Tom Silvey

Operations Director @Amey

National, US

Member of the Amey Defence SLT, leading the National Housing Prime Contract (initial 5yr term extended to 7yrs, 2020 revenue £207m, 2021 forecast £225m,) for Defence Infrastructure Organisation (DIO). Providing full range of customer services to military housing across the UK, including response, planned, void maintenance, project delivery, occupancy services, helpdesk and asset management. • High health & safety focus, consistently achieving <0.01 AFR with c.3,500 direct and indirect employees • Lead transformative process improvement to address customer dissatisfaction, managing the political relationships with multiple public prominent stakeholders. Net Promoter Score (NPS) satisfaction improved from 15 to 61 and complaint rate fell from 3.5% to <0.99% • Lead the business to achieve ISO44001 collaborative working accreditation with DIO. • Improved contract profitability by 400% between 2016 to 2020, delivering £17.8m in 2020. • Manage press complaints and associated senior military housing escalations to mitigate reputational risk • Delivered DIO committed additional works investment programme of £123m in 2019/20 • Initiated team to deliver Chancellor Exchequer £122m Fiscal Stimulus Programme, refurbishment of properties in 2020 to 2022 • In conjunction with Chartered Institute of Housing and the Institute of Customer Service, established professional development programme for customer facing roles, leading staff to achieve NVQ L3 & 4. • Recognising the impact the NHP contract has military families, instigated social value programme in 2020 establishing a Charitable Incorporated Organisation (CIO) to facilitate the creation of social enterprises to provide opportunities, development and training for military spouses

Ecole Nationale des Ponts et Chaussées

Master's Degree, Mastere Specialise En Ouvrages D'Art

Aston Business School

Business Diploma, Business/Commerce, General

University of Southampton

Master's Degree, Master of Civil Engineering