Simon Gray
General Manager, Contact Centre Operations @EE
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WORK HISTORY
General Manager, Contact Centre Operations @EE
Led a large regional team covering Scotland, Northern Ireland & North East England with c.1100 FTE across 4 sites- Responsibility for the back office, 2nd Line Support teams covering Technical Support and Connections (Provisioning), Social Media and Community teams across BT and EE Consumer- Led the service strategy to evolve the 2nd Line Support operating model and optimise ways of working to remove wasted effort and create seamless customer journeys- Launch new technology to support both the customer and business outcomes through automation and improved data and insight- Created align ways of working across multiple lines of business and brands to deliver efficiencies based on best practise, customer and employee satisfaction- Consistently delivered industry leading ESAT results across the region.
EDUCATION
University of Lincolnshire and Humberside
HND in Interior Architecture
Nunthorpe Comprehensive School
10 GCSEs including English and Mathematics
Cleveland College of Art and Design
National Diploma in 3D Design
SKILLS
ABOUT SIMON GRAY
An accomplished Customer Operations Leader with a proven track record of driving seamless customer experiences and optimising sales performance. Skilled in leading cross-functional teams to exceed KPIs, elevate brand perception, and develop innovative strategies. Expert in leveraging customer feedback to drive service enhancements, consistently aligning business objectives with exceptional customer satisfaction. Renowned for clear, impactful communication and a passion for leading transformative, customer-centric initiatives.
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