Gavin Roberts
Head of Customer Operations @Switch2 Energy Limited
Signup · Get unlimited contacts
WORK HISTORY
Head of Customer Operations @Switch2 Energy Limited
Saltaire, GB
Driving transformation across Contact Centres, Digital Contact, Billing, Debt Recovery & Collections.Customer-Centric Transformation – Delivered measurable gains in customer experience, including double-digit improvements in satisfaction scores through redesigned journeys and digital-first strategies.Operational Efficiency – Achieved a 40% reduction in average handling time, unlocking significant productivity and cost-to-serve savings while maintaining quality.Augmented AI & Innovation – Launched an omni-channel CRM platform with embedded AI capabilities, enabling personalised interactions, smarter routing, and faster resolution.Quality Assurance Excellence – Designed and implemented a new QA scheme that strengthened compliance, improved service consistency, and raised performance standards.Data & BI Automation – Introduced advanced business intelligence automation with proactive situation management, improving decision-making and operational resilience.Continuous Improvement – Led large-scale process mapping and8 efficiency programmes, embedding a culture of innovation and delivering sustainable performance gains.Strategic Value Creation – Repositioned operations from a cost centre to a strategic enabler, driving both customer loyalty and financial outcomes.
EDUCATION
Calderdale College
Advanced Business Studies (BTEC), Business and Economics
In training
Vocational Diploma in Management, Business Management
Buttershaw Upper School
10 GCSE's, Multiple
SKILLS
ABOUT GAVIN ROBERTS
Gavin Roberts is a dynamic senior leader with a proven track record of delivering transformative results across the utilities, financial services, and insurance sectors. With deep expertise in steering large-scale, multi-product, multi-channel operations, Gavin thrives in complex, high-pressure environments where clarity, pace, and precision are paramount.A visionary in customer operations, Gavin is renowned for architecting high-performing teams and designing service models that put the customer at the heart of every decision. His leadership blends strategic foresight with hands-on operational excellence—driving sustainable growth, elevating customer experience, and unlocking enterprise-wide value.At the cutting edge of innovation, Gavin harnesses advanced AI technologies—including augmented bots, intelligent automation, and predictive analytics—to reimagine service delivery and streamline operations. His ability to translate emerging tech into measurable business outcomes sets him apart as a forward-thinking change agent.Known for his pragmatic leadership style and creative problem-solving, Gavin consistently delivers impact. Whether leading transformation programmes, optimising contact centre ecosystems, or shaping CX strategy, he brings energy, direction, and momentum to every challenge.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.