Terry Dickinson

WORK HISTORY

SKILLS

ABOUT TERRY DICKINSON

I started in contact centres in a customer service role and as most people do, assumed it would only be for a short time until I found something “better”, but the variety of career options and development opportunities meant I moved on to having a career in them. I’ve learned how to manage stakeholders, deliver difficult messages and in general speak to people in ways that are appropriate. Through my time supporting training I learned that a one size fits all isn’t always the right approach and that individual development plans must be tailored and that group delivery must have alternative ways to explain the “how”. During my time in Workforce Planning, I have developed a variety of processes to enable more effective working within a department and across the operation. I have rolled out Workforce Planning systems from new install through to complete rebuilds from the ground up and when leading teams, my focus is to support development of both the team and the individual. I have been exposed to a variety of industries from Insurance and Banking to Health and Retail, covering business needs with small niche skillsets and minimal FTE through to large centres with over a thousand heads across multiple sites/countries.