Leigh Jacqueline Soper
Watford,Herts
Summary
Dynamic professional with expertise in relationship management, systems design, build and support, and process improvement. Demonstrates strong capabilities in business development and project management, driving cost reduction and strategic planning initiatives. Adept at adaptive problem solving and change management, with a positive attitude and creative thinking skills. Proven track record in decision making, negotiation skills, technical troubleshooting, and product knowledge. Committed to risk management and audit ownership while employing critical thinking to enhance organisational success.
Overview
33
33
years of professional experience
13
13
years of post-secondary education
1
1
Certification
Work history
CRM Functional Consultant / Relationship & Demand Manager - Technology
Camelot UK Lotteries Ltd / Allwyn Entertainment Ltd
Watford, Hertfordshire
04.2012 - 07.2025
- Extensive experience in systems and process management across multiple departments
- Ensure customer needs are satisfied, foster relationships and ensure that they are well established and maintained
- Support multiple systems functionalities, ensuring that usability and availability is continuously maximised
- Work closely with project teams to design, build, deliver and support new initiatives
- Drive change management initiatives diligently
- (Seconded to Allwyn Entertainment Ltd before their official take over of The National Lottery on 1st February 2024)
Service Improvement Manager – Contact Centre
Camelot UK Lotteries Ltd
01.2007 - 03.2012
- Continuously investigated issues that were impacting operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement
- Lead a team to enhance operational efficiency resulting in a 10% reduction in demand
- Expertise in performance evaluation, process improvement and strategic planning
- Orchestrated the launch of major projects impacting the department
- (This appointment included a 2 year secondment to the Licence 3 Transition and Transformation Teams)
- Implemented cost reduction measures, reduced overhead expenses.
Contact Centre Team Manager
Camelot UK Lotteries Ltd
08.1999 - 01.2007
- Managed and coached up to 16 agents across diverse work streams in order for them to best service retailers and players, and to achieve personal and departmental objectives
- Conducted regular performance evaluations, provided constructive feedback and personalised development plans for the whole team
- Established a supportive team culture, encouraging innovation and recognising individual and team achievements
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction
- Responsible for overall effectiveness of daily targets
- Facilitated meetings with both my immediate team and peers. Communicating customer service scores, operational updates, sharing successes and best practices
- Oversaw compliance with Company policies and industry regulations, minimising risk and ensuring operational integrity
Contact Centre Agent, Trainer and Assistant Team Manager
Camelot UK Lotteries Ltd
01.1997 - 08.1999
- Commenced a temporary six-week contract to assist with the launch of the new Wednesday Lotto draw. After hard work, drive and determination, this contract became permanent in April 1998
- Handled incoming telephone calls promptly to try and minimise customer waiting times
- Delivered personalised customer service by actively listening to questions and concerns, tailoring solutions accordingly
- Trained new starters in both existing and new game launches, terminal technical troubleshooting, POS and PPOS, Scratchards and financial queries
- Trained and learnt how to manage people within a contact centre environment
Health Club Assistant Manager
Great Danes Hotel
Hollingbourne, UK
01.1993 - 01.1997
- Within the Sebastian Coe Health Club, I started as a fitness coordinator and progressed to Team Leader. My ultimate responsibility was for the safety and wellbeing of all staff, members and hotel guests, that were utilising the Centre’s facilities
Education
NVQ Level 3 - Hair, Beauty Therapy And Theatrical Make Up
Aylesbury College
Aylesbury, Buckinghamshire 09.1988 - 06.1991
5 GCSEs - English, Maths, Biology, French and PE
Kings Langley Secondary School
Kings Langley 09.1983 - 06.1988
11 Plus - Junior School
Nascot Wood Schools
Watford, Hertfordshire 09.1977 - 07.1983
Certification
- Leadership Development NVQ
- CIPD
- LEAN Six Sigma
- BCS Certificate in Requirements Engineering
- Prince2 Foundation
- SAP CRM Foundation
PROJECTS
Midweek Draw * Contact Centre move * World Lottery Association in Scotland * Multiple Draw Based Game launches * Transition of National Lottery Line from Aintree to Watford * Licence Two to Licence Three Bid Team * Licence Two to Licence Three Transition Team * Licence Three Transformation Team * RIBS to SAP CRM * Winnie to WMS * PPP to SAP * CRM Security iBase to SAP CRM * Introduction of DocuSign across the organisation * Replaced address & telephone look up tools across SAP * Introduction of Data Sync Manager in to the SAP landscape
Timeline
CRM Functional Consultant / Relationship & Demand Manager - Technology
Camelot UK Lotteries Ltd / Allwyn Entertainment Ltd
04.2012 - 07.2025
Service Improvement Manager – Contact Centre
Camelot UK Lotteries Ltd
01.2007 - 03.2012
Contact Centre Team Manager
Camelot UK Lotteries Ltd
08.1999 - 01.2007
Contact Centre Agent, Trainer and Assistant Team Manager
Camelot UK Lotteries Ltd
01.1997 - 08.1999
Health Club Assistant Manager
Great Danes Hotel
01.1993 - 01.1997
NVQ Level 3 - Hair, Beauty Therapy And Theatrical Make Up
Aylesbury College
09.1988 - 06.1991
5 GCSEs - English, Maths, Biology, French and PE
Kings Langley Secondary School
09.1983 - 06.1988
11 Plus - Junior School
Nascot Wood Schools
09.1977 - 07.1983
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