I joined Irwin Mitchell in April 2016 as head of the Contact Center. I previously worked at a senior level for two of the UK's largest banks and a global outsourcer.
I bring over 15 years of global, operational leadership experience often where teams are spread across multiple sites. I've led award winning teams to use insight to understand and create market leading client experiences.
I'm regularly invited to give talks at customer and colleague seminars. I talk on customer experience best practice and often visit other corporate businesses to understand and share my experience.
I have the pleasure of being responsible for the customer experience on the telephone and live chat channels at Irwin Mitchell. I'm responsible for the client contact departments who are available for our clients 24/7 365 days a year.
Using my experience and sector best practice I develop the strategic road map for contact across the firm. My team have the great opportunity to provide a service to over one million customers every year using the telephone, text, email, web enquiries, social media and live chat.
We only recruit those who care about people and invest heavily in our employees so that they have the capability to help clients quickly and with a great level of empathy.
I also have the pleasure of being responsible for the firms Legal Helpline department which comprises of a fantastic team who can provide legal support 24/7 365 days a year across England, Scotland and Wales.