Alice Godfrey , Richmond, United Kingdom

You’re a fast growing company whose customer service team is getting busier as you get more customers! It’s essential that the team is set up to be efficient, effective and, most importantly, scalable.

I’m a customer service and contact centre specialist in the areas of leadership, training and development, process efficiency and structure building, with experience in both public sector and the startup world.

I am hugely passionate about customer service and the people in customer service teams.

Examples of previous projects

Improving performance management processes
Implementing new and effective training materials and policies
Restructuring multi-language and channel teams to improve efficiency
Developing seniors/team leaders into managers
Increasing recruitment efficiency by implementing assessment centres and workshops
Centralisation of vast amount of training documents into an online platform
Maintaining service across multiple office moves
Improving quality of service in non-English speaking teams

I am forever optimistic, I believe positivity plays a huge part in creating a successful customer service team. I’m not afraid to muck in, it’s vital to spend some time speaking on the phone to customers to understand the brand. And I’m proud of my ability to make your customer service teamwork better for you, the customer and the staff.

Feedback from a COO I worked with recently; Alice joined our company at a point of inflection. Alice led, helped and supported the CS team to move from a small cross-functional contact centre team supporting many different aspects of the business to an organisationally mature and structured contact centre that was prepared for the growth that we experienced over the following years. This transition required a change in staffing, processes, operating hours and management. Alice designed and implemented guidance and protocols for the team, and helped to coach the fledgling managers into leaders of their respective areas.

Feedback from one of my direct reports who I developed into a manager; Finding better ways of doing things is a skill, doing it whilst utilising the systems you already have and not spending more money is even better. Under her management the team met service level every month in 2017 - this had never been done before and is demonstrative of not only the ideas that she brought to fruition, but also her positive impact on the team. One of a manager's greatest achievements is to have members of their team promoted internally or externally. Aside from the numerous individuals who were internally promoted, Alice helped me refine and develop my skills which led to me becoming a senior officer and then a manager.

And a text from a team member when I left the company; You are a fantastic boss, and your work ethic and caring makes me want to work harder and do better.

I’m very proud of that last one!