Mark Knowler

Customer Service & Business Engagement Lead (Head of) @B&Q

Hampshire, GB

Leading an inhouse team of specialists and outsourced strategic partner to deliver exceptional Customer Service across our EMEA based Contact Centres. I own the B&Q Business Engagement Strategy and Contact Centre Operational Excellence plan; both designed utilising data and insight to drive customer centric change across the business whilst continuously improving the customer experienceExperience of leading an RFP process working collaboratively with the GNFR and Legal Teams whilst also managing the relationships with our outgoing and incoming partners to ensure consistency of service during the transition Ensuring contractual compliance through robust but collaborative governance models whilst fostering a ‘One Team’ culture reflective of our values and the service we expect for our customers Leading the Operational Excellence Team (Process & MI), to drive continuous improvements in service, efficiency and contact resolution through agile processes and policies, and actionable insight to support cost to serve reductions and reduce complaints Championing the customer voice in internal / external meetings, identifying opportunities to improve the customer experience through innovation whilst holding the business to account for the removal of customer pain pointsAssess, prioritise and manage through to implementation all new demand that has a dependency on the Contact Centre to support