Mathew Scott
Warrington,GB
Summary
Experienced leader with track record of managing large teams and enhancing service quality, driving transformational change and achieving business growth. Utilizes strategic thinking and data analysis to improve service delivery and boost productivity. Strong stakeholder management, influencing and negotiation capabilities. Resilient and adaptable in dynamic environments.
Overview
19
19
years of professional experience
Work History
Head of Digital Customer Service
Betfred
01.2012 - 01.2024
- Sourced a new chatbot system focusing on automation, self-service, and FAQs, reducing overall contacts by 30%.
- Implemented a quality assurance programme to capture sentiment and NPS, with a score improving from 15 to 45.
- Designed and implemented a remote working strategy during COVID without service interruptions, creating a workable hybrid model.
- Optimised performance across all contact centre channels: voice, chat, email, and social.
- Established service level agreements and developed strategic initiatives to meet departmental goals.
- Monitored global channel performance and progress by analysing key performance indicators (KPIs).
- Reviewing NPS and CSAT, gauging customer sentiment.
- Department full P&L.
Director of Contact Centre
A.V.C Digital
01.2008 - 01.2012
- Increased first-time fix rates by 20% by training and knowledgebase programmes.
- Reduced customer complaints for missed engineer appointments by 15%.
- Sourced and implemented software to link scheduling, appointments, and technical assistance – replacing Excel and manual entries.
- Established and executed call centre strategy, aligning team objectives with organisational goals.
- Operational ownership over multi-locational support teams.
- Managed high-level complaints to resolve customer issues effectively.
- Conducted quality assurance checks to ensure compliance with standards.
- Performance reporting for the COO.
- Reviewing tech infrastructure.
Provisioning Account Manager - Business
Opal Telecom
01.2005 - 01.2008
- Provisioned phone and broadband services to ensure timely and accurate setup for customers.
- Handled customer complaints effectively, ensuring timely resolution and improved customer satisfaction.
- Provided aftercare support to clients, ensuring their ongoing satisfaction and addressing any concerns.
- Provided mentoring and coaching to team members, fostering their professional development and enhancing team performance.
- Delivered systems training to equip team members with necessary skills for effective usage.
Skills
- Operational efficiency
- Workforce management
- Performance monitoring
- Chatbot implementation
- Budgeting and forecasting
- Strategy development
- Team leadership
- Staff training and development
Timeline
Head of Digital Customer Service
Betfred
01.2012 - 01.2024
Director of Contact Centre
A.V.C Digital
01.2008 - 01.2012
Provisioning Account Manager - Business
Opal Telecom
01.2005 - 01.2008