Bri***ick

Ops Management, Cost Reduction Management, Team Leadership, Cost Reduction

Director of Customer Transformation at Gigaclear

• Location: Abingdon-On-Thames, England, United Kingdom
• Duration: 2024-08 to Present
• Description: Transformation of the end to end customer experience from network build focus to ‘customer ease’ strategy Promotion of customer growth through service excellence and service as a product, introduction of new revenue streams and cost saving initiatives Strategic development of customer service and experience to become industry leading

Director Customer Success Digital Transformation at Thames Water

• Location: Reading Thames Valley, London City & Home Counties
• Duration: 2023-01 to 2023-12
• Description: • Led Digital Transformation IT Operations Help Desk services to enhance experiences and reduce operational costs for 8,000 colleagues and service partners. • Developed self-serve channels and implemented process automation to streamline operations and increase collaboration. • Devised and successfully implemented a new target operating model for Support Services, resulting in improved NPS by 15 points and increased First Time Fix Rates by 10%.

Customer Operations Director at Volkswagen Financial Services Ltd

• Location: Milton Keynes
• Duration: 2020-03 to 2022-12
• Description: Leadership of customer facing teams including New Business Application Processing, Underwriting, Customer Services, Customer Complaints and Collections & Recoveries with support teams of QA, Training, Operational Compliance, Small Change and Resource Planning through the COVID pandemic. This included the recovery and significant turnaround of services post lock down periods with regulatory oversight, 1M customers Transformed customer operations teams to become highly participative and engaged, developing colleagues to support transformation and digital change (increased use of SMS in Collections and Recoveries, Machine Learning in Underwriting, RPA in back office processing are some examples) Restructured the department to become more customer centric for good customer outcomes, requiring colleague behavioural change and cultural modification Reduced operating costs and improved customer NPS, along with record breaking sales Financial Conduct Authority SMF-18 regime responsibilities

Customer Sales & Service Operations Director at Miele Company Ltd

• Location: Oxfordshire
• Duration: 2014-09 to 2020-03
• Description: Member of the UK Board of Directors and World-wide Group Best Practice for After Sales Operations Developed customer operating strategy to deliver significant improvements in customer service operations, customer facing channels and revenue that enhanced company profitability year on year. Improved customer satisfaction and NPS that was recognised through industry awards in both B2B and B2C markets Sustainable colleague satisfaction and engagement by creating an open and honest working environment and a genuine open door policy Leadership of 250+ FTEs including field based unionised engineers along side office based support colleagues, to inspire them to deliver a premium service from customer 'help' contact to job completion - the role included high levels of collaboration with spare parts logistics teams Full P&L responsibility with contribution to sales targets through telephone and field channels, becoming second highest revenue channel generator in the UK during my tenure Client facing responsibility for third party service partners and sales partner interfaces, working collaboratively to achieve company objectives and ambitions in consumer and B2B channels Introduced sales through service activities to drive customer value, advocacy and loyalty I delivered a series of transformation projects as part of a worldwide strategy for change along side operational excellence initiatives whilst continuing to exceed customer and company targets and standards for clients, customers and consumers

Head of Customer Services & Customer Experience at Volkswagen Financial Services

• Location: Milton Keynes, United Kingdom
• Duration: 2012-04 to 2014-08
• Description: Took over leadership of a multi-channel contact centre, back office processing and complaints functions from a period of rapid business growth and exceptionally poor customer experience. Lead a programme of transformation activities within the business as usual environment to improve all things customer. Transformation encapsulating culture, mindset and process change to drive a higher and more improved colleague performance along with a higher customer satisfaction using technology to leverage increased performance (IVR, SMS, Telephony and CRM for example) Introduced customer satisfaction surveys both in the moment and post event - improving NPS and propensity to refinance to extend the customer life cycle and loyalty Instigated and implemented outsource partners to improve customer service experiences