Client Care Director (North American Market)
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I am a solution driven customer and client focused professional, with a passion for delivering service excellence. I built my earlier career within recruitment, ensuring that I became a subject matter expert in each step but taking the most pleasure in delivery. I have followed that up more recently with developing my ability of how to resolve high pressure instances where the delivery is brought into question.
I have found this experience to be extremely rewarding and vital transferable skill to now put into practise in a delivery focussed role.
Client Care Director (North American Market) at PHMG (2025-04 – Present) My role as Client Care Director is to actively manage a base of North American SME businesses (circa 60 – 80 on average) as the highest point of escalation for both complaints and requests of cancellation of their media licence agreements. My approach is to provide consultative solutions at every turn, resulting in fair and reasonable resolutions for all parties involved with a focus on business retention that aligns with my commitment to client satisfaction.
• Proactive management of daily new complaint or cancellation request cases in order to work with clients on finding an acceptable resolution within the first 24 hours if possible.
• Management of client base to ensure that all in progress 'on tentative' cases are contacted in line with the retention framework, situation and client responsiveness dependant.
• 24 hour SLA on first contact – telephone and email.
• Soundchecks completed to determine use of products.
• 3 attempts to contact in first 7 days – telephone and email.
• All accounts contacted proactively every week with no more than 6 days in between attempts.
• Proposals of first resolution sent within 14 days.
• Proposal of second resolution within 30 days.
• First 'soft' ultimatum sent within 40 days.
• Second 'stronger' ultimatum sent within 60 days.
• Developing and maintaining in-depth knowledge of our service offerings in order to be a subject matter expert in client conversations.
• Research of 'on tentative' client's businesses through multiple channels to better understand anything that might firstly be influencing their decision and secondly, be a tool to help with a beneficial resolution for the client.
• Demonstration of high-level conflict resolution and contract negotiations with often extremely dissatisfied clients who can frequently present as aggressive.
• Providing a consultative, respectful, empathetic point of escalation as the Client Care Director that aims to fully address all issues brought forward by the client, whilst ensuring that they are understanding of all factors in play such as contractual and financial obligations and the resolutions I can offer that are uniquely tailored to their situation.
• Liaising with chosen legal representation should that be the clients wish and working with them on contract enforcement or negation as required.
• Completing all administrative processes required at each retention touch point, either from request to retention or request to cancellation to ensure a robust, timestamped digital paper trail of the end-to-end customer journey.
• Call time – although an outbound role there are no specific call time targets however I average 1.5 – 2 hour call time per day.
• Resolutions – KPI makes up the majority of target and subsequent commission and includes accounts saved and accounts cancelled – Consistently within top 5 as a performer of team of 16 since joining.
• Dollars saved – Impacted by cancellations and credits I have offered during the process – Same as above.
• Pre-tentative – Commission reduced if your percentage of a client returning to cancel within 3 months as this suggests a poor quality of resolution first time around – Has no applied to me since joining.
Manager at Health Assured (2024-09 – 2025-04) My role as Retention Manager was to ensure customer satisfaction and retention within our core customer base and manage an evolving retention team, alongside growing company profitability through enhanced product offerings.
• Developing and implementing customer retention strategies by identifying areas for improvement and crafting plans to address them.
• Analysing customer data and trends - Using client information to identify risks, understand customer needs, and measuring the effectiveness of retention programs.
• Collaborating with other departments - Working closely with marketing, sales, and customer success teams to ensure a cohesive customer experience that fosters loyalty.
• Proactive customer engagement - Coaching my team to identify at-risk customers by analysing data to pinpoint customers who show signs of decreased engagement, and who might be on the verge of lapsing.
• Complaints and escalation – point of escalation for all high level complaints.
• Developing and implementing customer upgrade strategies - Identifying areas for product upgrades within existing customer base and crafting sales plans.
• Developing targeted sales campaigns with the marketing department and assessing their success rate.
• Developing comprehensive sales training for all new hires – building on this training for legacy employees.
• Responsible for recruitment into a growing, fast paced team and creating 4-week training plans that suit individual learning styles – 5 hires in 3 months.
• Responsible for 15 direct reports of varying seniority, providing personalised development plans to support their career pathway.
• Setting and managing KPI expectations including transparent measurables.
• Monitoring KPI achievement and providing day to day support to empower my team members to best fulfil their duties and potential.
Partner for Delivery at Sanderson (Intelligent Resource) (2022-03 – 2024-08) My role as the Relationship Business Partner was to ensure that all parts involved in the recruitment of permanent call centre staff for the multiple end clients of Diligenta ran smoothly and to target. I managed all the UK sites (11 sites) that housed all the end clients (7) that included Aviva, Lloyds Banking Group, Standard Life etc.
• Client Management – Managing client needs including upcoming intake dates, quality of candidates and ad hoc needs as the clients point of escalation.
• Resource planning – Working with my client to forecast future needs based on in-house projects and demand and their rate of attrition.
• Demand planning – Devising demand plans for main stakeholders to outline an agreed timeline for recruitment, taking into consideration market conditions and onboarding timescales (as a financial client Diligenta have set onboarding standards including criminal and credit checks).
• Delivery - Working closely with Delivery Managers ensuring that all resource plans are agreed, achievable and actioned by their teams, monitoring any risks or issues in order to provide solutions.
• Media – Managing the advertising and media budgets for the different end client accounts/locations, flexing up or down as needed given demand. Keeping a close eye on how media channels performed and recommending changes where needed.
• Onboarding – Liaising with the onboarding team on a daily basis to ensure that onboarding SLA's were achieved.
• Agency management – Creating and managing a preferred supplier list of 2nd tier agencies to deliver into the end client at times of high demand to reduce the risk of a break in service. Including weekly monitoring of agency performance, sharing of future resource plans and the approval of ramping up and down of 2nd tier agency involvement where beneficial and cost effective to the client.
• Reporting – Providing comprehensive weekly reporting suites to each hiring manager within Diligenta that monitored the progress of their campaigns, this included written narrative and assurance of data driven decisions including RAG status.
• Providing monthly governance reports to recruitment stakeholders within the client which involved information gathered from colleagues and collated into meaningful data driven suggestions for the month ahead followed by quarterly reviews of the service.
• RAID logs – RAID logs maintained weekly with relevant team members and audited.
• Successful integration of a large client into the Diligenta group resulting in further areas of business awarded to my team.
• Successful team recruitment of 1000 permanent employees in 2022 against an expected initial requirement of 300.
• Retention of the onboarding function after bid process due to improvements made Account Manager/ Delivery Manager (contract recruitment) at Sanderson (Intelligent Resource) (2018-08 – 2022-03) My role as an Account Manager was to ensure that all parts involved in the delivery of contract staff for the multiple end clients of Intelligent Resource ran smoothly and to target. This included continued personal delivery to demonstrate best practise in delivery. My clients included both public and private sector and my direct reports both on-shore and off-shore employees.
Clients: The Post Office, Centrica – British Gas, SSE (Scottish and Southern Energy), NWL (Northumbrian Water), Home Retail Group - Argos/Sainsbury's, GMSS (Greater Manchester).
Recruitment Delivery Consultant (contract recruitment)
Sanderson (Intelligent Resource)-Manchester
February 2014 to August 2018
In this role I worked as an IT and Digital Recruitment Delivery Consultant across both private and public sectors. I maintained a high level of customer and client satisfaction ensuring that I listened to both stakeholders on what they were looking for as a right fit. This ensured that I consistently achieved all targets with a CV submission to interview requested to offer accepted ratio of 3-2-1 across all IT focussed requirements.
