Neil Critcher

Experience

• 

  Royal Bank of Scotland Business

  Dec 2003 - Nov 2014

  • Analysed system data used for Customer surveys to ensure correctly input by staff and if not provide feedback, implementing completion targets transforming the fit for purpose data from 50% to 85%• Department sign off of Treating Customers Fairly regulatory reports, reviewing MI/Commentary collated by various departments ensuring the fair treatment of customers. Challenging information when and where relevant• Department lead in divisional Customer Fairness Steering Group working with peers and senior stakeholders agreeing divisional regulatory reports that require Executive sign off• Produced Departmental Customer Experience/Project Embedding Packs and supporting commentary. Liaised with stakeholders including cross divisionally to collate the MI/Commentary within agreed SLAs. The Pack was used by the department COO and senior stakeholders to highlight the range of work undertaken in the Team and its impact • Impact Assessed Change Requests raised by all divisions and challenge initiators when required Show less • Divisional owner of Customer Satisfaction Surveys, forecasting survey volumes to obtain statistically significant results• Analysis of Voice of Customer feedback, working with senior stakeholders (including cross divisionally) to help prioritise improvement opportunities• Led discussions on Customer Fairness with Compliance & Risk Teams and fed this back to Businesses for their MI/Commentary. Ensuring fairness is correctly assessed and Customer’s impacted as little as possible by processes• Responsible for producing divisional Treating Customers Fairly report for sign off at Executive level• Owned the Staff Climate Scan getting 6000+ responses. Worked with stakeholders for questions, building the survey, providing updates, analysing data, verbatim analysis and providing priorities for improvement to Senior Management Show less • Supported the owner of the processes used in Contact centres. Leading many workstreams with stakeholders to ensure fit for purpose processes were in place to enable them to serve customers in the best way possible• Undertook Process Adherence checks on Contact staff, Complaint Handlers and Team Leaders to ensure mandatory documented processes are followed. Fed back to Centre and Operations Managers• Supported other departments to build Process Diagrams due to my technical knowledge of specific systems and ability to step in and support at short notice• Successfully completed Lean Greenbelt course to help review processes and remove waste Show less

  • Business Support Manager – Customer Experience Team

    Jul 2012 - Nov 2014

  • Business Support Manager - Business Services

    Apr 2008 - Jul 2012

  • Business Support Analyst – Process Management & Documentation

    Dec 2003 - Apr 2008
• 

  Thames Water

  Dec 2014 - Feb 2015

  Customer Assurance Coordinator (Temporary Contract)

  • Telephone based proactive case management of customer issues, specialising in complicated cases• Gatekeeping of customer cases, ensuring they are allocated to case managers• Reviewed the Quality Control checklist to ensure fit for purpose• Worked with technicians and contractors to arrange for them to attend customer issues in a timely manner• Utilised SAP CRM, Click and GIS systems as part of case management processes

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  Huntswood

  Mar 2015 - Jun 2015

  Customer Complaint Handler - PPI

  • Review customer complaints to make informed decisions whether their complaints are upheld or rejected• Liaise with other departments to ensure all relevant documentation is gathered so full assessment can be made• Customer contact made via telephone or letter to gather further information• Wrote resolution letters to customers advising of decisions• Follow strict policy guidelines when decision making

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  FullCircl

  Jul 2015 - now

  Senior Revenue Operations Manager

  • Developed a Customer Success Management Platform in Excel that gathers data from many sources to provide valuable insights to our CSM function. This includes product usage trend data, renewal information, customer comparison analysis versus their industry and many more valuable insights. It also provides CSM results against target visibility and it is the ‘go to’ application for CSM’s for all of their Customer renewal needs• Administrator of the CRM tool (Salesforce) making amendments when required and led the end to end processes review to remove waste using my Lean 6 Sigma Greenbelt experience. I am also the point of referral for CSMs, Sales and Marketing Teams for Salesforce related queries• Introduced a Customer Health Index to give an holistic picture of each Customers ‘health’ by analysing many data points. Indicating the likelihood of a Customer renewal and allow pre-emptive proactive intervention• Built Dashboards in Geckoboard for Customer Renewals, Marketing MI, NPS results and Board Meeting MI to provide insights to Senior Management• Administration of the Net Promoter Score Survey, ensuring Detractors contacted within 48 hours of completing a survey to gather further feedback. Produce monthly company-wide reporting that includes Voice of Customer analysis and Word Clouds• Built a ‘CSM Toolkit’, this is a ‘Home Page’ that has all relevant systems, processes, documents and Customer information for colleagues to access in one place. This is a one-stop-shop for all of their day to day needs• Complete various reports, from Financial results to customer facing reports on a monthly basis, including league tables Show less