- Melton Mowbray, GB
- £7 /hr
- Available now
Andrew is an energetic and innovative manager with over ten years’ experience gained in the financial services, general insurance and premiership football industries. Andrew hasmore...Andrew is an energetic and innovative manager with over ten years’ experience gained in the financial services, general insurance and premiership football industries. Andrew has a detailed knowledge of contact centre operations, specialising in contact centre improvement strategies and has impressive portfolio of successful case studies where he has transformed contact centres through the implementation of new technologies and contact centre excellence methodology.
Andrew has recently moved into an exciting role away from the front line of contact centre operations and is working in business development role utilising his customer experience background to develop and enhance external relationships in new and existing business sectors.
Business development, contact centre management, development of management teams, sales & marketing, management consulting, IVR, CCM, ACD & dialler management.
Area Covered: Manchester, United Kingdom
Job Title: Business Relationship Manager
Description: Business Relationship Manager for the UK’s leading provider of tax, accountancy and professional services for freelancers, contractors and locums. I specialising in the employment solutions within the healthcare industry and I am currently working with the UK’s primary medical institutions and associates to develop and enhance our products and services whilst identifying new and existing channels of business.
I am delighted to be working with some of the most respected recruitment agencies in the industry; I am currently working on a number of projects to assist agencies with their growth and candidate satisfaction objectives.
If you are a recruitment agency working in the freelancer, contractor or locum markets I would welcome the opportunity to connect with you to discuss the opportunity in more detail.
Job Title: Customer Experience Manager
Description: Operational accountability for the New Business and Customer Service Departments; responsible for the leadership, motivation & direction of the New Business Department, ensuring that new business acquisition is in line with agreed business growth targets. Management of the Customer Service and Customer Relations functions; driving the improvement of the customer experience to ensure that customer retention and customer satisfaction targets are exceeded. Administration of Contact Centre infrastructure, including a Rostrvm Dialler, Mitel ACD & Automated IVR system.
Job Title: Contact Centre Operations Manager
Company: Manchester United
Description: Re-engineered & centralised the clubs Contact Centre function that supported Ticketing & Membership Sales & Service, Corporate Hospitality, Non-Match Day Events, Museum & Tour Centre & MU Credit Card Sales. Implemented a new Solidus e-Care CCM system, built an IVR interface to replace the 33 inbound numbers with a single number contact strategy with automated 24/7 IVR functionality handling up to 40k+ calls per day. Dramatically increased efficiency, productivity & profitability of the Contact Centre through the development and restructure of Contact Centre teams, including revised remuneration packages, personal development & training programmes and KPI’s to support the delivery of the Contact Centre improvement programme.
Job Title: Customer Service Manager
Description: Management of the Customer Service & Claims Departments that was responsible for servicing of accidental damage policies underwritten by AIG and sold through a network of independent & multi-site furniture retailers including CSL and DFS. Originally Multimaster Ltd, it was acquired by Homeserve & was relocated to Somerset where I was then employed on an interim basis to manage the Relocation Project.
Job Title: Claims Team Leader
Description: Most recently at esure my role was Claims Team Leader, where I managed the Notification Team who were responsible for taking notification of Personal Motor & Injury claims, the team were targeted on converting opportunities to their panel of approved repairers, solicitors and credit hire companies. Conversion targets and service levels were consistently achieved or exceeded throughout my tenure. Additionally I managed Claims Academy Training teams from recruitment stage through to going live in the Contact Centre. Previously I also had roles in the Recovery, Accidental Damage and Bordereau & Finance Teams where I gained a broad knowledge in the General Insurance Industry and completed a Cert CII qualification.
Degree: Post Graduate
Field of Study: CCM
University / College: University of Central Lancashire
Business Relationship Manager