Lydia Ratcliffe
Bradford
Summary
Highly driven and customer-focused operations and partnership manager with extensive experience leading high-performing teams, managing strategic stakeholders, and delivering service excellence across customer and loyalty propositions. Proven track record of driving operational performance, improving customer experience, and implementing data-led continuous improvement initiatives within fast-paced, high-volume environments. Skilled in influencing senior stakeholders, managing offshore partnerships, and aligning cross-functional teams to deliver against commercial objectives. Experienced in coaching and developing teams, handling complex escalations, and optimising processes to enhance efficiency and customer satisfaction. A proactive and adaptable leader with strong problem-solving ability, commercial awareness, and a passion for delivering measurable results and exceptional customer outcomes. Committed to continuous professional development, recently completing a workplace First Aid qualification and currently undertaking a Level 5 Leadership and Management apprenticeship to further strengthen leadership capability and support long-term career progression.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work history
Offshore BPO Partnership Manager – Customer Function
ASDA
2023.11 - Current
- Managed strategic relationship with offshore BPO partners delivering customer support for grocery and loyalty rewards propositions, ensuring alignment to ASDA's customer experience and commercial objectives
- Owned end-to-end performance of customer operations, including SLAs, KPIs, quality, and customer satisfaction across high-volume contact channels
- Led continuous improvement initiatives to optimise contact drivers, reduce complaints, and enhance the customer journey across grocery and rewards programmes
- Partnered cross-functionally with loyalty, digital, marketing, and operations teams to support delivery and evolution of the customer proposition
- Utilised customer insight, data analytics, and performance reporting to identify trends, inform decision-making, and drive retention and engagement within the loyalty programme
- Governed BPO performance through regular business reviews, driving accountability on quality, productivity, and cost efficiency
- Supported campaign readiness and peak trading planning (e.g. seasonal events, promotional activity), ensuring operational resilience and service continuity
- Influenced stakeholder groups across customer, commercial, and partner teams to align on priorities and deliver against strategic objectives
- Ensured regulatory compliance and consistent adherence to ASDA brand standards and customer service expectations
- Championed a customer-first culture across offshore teams, embedding quality frameworks and coaching to improve NPS/CSAT outcomes
- Data classification: Asda Internal
Dance Choreographer / Gymnastics Coach
Wysoczanski Academy School of Performance (WASP)
2011.09 - 2026.06
- Deliver choreography and coaching to 200+ students across a wide range of ages (3–40), driving skill development, confidence, and performance excellence
- Plan and execute 4 annual shows and support participation in 5+ regional and international competitions, ensuring high-quality performance standards
- Design and lead engaging sessions focused on technique, fitness, and progression
- Build strong relationships with students and parents, maintaining a positive and customer-focused environment
- Coordinate costumes, ticket sales, and administrative processes to support smooth programme delivery
- Uphold high standards of safeguarding, leadership, and student welfare
Managing Partner Team Leader (Team of 25+)
Nexus Vehicle Management
2017.09 - 2023.10
- Led and developed a team of 25+ specialists, driving performance, engagement, and service excellence across high-profile client accounts
- Managed relationships with senior stakeholders and VIP customers, ensuring delivery against contractual commitments and customer expectations
- Acted as senior escalation point for complex queries, disputes, and commercial negotiations with clients and suppliers
- Coached and mentored team members to enhance product knowledge, negotiation capability, and customer experience delivery
- Analysed operational performance data to identify trends and implement continuous improvement initiatives
- Ensured consistent adherence to SLAs, quality standards, and business objectives, improving customer satisfaction and operational efficiency
- Collaborated cross-functionally with internal teams and external partners to resolve issues and enhance service delivery
Restaurant Team Leader / Shift Supervisor
Mitchells & Butlers
2012.09 - 2019.08
- Led shifts in a fast-paced hospitality environment, coaching and developing team members to deliver excellent customer service
- Drove sales performance and team productivity while maintaining service quality under pressure
- Managed day-to-day operations, overseeing sales forecasting, stock control, ordering, and performance reporting to optimise workflow
- Resolved customer queries and complaints across multiple channels, achieving high satisfaction levels and strengthening customer loyalty
- Accountable for cash handling, reconciliation, and resolving discrepancies to ensure financial accuracy
- Applied strong problem-solving and adaptability to ensure smooth, efficient shift operations and minimise disruption
Education
A-Levels - Psychology / History / Physical Education / EPQ
Priesthorpe Sixth Form College
Leeds 2010.09 - 2012.06
GCSEs - English, English Literature, Maths A &B, Single award science, History, Media and Religious Studies
Priesthorpe High School
Leeds 2008.09 - 2010.06
NVQ Level 2 - ICT Level 1 & 2, Business Studies
Priesthorpe High School
Leeds 2008.09 - 2010.06
Skills
-
Stakeholder Management & Relationship Building – Confident managing senior stakeholders, VIP customers, and external partners to drive alignment and results
-
Operational Performance & Continuous Improvement – Strong focus on using data and insight to optimise processes, improve efficiency, and enhance customer outcomes
-
Leadership & Team Development – Proven ability to lead, coach, and develop high-performing teams, driving engagement and service excellence
-
Customer Experience & Service Excellence – Extensive experience delivering high-quality, customer-centric solutions across multiple channels
-
Vendor Management
-
Data Analysis & Insight-Driven Decision Making – Skilled in interpreting performance data to identify trends, inform strategy, and improve results
-
Problem Solving & Escalation Management – Effective at handling complex issues, negotiations, and escalations in fast-paced environments
-
Resilience & Performance Under Pressure – Maintains high standards and delivers results in demanding, high-volume, and time-sensitive settings
-
Commercial Awareness & Results Focus – Strong understanding of business objectives, with a consistent drive to achieve targets and improve performance
Accomplishments
Trained in Intermediate and Advanced Microsoft Excel, with additional accreditation in Personal Relations and a UK Data Protection Qualification.
Certified in First Aid at Work (2026) and holder of JSLA, CSLA, and HSLA (Higher Sports Leadership Award).
Currently undertaking a Level 5 Operations/Departmental Manager Apprenticeship, working towards a CMI Leadership and Management qualification: Chartered Manager status, and the Corndel Level 5 Leadership and Management Diploma.
References
References available upon request.
Timeline
Offshore BPO Partnership Manager – Customer Function
ASDA
2023.11 - Current
Managing Partner Team Leader (Team of 25+)
Nexus Vehicle Management
2017.09 - 2023.10
Restaurant Team Leader / Shift Supervisor
Mitchells & Butlers
2012.09 - 2019.08
Dance Choreographer / Gymnastics Coach
Wysoczanski Academy School of Performance (WASP)
2011.09 - 2026.06
A-Levels - Psychology / History / Physical Education / EPQ
Priesthorpe Sixth Form College
2010.09 - 2012.06
GCSEs - English, English Literature, Maths A &B, Single award science, History, Media and Religious Studies
Priesthorpe High School
2008.09 - 2010.06
NVQ Level 2 - ICT Level 1 & 2, Business Studies
Priesthorpe High School
2008.09 - 2010.06