Martin Wheatley

Experience

• 

  Phs Group

  Aug 2004 - Nov 2015

  Built and drove improvements to the customer journey ensuring all expectations were exceeded. I managed Customer Services, Collections, Contract Retentions and the Legal Department (pre-litigation) – collectively the department was made up of approximately 60 members of staff. • Set Service Level Agreements and Key Performance Indicators E.g. Timed calls, Abandoned Call ratios, quality, and delivery of performance targets. • Personally met with Key Account client base to troubleshoot outstanding contractual issues and mediate agreements.• Set and communicated clear expectations of the appropriate behaviours of individuals through regular and effective coaching.• Proactively looked for opportunities to upsell products and services to enhance the customer experience and increase revenue.• Analysed performance results for service and operational environment; implementing and driving change where necessary in order to achieve required improvements • Compiled information from customers via root cause analysis in order to feedback to the business and consistently improve the standard of customer service. Show less

  • Head of Customer Solutions

    Dec 2011 - Nov 2015

  • Credit Control Manager

    Aug 2004 - Dec 2011
• 

  Southern Water

  Jan 2016 - Apr 2019

  Contact Centre Lead

  Managed the Home Move and Technical Call Centre functions within Southern Water, made up of multi-channel expert advisors and team managers, ensuring all contact and complaints are dealt with according to performance, customer satisfaction, regulatory and compliance targets. • Managed the Home Move and 24/7 technical call centre teams of approx. 90 FTE, including 7 direct management reports.• Worked closely with key business stakeholders to champion a culture of outstanding service through ownership, proactivity and promoting first contact resolution.• Drove initiatives to achieve CSAT and efficiency KPIs with the aim of reducing cost to serve.• Promoted proactive engagement resulting in a 50% reduction of written complaints.• Developed and executed a customer service strategy which served our circa 1 million customers across the south. • Instrumental in overseeing an increase of digital customer portal usage from 7% to 30%.• Proactively identified and solved problems including identifying and championing of continuous improvement initiatives such as Route Cause Analysis, Quality Assurance and CSAT Platform – ‘Rant and Rave’.• Monitored, developed and drove process efficiency while building a highly motivated and engaged team. Show less

• 

  Straumann Group

  May 2019 - Feb 2021

  Head of Customer Services

  Direct end to end processes and management within the Customer Services and First Level Support Team (Digital Technical Support). Offered our customers a seamless service that develops, manufactures and supplies dental implants, instruments, CADCAM prosthetics and biomaterials for use in aesthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.• Instrumental in driving revenue generating growth and retention initiatives.• Managing workflow of all customer contact into UK Subsidiary while working closely and sharing best practice with international offices around globe.• Leadership role in the strategic direction of two teams across the business and creating an efficient and effective customer experience.• Monitoring and Development of all staff through coaching and quality assurance framework.• Adherence to Compliance SOP’s and regulations – in particular, returns, product failures and human tissue licence requirements.• Represent company as an SAP CRM specialist working with other European subsidiaries.• Strategically develop and increase customer E-Shop usage, resulting in an increase of 10 percent.• Continuous Improvement of processes and Engagement throughout. Show less

• 

  First Central

  Apr 2021 - now

  Customer Service Operations Manager

  Drive the delivery of excellent service and experience to our customers through the outsourced partner whilst embedding a culture of efficiency and continuous improvement.Ensure change programmes land effectively with the offline outsourced environment.Design and deploy customer satisfaction and culture programmesDrive Operational performance by correctly planning and forecasting.