Derrabella Hadley

Head of Customer Service @Leicestershire County Council

Leicester, GB

I am the Head of Customer service and have overall accountability for the Customer Service Centre which has 80 employees working both remotely and on site. Responsible for a multi-million-pound budget, we handle incoming contact via multiple channels for Leicestershire County Council services across Environment & Transport, Children and family information services, Adult Social Care, and hospital discharges.*Support, drive and deliver the customer strategy and operational targets across a complex in-house customer contact centre numbering 80 heads working remotely and on site.*Champion digital transformation to deliver better customer experience, reduced call volumes and operational efficiencies and savings opportunities.*Awareness and knowledge of agile working methods to deliver a constant cycle of improvement and production of working results quickly across the customer service centre and its ancillary departments that deliver iterative results quickly.Key Achievements:*Increased overall calls handled rate by 6%*Implemented technology to facilitate channel shift across the call centre from inbound calls to digital channels which has delivered a 70% reduction of call volumes.*Worked with the team to reduce customer service centre staff turnover by 35%