Nikki Maddock

Experience

• 

  Nottingham Evening Post

  Jan 1995 - Jan 2001

  Tele-sales

  Taking inbound calls from private advertisers

• 

  Spirit Group

  Feb 2001 - Aug 2007

  Manager

  Managing a public house, wet and dry stock takes, managing 20 staff, rotas, wages, entertainment, strict money handling, cellar care

• 

  Specsavers

  Dec 2007 - now

  • Lead, manage, coach and develop a team to ensure they provide world-class service to all Customers and Partners;• Lead the operational activity of a specific areas of the Contact Centre including Optics, Audiology and IT• Produce proposals to the Operations Manager that includes new systems, lines of business,• process reviews, tactical and strategic direction.• Manage the communication channels for change and awareness of stakeholders, specialists, team leaders and managers within the Contact Centre for the area.• Ensure a robust process is implemented for reviewing systems and processes to challenge continual improvement for the area of ownership.• Manage individual, team and department performance against all relevant KPIs.• Devising and implementing short-medium term plans in-line with the overall Contact Centre strategy;• Ability to coach individuals effectively to improve capability.• Ability to communicate and influence confidently at all levels.• Ability to successfully manage multiple stakeholders.• create proposals to deploy tactical and strategic solutions that delivers continuous improvement in the area of ownership.• Efficient in managing change.• adopting a continuous improvement mind set• A proven high level of adaptability across all areas of the Specsavers portfolio Show less

  • Optics Team Manager

    Jul 2022 - now

  • Audiology Team Manager

    Jul 2020 - Jan 2024

  • Team Leader

    Dec 2007 - Jul 2020

  • IT Service Desk Manager

    Dec 2007 - Jul 2020