Summary
Overview
Work history
Education
Skills
Timeline
Generic

Gregg Longmuir

GLASGOW

Summary

Myself and my teams have been responsible for the implementation of the following new technological systems

  • MITEL and new Switchboard telephony solution
  • Changes to the Scottish Welfare Fund system to ensure accurate reconciliation
  • SEEMIS for the processing of Free School Meals
  • Implementation of Granicus as part of the Digital Citizen programme
  • Livechat / Online application forms
  • Robotics to manage Pupil Absence
  • Implementation of various Customer Relations Management systems to handle high profile schemes / initatives e.g. shielding. Low Income Pandemic Payment, Scotland Loves Local


Implementation of performance management frameworks

Training and developing staff

Ensuring visibility

Responding to critical emergencies within the council (SAP P1 incident)

Overview

21
21
years of professional experience

Work history

Transactional Shared Service & Business Manager

Glasgow City Council
GLASGOW
09.2021 - Current
  • Responsibility for circa 400 staff members
  • Direct ownership of the following CBS Teams
  • Finance Service Centre
  • Employee Service Centre
  • Customer Contact Centre and Customer Care Team
  • Members Liaison Unit
  • Administrative support for NRS localities and city centre
  • Administrative Support to Chief Executives
  • Administrartive support to Education Services

Customer Operations Manager

Glasgow City Council
GLASGOW
06.2015 - 08.2021
  • Led on the council's customer strategy in response to COVID and the UK government's implementation of "shielding"
  • Leading on the councils Digital Citizen Programme (OBS21), in conjunction with the Strategic Innovation and Technology (SIT) Team and our IT partners, which will result in, increased digital channels for customer contact and the introduction of a new customer portal which will allow our citizens to monitor the progress of requests. This will be complemented by a new Customer Relationship Management (CRM) system for the councils main contact centre and back office teams (N+S, complaints) look at internal processes
  • Handling of all contact and providing an exceptional level of customer service during unprecedented high profile events/incidents within the city such as the “Beast from the East”, Commonwealth Games, Scottish Referendum, Clutha Incident, George Square Incident, ensuring the council did not face any reputational damage
  • Presented on behalf of the Council and CBS on multiple occasions at a series of high profile events i.e. Municipal Journal, Local Government in Excellence and Flourish awards, in addition, I have presented to the Scottish Government, Social Security Minister and Elected members
  • Introduced a new operational delivery model within the Revenues and Benefits contact team, resulting in 50% of citizens being serviced at their first point of contact by Customer Service Agents, allowing Subject Matter Experts to provide an improved service to customers with more complex issues
  • Reviewed opening hours (influencing key stakeholders) across the contact centre to create capacity, in turn allowing for resource realignment
  • Introduced an appointment only system at the Service Desk for Licensing and Revenue and Benefit customers, which involved significant re-education of customers and the execution of a successful communication/advertisement strategy
  • Sponsored numerous LEAN suggestions i.e. automation of Affordable Warmth Dividend (AWD), review of IVR options to improve the customer journey

Operations manager

Glasgow City Council
GLASGOW
09.2013 - 05.2015


  • Managed overall attrition levels of 40% in a demanding, fast paced, high profile and significantly challenging operation where call volumes equate to Approx 1.5 million per annum (with attrition levels of up to 60% in some teams), whilst ensuring key service levels are met and staff continue to feel valued, included and motivated
  • Manage the councils city centre service desk where customer traffic equates to circa 200K per annum and £40million of revenue is processed at the cash office
  • Assisted with the implementation and project managed a multitude of high profile, business critical technological improvements, collaborating with the CBS change team, Scottish government, software suppliers, IT partners and colleagues from across council services, such as
  • Upgrade of IPCC telephony. This involved training of 300 staff, replicating all IVR options on the new MITEL system, ensuring sufficient Management Information was available and robust disaster recovery processes were in place, to ensure the council did not face any reputational damage, on “go live” within very tight timescales to ensure PSN compliance
  • Led on the expansion of the CBS customer function by taking over the operational management of new teams such as Children and Families within Social Care Direct, Discretionary Housing Payment (DHP), HR Contact Team, Pupil Absence Reporting, Corporate Integrated Transport Unit (CITU) and Licensing

Service delivery manager

Glasgow City Council
GLASGOW
09.2006 - 08.2013


  • Transformed the poorest performing team in the city to the team that set the standards for others to follow, by effectively communicating a clear and concise vision for the service, being inclusive and motivating staff/managers to be passionate about the journey to improve standards/performance
  • Consistently exceeded service levels and shared best practice amongst my peers, often leading / facilitating courses on successful performance management
  • Having the strategic and forward thinking vision of introducing a front / back end operational model, which was replicated across the city and remains still in place
  • Introduced a consistent, fair and balanced performance management framework.
  • Motivated, developed and provided staff with a structured approach to operational delivery

Training Officer - Implementation of Academy

Glasgow City Council
Glasson, Lancashire
08.2005 - 08.2006

Training Officer Housing Benefit and Council Tax

Glasgow City Council
GLASGOW
01.2003 - 07.2005
  • Prioritised and met mandatory and statutory requirements as well as planned for upcoming legislative changes.
  • Met mandatory and statutory requirements and planned for upcoming legislative changes.
  • Proactively updated training evaluation methodologies
  • Conducted rigorous training needs analysis in Housing Benefit and Council Tax Benefit and implemented business focused learning strategies.

Education

Scottish Qualifications Certificate - Higher National Certificate in Public Administration (2nd year passed with merit)

Langside College
Glasgow

Skills

  • Operational leadership
  • Change management
  • Stakeholder engagement planning
  • PROSCI
  • Benefits realisation
  • Project budgeting
  • Business development
  • Business analysis
  • Employee management
  • Customer service
  • Staff training and development

Timeline

Transactional Shared Service & Business Manager

Glasgow City Council
09.2021 - Current

Customer Operations Manager

Glasgow City Council
06.2015 - 08.2021

Operations manager

Glasgow City Council
09.2013 - 05.2015

Service delivery manager

Glasgow City Council
09.2006 - 08.2013

Training Officer - Implementation of Academy

Glasgow City Council
08.2005 - 08.2006

Training Officer Housing Benefit and Council Tax

Glasgow City Council
01.2003 - 07.2005

Scottish Qualifications Certificate - Higher National Certificate in Public Administration (2nd year passed with merit)

Langside College

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