Dan Rhodes
Harrogate,North Yorkshire
Summary
A visionary and values-driven senior leader with a proven record of delivering transformation, operational excellence, and outstanding customer experience across complex, regulated environments. Renowned for building high-performing teams, driving cultural change, and leading large-scale programmes that improve customer outcomes and business performance. Adept at shaping strategy, influencing at Board level, and embedding innovation and digital solutions. Passionate about empowering colleagues, championing the customer voice, and ensuring services are inclusive, accountable, and future-ready. Now seeking to bring strategic leadership and a collaborative, ambitious approach to the role of Executive Director of Customer Service at Beyond Housing.
Overview
13
13
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work history
Director of Customer Experience
Anchor
, Bradford
02.2023 - 12.2025
- Provided a clear leadership strategy, co-ordination, and direction to shape and implement the transformation of Anchor customer services to support the delivery of a high performing business, as measured against a balanced scorecard of KPI’s
- Ensured that understanding of current and future resident and customer needs and expectations drives the development of the model, and that resident and customer voice is always part of decision making.
- Supported the development and implementation of transformation drivers to ensure a future state plan for excellence in service delivery and business performance.
- Ensured value for money for residents and sustainable financial position for Anchor, and is able to withstand changes in customer needs and public.
- Worked in collaboration with the housing services leadership team and Housing Services Board (HSB) to align current service delivery with transition to a new model.
- Work effectively across Anchor to ensure an end to end approach which delivers outcomes based on business needs not functional boundaries.
- Lead the development of proactive contact centre models, embedding best practice, digital innovation, and regulatory compliance.
- Encouraging collaboration and behaviour to deliver high performance results and service excellence.
- Centralised complaints management embedding root-cause analysis into reporting and improvement planning, strengthened Housing Ombudsman Code compliance, and stabilised management of complex Ombudsman referrals.
- Established the Residents’ Complaints Group and supported the Residents’ Council with transparent performance data, strengthening accountability and co-creation.
- Coordinated improvement planning for customer satisfaction and perception Tenant Satisfaction Measures (TSMs), refining the Housing survey achieving improvement against 9 of 12 TSMs in the latest perception survey.
- Led on compliance with Consumer Standards, coordinating improvement actions and evidence trails for regulatory purposes.
- Key Achievements
Customer Delivery Director (Interim)
South Staffs Water
03.2022 - 01.2023
- Led multimillion-pound operations, delivering business-wide transformation and cost reduction programmes.
- Designed and launched transformation programmes to improve customer experience and operational efficiency.
- Provided inspirational leadership to facilitate a “one team” culture, ensuring customers were at the forefront of service design and delivery.
Head of Customer Service
Morrison Water Services
11.2016 - 12.2021
- Led a national team, implementing change programmes and accredited training to deliver customer strategy.
- Achieved upper quartile Institute of Customer Service UK Customer Satisfaction Index score (77.4), outperforming clients and competitors.
- Delivered centralisation of contact centres (35% cost saving) and reduced repeat contacts by 60% through LEAN process improvement.
- Awarded Institute of Customer Service “Best Customer Satisfaction Strategy” (2019).
Contract Framework Manager
Morrison Utility Services
04.2013 - 11.2016
- Managed large-scale contracts, stakeholder relationships, and operational teams.
- Delivered contract growth from £30m to £38m, consistently achieving required contribution.
- Introduced innovative tools and techniques to increase productivity and reduce cost.
- Details of roles prior to 2013 available on request.
Education
Diploma - Management Studies
Huddersfield University
Skills
- Strategic leadership & transformation
- Customer experience & service excellence
- Board-level engagement & governance
- Digital innovation & technology deployment
- Stakeholder management & partnership working
- Performance management & data-driven improvement
- Change management & culture shift
- Regulatory compliance & risk management
- Team development & coaching
- Financial acumen & value for money
- Customer experience strategy development
- Call centre operations familiarity
Certification
- Lean Management Trained
- EUSR Environmental Awareness & Water Hygiene
- IOSH Managing Safely
- NRSWA Supervisors
References
References available on request.
Timeline
Director of Customer Experience
Anchor
02.2023 - 12.2025
Customer Delivery Director (Interim)
South Staffs Water
03.2022 - 01.2023
Head of Customer Service
Morrison Water Services
11.2016 - 12.2021
Contract Framework Manager
Morrison Utility Services
04.2013 - 11.2016
Diploma - Management Studies
Huddersfield University