Experience Manager

        Apr 2019 - now

      • Customer Innovation Consultant

        Apr 2016 - Apr 2019

      • Partnership Development Manager

        Jan 2014 - Apr 2016

      • Sales and Partnership Manager

        Jun 2012 - Jan 2014

      • Operations Manager

        Feb 2008 - Jun 2012

      • Team Leader

        May 2005 - Feb 2008

  • Licenses & Certifications

    • ITIL Foundation

      Jun 2016

    • Business Relationship Management Foundation

      APMG International
      Jul 2020

    • APMG Change Management Practitioner

      APMG International
      Mar 2017

    • APMG Change Management Foundation

      APMG International
      Mar 2017

    • ILM 5 Diploma in Management

      Institute of Leadership & Management (ILM)

  • Honors & Awards

    • Awarded to Neil Evans
      Finalist in National Award Great Britsh Care Award May 2012 As a successful winner of the regional award, I represented Essex County Council in this National Award
    • Awarded to Neil Evans
      Frontline Leader Great East of England Care Awards Oct 2011 Won the Frontline Leader award, please see quote from panel of judges"Neil displayed all the skills expected from an excellent frontline leader. He was clear about the importance of staff within the process of change management and the impact on customer service. He came across as a supportive, inspirational leader often looking for solutions outside the box, with the right people in the right place".See link… Show more Won the Frontline Leader award, please see quote from panel of judges"Neil displayed all the skills expected from an excellent frontline leader. He was clear about the importance of staff within the process of change management and the impact on customer service. He came across as a supportive, inspirational leader often looking for solutions outside the box, with the right people in the right place".See link belowhttp://www.care-awards.co.uk/news-detail.php?page=winners-of-the-great-east-of-england-care-awards-2011-announced Show less