Tom Grant

Lead a high-performing Dedicated Support team embedded remotely and on-site within customer environments, supporting a diverse portfolio including global banking, pharmaceutical, media, and retail organisations.

Key responsibilities and achievements:

• Line management of up to 14 advisors, driving performance, engagement, and development
• Senior escalation point for key customer stakeholders, resolving complex service issues and ensuring delivery against SLAs and service improvement plans
• Provide clear strategic direction and daily operational leadership aligned to customer and business priorities
• Set and manage individual and team objectives, ensuring alignment with commercial and customer outcomes
• Own performance management framework, including QA calibration, KPI tracking, and continuous improvement initiatives
• Proactively manage underperformance, conduct, and absence to maintain a high-performing team culture
• Lead onboarding and training function, designing and delivering both new starter inductions and ongoing in-life development programmes
• Drive employee engagement using survey insights and feedback to improve advocacy and retention
• Build and maintain strong relationships with internal and external stakeholders, leading and contributing to governance meetings
• Deliver business improvements and customer experience enhancements through practical, data-driven initiatives
• Work closely with the Operational Readiness team to successfully deliver new capabilities, most recently leading the departmental rollout of Genesys across voice, webchat, and email channels
• Lead and contribute to key programmes including diversity & inclusion, business improvement, business continuity, and risk & security
• Manage end-to-end delivery of departmental projects from concept through to implementation
• Provide leadership cover for senior managers when required

• Managed delivery of IPVPN and DIA orders from sale through to completion, ensuring milestones were met and services delivered on time
• Proactively tracked orders against Agreed Ready for Service (ARFS) dates, mitigating risks to maintain delivery timelines
• Acted as the primary customer contact throughout the delivery lifecycle, providing clear, timely updates and managing expectations
• Identified and resolved delivery issues during provisioning, escalating where required to minimise delays and customer impact
• Coordinated installation and cut-over activities with customers and internal stakeholders to ensure smooth service activation
• Maintained consistent communication with all stakeholders, ensuring transparency across the delivery process
• Produced and distributed Work In Progress (WIP) reports, providing customers with clear visibility of order status and key milestones

• Designed and delivered structured onboarding programmes for groups of 8–10 new hires, covering systems, processes, soft skills, and quality standards
• Created and implemented a standardised onboarding framework to ensure consistency and high-quality training outcomes
• Delivered ongoing training to in-life staff across the UK and Ireland using a blended approach (face-to-face, virtual sessions, and pre-recorded content)
• Provided intensive coaching and support during employees' first 8 weeks, improving readiness and performance at go-live
• Passionate about knowledge sharing, continuously refining training methods to enhance engagement and capability
• Contributed to key projects, including rollout of internal social platforms, large-scale retraining programmes for major accounts, and redesign of early-stage training journeys

• Managed day-to-day relationships with key stakeholders, ensuring customer needs were understood and delivered
• Provided first-line support for mobile and network queries, resolving issues quickly to minimise disruption
• Built strong relationships with senior decision-makers across IT, HR, and infrastructure teams
• Monitored service performance against SLAs and KPIs, driving improvements in customer experience and satisfaction
• Identified and implemented service enhancements tailored to individual customer requirements
• Acted as an escalation point, working closely with sales, finance, billing, and service teams to resolve complex issues
• Managed account administration, including orders, communications, and maintaining accurate customer records
• Handled billing queries, credits, and aged debt, introducing process improvements to reduce outstanding balances