Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Catherine Glencross

West Yorkshire

Summary

Highly motivational and empathetic Customer Service Leader, with 25+ years' experience in developing and implementing customer service strategies, consistently delivering exceptional service experiences across multiple channels. Committed to driving business growth and customer loyalty, by instilling a positive team culture supported by innovative solutions, as evidenced by increasing NPS scores by 60% and reducing customer complaints by 70%

Overview

28
28
years of professional experience
12
12
years of post-secondary education

Work History

Head of Customer Service

JLA Group
Ripponden, West Yorkshire
11.2018 - Current
  • Leader of Customer Service and Operational Teams with 8 Direct Reports and 120 FTE
  • Acting Customer Service Director for 18 months to cover maternity leave.
  • Reduced Customer Complaints by 70% through creation of new Customer Care specialist team
  • Increased Trust Pilot Score by over 300%, by eliminating customer pain points
  • Exceeded NPS target by 27%, through review of end to end customer transactional journey and identifying opportunities to improve
  • Increased Engineer Response time by 9%, through re-alignment of geographic regions
  • Improved GM through increase of CAFs (Customer Assisted Fix) by 250% with an annual cost saving of c£1.5m
  • Improved GM through 50% reduction in engineer booking errors with an annual cost saving of c£90k
  • Increased contact quality scores by 10%, through enhanced skills training
  • Achieved Customer Churn target of 3.4% and on track to exceed for current FY
  • Company leading employee engagement score of 4.3/5
  • Reduced FTE requirements by 23% through operational efficiencies, supported by Omni-Channel implementation
  • Other roles at JLA: National Planning & Dispatch Manager, Customer Contact Manager, Head of Customer Care


Resource and Planning Operations Manager

EON UK
Bolton, Lancashire
06.2006 - 11.2018
  • Directed workforce planning for 5500 employees across 12 locations with multi-million pound budget
  • Designed and deployed mid-term planning framework improving workforce alignment and minimising overtime costs
  • Developed team skills in volatility and forecasting methods
  • Engaged with stakeholders to align working patterns with customer demand and colleague wellbeing
  • Implemented 'Risk and Reward' system to decrease outsourcing costs by up to 10% each month
  • Managed outsourcing tender process, ensuring cost-effective and high-performing provider selection
  • Secured funding to deliver technical skills training for planning analysts, boosting morale and team performance
  • Achieved £1.5m savings yearly through strategic site closures and outsourcing recommendations
  • Other roles at E.ON UK: Capacity Planning Manager, Forecasting & Scheduling Manager


Resource Planning Manager

Countrywide Property Lawyers
Manchester, Greater Manchester
06.2003 - 06.2006
  • Developed resource planning strategy scaling contact centre from 0 to 200 FTE in 24 months
  • Oversaw resource planning tasks covering forecasting, intraday management and telephony systems

Resource planning analyst

Bernstein Group PLC
Bolton, Lancashire
07.1997 - 06.2003
  • Established resource planning function and rolled out WFM system in contact centre
  • Executed resource planning tasks, including capacity planning, forecasting, intraday, MI and telephony management

Education

Bachelor of Science - Customer Contact Planning and Management

Ulster University
Coleraine
09.2014 - 11.2018

A-Levels - Theatre Studies, English Literature, Sociology

St. John Rigby RC 6th Form
Orrell, Wigan
09.1993 - 06.1995

GCSEs -

St. Joseph's RC High School
Horwich, Bolton
09.1987 - 06.1993

Skills

  • Conflict mediation
  • Multi-Channel communication
  • Customer retention
  • Resource optimisation
  • Customer engagement
  • Customer service excellence
  • Motivational leadership
  • Project Management
  • Resilience under pressure
  • KPIs setting and tracking
  • Customer service orientation
  • Complaint handling and resolution
  • Proactive initiative
  • Client management
  • Process optimisation
  • Data analysis
  • Decision making
  • Performance monitoring
  • Relationship-building
  • Cross functional collaboration
  • Business acumen
  • Crisis management

Affiliations

  • I am the vocalist and keyboard player in a band and currently writing our third album.

References

References available upon request.

Timeline

Head of Customer Service

JLA Group
11.2018 - Current

Bachelor of Science - Customer Contact Planning and Management

Ulster University
09.2014 - 11.2018

Resource and Planning Operations Manager

EON UK
06.2006 - 11.2018

Resource Planning Manager

Countrywide Property Lawyers
06.2003 - 06.2006

Resource planning analyst

Bernstein Group PLC
07.1997 - 06.2003

A-Levels - Theatre Studies, English Literature, Sociology

St. John Rigby RC 6th Form
09.1993 - 06.1995

GCSEs -

St. Joseph's RC High School
09.1987 - 06.1993

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Catherine Glencross