Russell Anthony

Head of Customer Service & Support @Cambridge Ocr

Coventry, GB

Delivery of strategic roadmap to enhance the customer experience for customers of OCR. Implement strategies to deliver both short term efficiencies and long term operational change. Consolidate contact through a new Customer Access Model and established Voice of the Customer progress to support insight, root cause and service delivery transformation. Consistent NPS scores in the +70s and independently rated best for customer support within the Education industry.Lead Customer service teams across Coventry and Cambridge offices in addition to a team of external based Customer Support Managers to provide guidance to OCR\'s customer base across a range of regulated general and vocational qualifications.