James McKenzie

Experience

• 

  Slaters

  Sept 2009 - Jan 2015

  Supervisor

  [Not continuous service] Responsible for overseeing a team of sales men and women, as well as the operational elements such as tailoring, stock ordering and other administrative tasks. Taking the lead in exemplary customer service and sales figures. Whilst in post several proposals I put forward resulted in a sharp increase in sales. • Resolving 100% of escalated issues, ensuring they stopped with me • Increased sales of add ons by 10% after successfully analysing store data • Received the Best Customer Service Award for the year in 2012 and 2014 • Received the Top Sales Award for the year in 2012 and 2014 Show less

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  Disney Cruise Line

  Jul 2013 - Nov 2013

  Youth Activities Counsellor

  • Part of small team of 5 responsible for ensuring the 14-17 years olds had a varied and exciting calendar • Received more ‘Excellent’ responses to the customer survey than any other team members• Successfully managed the stock within budget for every cruise • Created a successful expedition package that generated income for the business

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  The Independent Parliamentary Standards Authority (IPSA)

  Jan 2015 - Nov 2018

  Responsible for proactively managing a dynamic team of Account Managers and policy experts. Resolving complex complaints and escalated issues in a call centre set up whist ensuring exemplary customer service in a heavily regulated environment. Promoting a culture of continuous improvement with a process focused mind-set. Influencing senior and external stakeholders on a daily basis in an effective and professional manner. Oversaw a large team of colleagues during an intense period of the General Election. Feeding in to key decisions at the most senior levels of the organisation. • Trained, coached, motivated and (where necessary) performance managed a large team with an emphasis on customer service• Prevented repetition of numerous issues with a comprehensive lessons learnt process and culture of continuous improvement • Carried out gap analysis to identify training requirements of the team to continue its development through detailed quality assurance work• Reported on KPIs, ongoing issues and things of interest to the Head of Operations• Liaised with various government departments, agencies, MPs and political party representatives on a daily basis• Built and maintained positive relationships with internal and external stakeholders of all levels, holding them to account where necessary with great communication techniques• Drove efficiency and maintained value for money with well thought out, evidence based policies • Oversaw a successful structural change within the department Show less Single-handedly managed a geographical region of 160 MPs. Building positive relationships with each and every MP. Lead on difficult and challenging conversations, not always taking the easy route, but the right one. Leading on the important work stream of debt, in a matrix management system. Highly organised, ensuring all deadlines were met during a busy and conflicting work schedule. • Achieved 100% compliance amongst within my region of responsibility • Trained all new MPs staff and MPs, accomplishing a self-service relationship in all cases • Reduced MPs debts from £1.2m to under £50k in 6 months • Became a self-sufficient member of the team, learning the complex systems and policies, within 4 weeks• Provided excellent customer service with every interaction Show less

  • Operations Manager

    Feb 2017 - Nov 2018

  • MP Account Manager

    Jan 2015 - Feb 2017
• 

  LV=

  Jun 2019 - May 2020

  Customer Service Team Manager

  Responsible for motivating and managing a team of 20 colleagues, with a large focus on customer service, making every penny count and continuous improvement in every aspect of the business. Ensuring governance, resourcing and budgets are managed responsibly. My ability to build rapport with others across the business as well as internal and external stakeholders has allowed me to quickly get the right people around the table to make swift decisions. Ensuring that everything I do is customer centric with their best interests at heart.• Up skilled my team which saw an efficiency increase of 50% and all key person dependencies removed in 6 months• Received 100% positive feedback in the annual engage survey on questions regarding my management• Achieved a ‘green’ status on internal audit for all of my governance and control measures • Removed a total of 30 days from several customer processes, improving the customers journey significantly• Saved the business several thousands of pounds by removing waste from several processes • Ensuring the business manages, resolves, learns and prevents reoccurrence of 100% of complaints and risk events • Identify key stakeholders and build professional relationships with them Show less

• 

  Appello UK

  Jun 2020 - Feb 2022

  Customer Service Team Leader

  Responsible for 5 teams and c.30 colleagues across the entire Customer Service function, with both direct reports and direct line management of some teams. These teams include Complaints, Support Services, Sales, Referrals, Device Management and Outbound Calls with the customer experience and the achievement of KPIs at the heart of everything we do. Accountable for vital forward thinking work streams integral to the success of the business requiring high levels of organisation, collaboration with a variety of areas within the company and high level strategic decision making. In a culture of continuous improvement in a multi channel Customer centric environment, working at a fast pace to deliver efficiencies via various technology, coaching and process improvement. Aligning to company strategy and taking data driven, high level decisions to help support senior stakeholders and customers alike. Show less

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  Hampshire County Council

  Feb 2022 - now

  Complaints Manager for Adults' Health and Care & Children's Services (Shared Services) Managed the Complaint and Payment services within Hampshire Council Councils Children's Services Directorate. Managed services within Hampshire County Councils Children's Services Directorate, specifically within Information Governance and Business Support. This included Complaints, Data Protection, Subject Access Requests and Freedom of Information Requests.Deputised for the Head of Service. Customer Relations and Complaints Manager for Hampshire County Council's and Isle of Wight Council's Children's Services

  • Complaints Manager

    Feb 2025 - now

  • Complaints and Payments Manager

    Aug 2024 - Feb 2025

  • Deputy Head of Service IGBS (Information Governance and Business Support) & Complaints Manager

    Oct 2022 - Aug 2024

  • Customer Relations and Complaints Manager - Children's Services

    Feb 2022 - Oct 2022