Jonathan Willicombe

WORK HISTORY

SKILLS

ABOUT JONATHAN WILLICOMBE

An exceptional Customer and People leader with experience across multiple sectors, multiplelocations with a particular contemporary methodology around Customer Service, Arrears, Collections, Recoveries and BPO in the UK and across continents. On a personal note, I’ve completed 2 Ironman’s and also run many marathons. Key Achievements - Spearheaded an aged debt reduction from £99m to £76m in a 12 month period- Stripped out 300 fte savings in 2023 through automation, ops efficiency etc- Created a direct debit centre of excellence offshore that improved customer DD adequacy from 81% to 84% and halved the number of DD reductions- Created a First Time Debtors CoE offshore that specialised in empathetic conversations driving resolution rates up by 150%- 250% improvement in OVO’s Direct Debit set ups.(from 1k/week to 2.5k/week), 71k DD’s set up in 2023 TYD- Improved CSAT performance from 23% in Apr 23 to 81% in Nov 23- Drove cash collection up from £600k per week to £1.3m per week while still achieving >95% compliance score and supporting customers who were vulnerable- Created a CI Hub that delivered £10m bottom line savings- Reshaped high risk and collections areas to be more empathetic during the cost of living crisis, but still driving 30% better outcomes by using this approach- Increased engagement scores from 7.6 to 8.6 (Peakon) across an outsourced population.(Nov 22 to Nov 23)