Charlie Hardie
Bury , Manchester
Summary
A highly motivated and confident senior leader with a proven track record of building customer centric, high performing and engaged teams to deliver outstanding customer service and business results in a fast paced, multi-site environment.
A hands on and highly visible leader, able to foster high levels of engagement and have a real passion for developing people to achieve their goals.
Enthusiastic and tenacious with a keen eye for detail and able to work at both strategic and senior operational levels having successfully delivered many transformational changes .
Overview
20
20
years of professional experience
Work History
Head of Customer Services
AQA
Manchester
06.2018 - Current
Head of Customer and Operations
AXA UK
Bolton, Greater Manchester
07.2015 - 01.2018
- Responsibility for the effective leadership of AXA's Commercial Insurance SME Intermediary eTrading branch
- Working collaboratively with 11 AXA Commercial Insurance branches across the UK to develop eTrading opportunities in excess of £90m
- Team included 5 Team Managers, 40 Underwriters and offshore processing team in India.
- Significant contribution to the delivery of business growth in excess of 16% increase of new business grosswritten premium (GWP)
- Increased policy retention to 76% through the introduction of Salesforce CRM, improved trading conversations and proactive renewals management.
- Implemented a new multi channel customer service experience to include cloud telephony, web chat, email and social media communication channels.
- Introduced new quality assurance processes to include monitoring and audit of underwriting controls within agreed licences and treating customers fairly (TCF).
- Successfully achieved continual operational FTE savings through self-service improvements, operational efficiency and migration of work.
- Successfully achieved all operational audits in line with FCA regulations.
- Monitoring of underwriting risk management systems and processes including compliance audits and quality monitoring
- Maximised productivity and budget through effective management of resource through business planning, forecasting, managing shrinkage and improving operational efficiencies.
Contact Centre General Manager
Capita O2
Bury
07.2013 - 12.2014
- Reason for leaving: Voluntary redundancy
- TUPE transferred from Telefónica to become Capita General Manager for the Bury O2 site
- Site responsibility for all Capita staff including 3 Operations Managers, 24 Team Managers, circa 400 advisors, 15complaint specialists and 7 quality team specialists
- Operational lead for all O2 Pay & Go mobile, mobile broadband and returns and repairs process improvementsand work migration to offshore sites in South Africa and India to deliver operational transformational change
- Achieved highest levels of customer satisfaction scores across O2 consumer sites, consistently achieving circa above company and industry standards
- Consistently achieved fewest customer complaints - contributing to O2's several achievements as ‘networkcustomers are most happy with' (OFCOM) and ‘least complained about network' (Which?)
- Improved operational efficiencies saving approx
- 50FTE by reducing advisor call handling time by 110secs (21%reduction) in 12 months whilst maintaining customer satisfaction and sales revenue performance above businesstargets
- Successfully led a significant TUPE transfer of approx
- 500 people from Telefónica to Capita including asubsequent discretionary voluntary redundancy programme for 120 people
- Excellent sales performance achieved generating the highest levels of revenue across all O2 consumer sites inexcess of £1.5 million per month
- Consistently achieved highest levels of employee satisfaction across O2 contact centres
- This was achievedthrough motivational leadership activities to help improve employee engagement and morale
- Successful client relationship management with Telefónica ensuring key strategic changes were implementedsuccessfully whilst delivering customer experience improvements
- Responsible for negotiating KPIs with the client and Unions
- Working collaboratively with finance and business planning teams to ensure the site delivered the requiredbudget against P&L.
Customer Service Senior Operations Manager
O2 Telefónica UK
Bury
06.2012 - 06.2013
- Responsibility for the leadership of up to 600 people with a £19 million budget, delivering sales through servicefor O2 consumer Pay Monthly and Pay & Go mobile, Home Phone and Broadband customers
- Team included 6 Operations Managers, 53 Team Managers, 4 Administrators and 18 Lead Advisors dealing with line customer complaints and escalations and a further circa 510 frontline advisors responsible for over000 customer conversations per week
- Maximised efficiencies and budget through effective management of resource through planning, businessforecasting, managing shrinkage and improving efficiency performance including call handling time
- Operational lead, working with several outsource partners including Serco, Ventura, First Source and Capita toensure they provided support consistently whilst maintaining customer experience and maximising resourceefficiencies at all times
- Responsibility for coordinating activities between our internal teams and outsource partners in order to shape theend to end customer experience
- Direct relationship with complaints resolution teams to ensure processes are adhered to and looking at ways toconstantly improve customer experience
- Responsible for operational process improvement to improve both customer and employee end to end journeyexperience.
Customer Service Operations Manager
O2 Telefónica UK
10.2007 - 06.2012
- Internal promotion to Customer Service Operations Manager
- Responsibility leading a team of 120 people including advisors, 8 x Team Managers and 1 x Admin person to deliver world class sales through service for O2 mobile customers.
- Other duties included department duty manager responsibility to oversee daily service level performance.
- Operational project lead for all new O2 propositions including Mobile Broadband, Wi-Fi, Home Broadband and Home Phone.
Customer Service Team Manager
O2 UK
10.2003 - 03.2007
- Responsible for the leadership and development of a team of 16 advisors to deliver world class customer servicefor O2 mobile customers
- Main duties included 1-1 performance reviews, coaching and performance management
- Other activities included absence management and department performance accountability.
Education
Bachelor of Science - Geography
University of Sunderland
Sunderland2002
A-Levels - Geography, Law, Psychology and General Studies
Bury College
Greater Manchester1997
GCSEs -
Castlebrook High School
Greater Manchester1995
Skills
- Commercial awareness - knowledge and experience managing P&L, budgets, FTE, planning and forecasting models to deliver significant business savings
- Stakeholder management including senior management, board members, client and BPO partners
- Project management and delivery including operational lead for training, communication and project roll-out
- Customer experience - analysing customer insight and feedback to implement and change processes to support and improve customer journeys
- Quality assurance - design and implementation of agent scripts, audit and monitoring of calls, web chat and email and development of customer surveys hosted through text, email and web chat satisfaction surveys
- Complaints resolution - direct responsibility for managing complaints teams to effectively handle escalations
- Relationship management and accountability for the first class service delivery of BPO partners including Serco, TLC, Capita and Ventura
- Business Continuity Planning - site lead for service continuity and disaster recovery
- Performance and skills coaching - extensive use and experience of setting SMART objectives; GROW model; effective feedback, conversations, listening and powerful questioning techniques
- Fully conversant with HR policies including TUPE, large scale redundancy programmes, absence, conduct and performance management, disciplinary procedures, dismissal and tribunal experience
- Compliance - working knowledge of FCA requirements and Insurance Act changes
- Proficient using Microsoft EXCEL, WORD and PowerPoint to help analyse, interrogate and present data and output
Timeline
Head of Customer Services
AQA
06.2018 - Current
Head of Customer and Operations
AXA UK
07.2015 - 01.2018
Contact Centre General Manager
Capita O2
07.2013 - 12.2014
Customer Service Senior Operations Manager
O2 Telefónica UK
06.2012 - 06.2013
Customer Service Operations Manager
O2 Telefónica UK
10.2007 - 06.2012
Customer Service Team Manager
O2 UK
10.2003 - 03.2007
Bachelor of Science - Geography
University of Sunderland
A-Levels - Geography, Law, Psychology and General Studies
Bury College
GCSEs -
Castlebrook High School
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