Joshua Haigh

I have 10+ years of experience in overseeing service delivery performance to clients, ensuring achievement of service levels and business objectives. I am adept at providing strategic leadership and direction to support the operations, growth, and transformation activities of the organisation. I have proven success in delivering user, infrastructure, and application support to diverse clients, ensuring provision of an excellent customer experience and service. I have demonstrated ability to manage cross-functional staff while embedding a culture of continuous improvement within the delivery, UX, product and support teams.

Senior Operations Manager

• Formed part of a cross-functional Leadership Team in the design, development and implementation of the Digital Contact Centre governed by the Department for Transport

• Bringing about cultural transformation for our colleagues and an experiential transformation for our customers, through a digital adoption/channel of choice approach, automation, and proactivity which in turn, defined the future business and operating model.

• Enhanced department’s revenue by 28% - formulated strategies and devised effective plans to increase profitability, control cost, and increase operational efficiency.

• Created a strategic framework to protect performance and engage key stakeholders from all departments and functions.

• Implemented a customer welcome experience and tiered value offerings increasing satisfaction and reducing attrition. Removed 18 FTE whilst increasing staff satisfaction by 16%.

• Rolled out a 80 FTE homeworking pilot that quickly benchmarked favourably vs. BAU and gave operational benefit.

• Reduced Telephony volume by c30%, migrating a large proportion onto ChatBot/ WebChat services.

• Improved abandoned calls to 3%, improved forecasting variance from 18% to 5%, increased satisfaction to 91%.

• Oversaw the creation and roll out of a succession planning model across the site that is now being implemented across other First Group divisions.

• Led a programme of work across the site that reduced Super Detractors by over 30%.

• Introduced innovative methods of Root Cause Analysis and advisor coaching and development support.

• Member of the Avanti West Coast on-boarding transformation team (replaced Virgin Trains, largest change in Rail for over 30 years.

Better Self: Mindfulness, Emotional Intelligence and learning from the experts at Towergate

Better Teams: Team effectiveness and looking at the building blocks of a high performing team

Better Business: Combines all elements including decision-making and innovation.

IT Skills: MS Office Suite including Advanced Excel and Presentation software, bespoke software, SharePoint, Box.

8 GCSE’s (A*-C)