Nigel Williams

Experience

• 

  Self Employed

  Jan 1979 - Nov 2005

  Constuction and FM Professional

  Recent achievements have been underpinned by an entrepreneurial background of 20 years’ ownership of a service based business

• 

  Babcock International Group

  Nov 2005 - May 2017

  Head of Customer Contact BABCOCK INTERNATIONAL GROUP February 2015- PresentReporting to the Divisional Board and leading a cross divisional change programme to ensure VFM solutions are rolled out across the wider Group business.• Mobilisation of a new Omni-channel facility in strategic Bristol location to ensure Babcock’s future customer contact offering is fit for purpose• Full financial responsibility for function• Roll out of new channels and telephony upgrade across the group• Recruitment and training of a new customer services team, whilst ensuring existing knowledge is retained via the provision of relocation packages etc.• Leading a major change programme within a phased approach to ensure change is delivered with minimal risk to the existing client portfolio whilst ensuring the introduction of future technology remains on track Show less Head of Customer Contact Babcock International GroupCurrently managing a transformation programme to provide a word class Contact Centre Offering for Internal and External Babcock clientsTechnical Services Centre Manager2004 – July 2015BABCOCK TECHNICAL SERVICESPlayed a key role driving business unit growth by 800% in five years and championing continuous improvementsSet, implemented and monitored budgets of £1-2m.Proactively identified improvements to productivity and quality while ensuring staff achieve / exceed targets.Reduced staff attrition through effective motivation, engagement and performance management.Demonstrated a positive response to pressure in a fast-paced working environment.Played a key role in the recruitment, retention and development of staff.Actively championed and promoted continuous improvement initiatives and major change programmes.Led or contributed to business profitability through the effective and timely delivery of projects Show less

  • Head of Customer Contact

    Feb 2015 - May 2017

  • Technical Services Centre Manager

    Nov 2005 - Feb 2015
• 

  CXIntel LTD

  May 2017 - Jul 2017

  Senior Consultant & Director ( Company Dormant)

  As an experienced manager in Customer Services, I am able to demonstrate complex multi-channel contact centre experience at a senior level and have a track record in leading and transforming functions in various environments.As a senior manager working within your business I will embrace responsibilities whilst driving strategy and change to shape your customers journey for you and your business and constantly drive improvements and efficiency's across your multi-channel platform whilst working to defined cost and time frameworks.Key areas of operation include• Managing through managers• Bid & proposal development• Team leadership and development• Strategic change management• UK and German employment law expertise• Contact Centre Operational experience• Full P&L Responsibility• Set up & Consolidation experience• Customer Journey Mapping • Stakeholder engagement and management • Change and Project management• Significant Recruitment / HR management• Revenue creation and retention• Policy and process Control/Development• Telephony, work force management, multi-channel & CRM systems/ Set Up• Creating high levels of advocacy within teams whilst remaining a team player.• Brand launch/ Building Show less

• 

  Booking.com

  Jul 2017 - Dec 2021

  Customer Service Manager

  Managing and driving engagement in multicultural teams to deliver world-class customer service in over 30 languages globally.I am an experienced and effective Senior Customer Service professional, experienced in delivering complex customer journey solutions across multi-site operations whilst managing multiple stakeholders.I like to maintain an open and approachable presence within all areas of responsibility and build trust within high performing teams.I engage in roles that allow me to build on my past experience, whilst enjoying new and fresh challenges. Show less

• 

  VINCI Facilities

  Dec 2021 - now

  Customer Support Manager

  Set up and operation of facilities support centre for UK MoD Built estate