Sarah Hughes

Head of Customer Operations @Premiere Kitchens

Gloucester, GB

Managing and leading multi-disciplinary teams including the designers, credit control, surveying, customer service team, forecasting, order management and account management. • Continuously monitor, analyse and follow up on all service levels to ensure the Centre’s operational KPI’s are met and within the agreed cost frame • Inspire my teams to provide the highest level of customer service • Promote a ‘customer first’ culture throughout the company by putting the customer at the very heart of every decision. • Identifying, developing and supporting the implementation of performance improvement initiatives for the Contact Centre/customer contact processes. • Develop and drive delivery of strategy and rigour for frontline operational performance. • Creating new processes to streamline the business operations • Deliver improvements to achieve first contact resolution and reduced repeat contacts therefore optimising cost to serve • Engagement lead and responsible for relationship management of operational leadership teams and other stakeholders, driving collaborative improvement initiatives. • Drive change initiatives • Ensure operational alignment across journeys and identifies initiatives to improve customer experiences • Securing tenders

Revans University

Certificate in Management Studies, Organizational Leadership, Credit