Paul Allen

Experience

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  Certegy UK (BPO)

  Jan 2000 - Jan 2005

  Customer Service Operations Manager

  Outsourced credit card & banking services to blue chip financial institutions. Large high street retailers. Running of large SSC operations for FS clients. Leading and developing customer service and credit data processing teams. Accountable for client relationship and service performance SLA's / KPI's contained within the service contract. Full responsibility for end to end operations from planning, recruitment, training, systems, operations and client relationship / KPI meetings. BPO bid process RFI and RFP. Show less

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  HomeServe

  Jan 2005 - Jan 2015

  Senior Customer Retention Manager - Customer Retention

  - Oversaw customer service and retention operations for HomeServe, managing approximately 200 full-time employees (FTE).- Accountable for delivering the business strategy for customer retention and sales, ensuring alignment with company goals.- Developed and maintained key relationships with various departments including marketing, compliance, audit, WFP, IT, third-party suppliers, and business development colleagues.- Led key commercial and business performance projects, driving initiatives to improve customer retention, sales, training delivery and overall business performance.- Maintained a high level of engagement with colleagues, fostering a positive and productive work environment.- Achieved key performance indicators (KPIs) related to customer service, retention, budget, and revenue results.- Ensure compliance with FCA (Financial Conduct Authority) regulations, maintaining a strong focus on regulatory compliance and internal audit within the customer service and retention operations.- Monitored and improved employee satisfaction results, implementing strategies to enhance overall employee development creating a great experience.- Collaborated with cross-functional teams to drive customer-centric initiatives and improve overall customer satisfaction. Show less

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  Housing 21

  Dec 2015 - Nov 2016

  Operations Project Manager

  Implementing operational improvement to transform Housing 21 contact centre to a national centre thereby improving communication, KPI's/SLA, colleagues coaching method, recruitment and training, IT/CRM performance, consistency of action, cost and ultimately customer care. Achieved CQC standards in the provision of support.

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  Hastings Direct

  Nov 2016 - Jul 2019

  Senior Contact Centre Manager

  Hastings Direct (HD) was a fast past, agile, data and digitally focused general insurance provider. Heading up HD Customer Retention operation leading in digital change to optimise the customer digital adoption within their renewals cycle.- Successfully led digital change initiatives to optimise the customer renewal cycle, service, and sales through encouraging customer digital adoption.- Provided inspiring leadership to enable team members to deliver a "simple and straightforward" customer-focused business.- Led a team of approximately 225 colleagues as the operations leader, responsible for car, van, and home insurance renewals. - Implemented digital adoption strategies to improve the customer experience, retention, and sales performance.- Led key projects, including voice of customer and voice of employee initiatives using Rant and Rave Capture software, GDPR compliance, VIP programs, and NBA (Next Best Action) strategies.- Developed a talent pool and mentoring culture within the organisation.- Actioned the HD digital-first strategy, providing coaching to colleagues on the business, customer, and colleague benefits.- Worked closely with suppliers to maintain strong relationships and ensure the delivery of core services.- Provided leadership, inspiration, and project tactics during the cross-over and roll-out of a new customer insurance platform.- Successfully navigated a business transformation project to optimise customer and colleague operations performance. Show less

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  PAC Global Services Ltd

  Jul 2019 - Dec 2021

  Business Owner

  Professional Summary:Experienced professional with a focus on assisting UK businesses in optimising their domestic and international parcel courier operations. Skilled in providing logistics support and leveraging state-of-the-art shipping platforms to streamline service delivery. Collaborates with SMEs to achieve cost and time savings while working with renowned carriers, including UPS, FedEx, DHL, and TNT, to secure competitive business courier rates. Adept at catering to low-volume businesses and delivering exceptional results. Show less

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  HS2 (High Speed Two) Ltd

  Mar 2022 - now

  Senior Public Response Manager

  HS2, the UK's largest transportation infrastructure project, with responsibility for leading and developing the HS2 national contact centre. The contact centre is designed to provide a professional service to stakeholders who have any inquiries, complaints, or require information about the project's line of route.The HS2 national contact centre operates through multiple channels, ensuring accessibility and convenience for stakeholders. These channels include phone calls, emails, online chat, and social media platforms. The centre operates round the clock, 24 hours a day, 7 days a week, and 365 days a year, ensuring that stakeholders can reach out for assistance at any time.The primary objective of the HS2 national contact centre is to address the concerns and queries of stakeholders promptly and efficiently. Whether it is providing information about the project's progress, addressing complaints, or resolving any issues related to the line of route, the contact centre aims to deliver a high-quality service.By offering a multi-channel approach and operating continuously, the HS2 national contact centre ensures that stakeholders have a reliable and accessible platform to engage with the project. This commitment to providing a professional service contributes to the overall success and positive reputation of the HS2 transportation infrastructure project. Show less