James Dodson

Experience

• 

  EMIS Health

  Jun 2004 - Apr 2019

  Responsible for the management of the Support Divisions resource levels and throughput of work, ensuring key KPI’s are met to meet contractual obligations while maintaining a high level of service to our customers. Playing a key role in the recruitment and induction process to bring in the right staff with customer excellence at the forefront. Working with the Service Desk manager to ensure KPI’s are met from a team manager, senior and analyst level and that customer excellence is maintained through all customer interactions. Meeting regularly with key stakeholders to highlight any process changes that may be needed and report on daily, weekly and monthly stats. Show less

  • Resource Manager

    Jan 2016 - Apr 2019

  • Team Manager

    Jan 2007 - Jan 2016

  • Various Roles

    Jun 2004 - Jan 2007
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  Arcadia Group Ltd

  May 2019 - May 2020

  Estates Team Manager

  Responsible for the team management of the Estate team, ensuring call tickets are responded to in a timely manner and within the SLA’s defined. Looking to continuously improve the teams working methods to provide a better customer service and streamline any processes we have in place to make working methods more efficient. This has included implementing a new Gold Stock system which was not in previously so we have the right amount of equipment in place for our DC users as well as our wider Office based users. Creating daily, weekly and monthly KPI’s for the team to follow to improve overall resolution times and customer satisfaction. Show less

• 

  University of Leeds

  Oct 2021 - now

  Demand and Capacity analyst