Experience

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  Virgin active

  Jan 2009 - Sept 2010

  Service manager

  Duties included- Managing the service team to deliver day to day service as well as improving service standards- Driving performance targets for customer satisfaction and complaint handling- The day-to-day running one of Virgin Health's largest health clubs and managing all on-site shift staff- Responsible for all complaint handling- Design and implementation of Customer Service improvement initiatives including driving down complaints received and service recovery- Budget management, cash handling and performance management Show less

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  Richmond housing partnership

  Jan 2010 - Jan 2013

  Customer liaison manager

  Managing over 1000 properties and an patch listed in the top 5% of the UK's most deprived areas. I delivered customer service at a high level to individuals as well as coordinating area improvement programs, social inclusion initiatives and design of new and improved services. My work here over 3 years helped to drive Customer Satisfaction rapidly upwards and I received the European Young Service Professional of the year award ahead of candidates from Virgin, First Direct and other high performing private sector companies.- Case Management- Relationship management- Design and implementation of service improvement initiatives- Design and running of Social inclusion programs- Partnership working with police and local authorities Show less

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  Genesis housing group

  Mar 2014 - May 2016

  Customer insight and process improvement manager

  Creation of a Customer Insight strategy and accompanying activity framework that produced actionable insight at all levels of the business to inform strategy, investment and performance management. Role included:- Development and embedding of customer insight strategy- Initial design and on-going improvement of customer surveys- Design and coordination of business wide customer journey mapping- Customer data ownership and stewardship- Data analysis and presentation at all levels.- Ownership of the communication cascade throughout the business at all levels- Workshop / soft-skill training design and delivery- Service improvement strategy design and delivery- Qualitative research workshops including Customer Journey Mapping, Focus Groups and Forums- Procurement and management of third parties- Customer Service coaching and performance management training- Agile project and programme management Show less

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  Interserve

  Mar 2016 - Mar 2018

  Head of customer insight

  Heading up the Customer Insight function for an international FTSE 200 support services business , I am in charge of the design and management of a bespoke customer relationship measurement and action framework that enables the business to make targeted and focused decisions on strategy and investment to drive customer retention and growth. My team are also responsible for the design and management of our real-time customer journey measurement framework used to drive improvement, engagement and customer satisfaction.Responsibilities and achievements• Ownership of both strategic and tactical level voice of customer programs and supporting communication strategies• Responsibility for engaging with senior customer and internal stakeholders • Customer service training design and delivery• Customer journey mapping and aligned process mapping• Design and implementation of an “insight into action” strategy to influence business decision making at a strategic, tactical and operational level• Creation of a bespoke insight hub, allowing our management workforce across to access actionable business insights • Development of bespoke CRM design to deliver highly focused CX and commercial outcomes• Design and management of a bespoke Customer Insight ROI model as well as cyclical assessment Show less

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  Taylor wimpey plc

  Jun 2018 - now

  Customer director