Robert Laycock
Chessington,Kingston upon Thames
Summary
Accomplished professional with expertise in systems and process implementation, data analysis, and stakeholder engagement. Demonstrates resilience under pressure and excels in building operational procedures, continuous improvement initiatives, and sustainability practices. Adept at customer relationship management, client account management, and project management with a strong foundation in SynergyTrak systems and data-driven decision-making. Recognised as a natural trainer with a commitment to enhancing performance monitoring and delivering exceptional customer service. Dedicated to driving sustainable growth through innovative solutions and operational excellence.
Overview
20
20
years of professional experience
11
11
years of post-secondary education
Work history
Customer Service Manager
STERIS IMS
2023.01 - 2026.07
- Built strong relationships with key healthcare professionals from clinicians to department managers, using customer insight and data to influence operational improvements
- Successfully onboarded Cleveland Clinic and Royal Papworth, ensuring relatively seamless service integration and continuity
- Reduced Cleveland Clinic fast-tracking rate to below 5%, improving workflow efficiency and capacity
- Delivered a 50% reduction in damaged wraps at Cleveland Clinic through root cause analysis and corrective actions
- Identified Bio Glue usage as the root cause of dirty defects at Royal Papworth, enabling targeted quality improvements
- Used data analysis to influence both customer behaviours and internal operational processes
- Acted as a key link between customers and operations, driving customer awareness to improve standards
- Led and developed team members to achieve performance and continuous improvement goals
Systems Manager (Team Manager)
Abel & Cole
2014.01 - 2023.01
- Managed systems and reporting to support operational decision-making
- Designed data tools to improve performance visibility
- Led team recruitment, training, and performance management
- Delivered system improvements and managed rollouts
- Delivered multi-channel customer support
- Supported system improvements and reporting through data analysis
Bar Manager
Various
2007.01 - 2013.01
- Managed operations, staff, stock control and finances
Education
L5 Apprenticeship - Operations Manager
CMI
BA (Hons) - Acting for Film, Theatre and Television
Arts University Bournemouth
2006.01 - 2009.01
BTEC - Performing Arts
Weston College
2003.01 - 2006.01
A-Levels - Acting
Weston College
Weston-super-Mare8 GCSEs (A–C) - undefined
St Bede's RC School
1992.01 - 1997.01
Skills
Systems & Process Implementation
- Performance monitoring
- Resilience under pressure
- Data Analysis & Reporting
- Natural trainer
- Stakeholder Engagement
- Continuous Improvement
- Sustainability practices implementation
- Building operational procedures
- Resilience in high-pressure situations
- Customer Service
- Product knowledge
- Client account management
- Project Management
- Knowledge of SynergyTrak Systems
- Data-driven decision-making
- Customer relationship management
Affiliations
- Film and Film Making - Currently working on a film about STERIS IMS. Working Title is The Life Of A Surgical Tray
Accomplishments
Recognition from Robert Lorenz (President Cleveland Clinic) on successful onboarding of Cleveland clinic London: "Special call out to Rob Laycock, who has been instrumental in the success of this mobilisation. Rob's commitment and hard work have made a significant difference, and we are deeply appreciative of his contributions, particularly his outstanding teamworking and attention to detail."
Timeline
Customer Service Manager
STERIS IMS
2023.01 - 2026.07
Systems Manager (Team Manager)
Abel & Cole
2014.01 - 2023.01
Bar Manager
Various
2007.01 - 2013.01
BA (Hons) - Acting for Film, Theatre and Television
Arts University Bournemouth
2006.01 - 2009.01
BTEC - Performing Arts
Weston College
2003.01 - 2006.01
8 GCSEs (A–C) - undefined
St Bede's RC School
1992.01 - 1997.01
L5 Apprenticeship - Operations Manager
CMI
A-Levels - Acting
Weston College