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Practice Manager
Martin fox-cooper
,
Burton Latimer, United Kingdom
Experience
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I'm offering
An experienced Practice / Operational manager with experience of developing, evolving, troubleshooting and managing Customer focused environments in both regulated and non-regulated environments (including Call Centres). A conscientious individual with the ability to demonstrate a high degree of passion for delivering Customer Service including front line (Contact Centre) and back office (Administration) support. Including project management and implementation of quality standards (rewarding for the right behaviours) The corner stone of this ability, to develop direct reports and to instil on team members to deliver an empathetic approach to customer service and getting it right first time. Being able to encompass all HR functions, including, Recruitment, 1-2-1’s, appraisals, disciplinary, performance Management. Ensuring that single points of failure were eliminated, through knowledge sharing and Standard Operating Practices. Challenging embedded attitudes and behaviours to facilitate efficient and cordial working environments. Promoting a pragmatic view on situations, that are emotionally challenging. Having a strong flair to being able to multitask and manage several initiatives at once. Utilising life skills to offer a realistic approach to relationship building, team management, staff development, support and the championing of the department. Including recognising and mentoring the next generation of customer service specialists and management, through training, mentoring and empowerment.
Having developed, managed and launched national Customer service operations not only through training and motivation of the advisors; but through utilisation of multi channel opportunities. The full utilisation of telephony / CRM software is key to any Customer Service operation continuing to be efficient offering a seamless customer journey. Championing change management through not necessarily working harder, but smarter. (People + Relationships = Results). By utilising these abilities, I was able to forge strong client relationships with a number of blue-chip clients, including national financial institutions and local authorities.
Having developed, managed and launched national Customer service operations not only through training and motivation of the advisors; but through utilisation of multi channel opportunities. The full utilisation of telephony / CRM software is key to any Customer Service operation continuing to be efficient offering a seamless customer journey. Championing change management through not necessarily working harder, but smarter. (People + Relationships = Results). By utilising these abilities, I was able to forge strong client relationships with a number of blue-chip clients, including national financial institutions and local authorities.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Full time contractor
Available
My experience
2020 - ?
temp
Cashier
Fairhurst Menuhin Solicitors.
(Temp Contract)
2018 - 2020
job
Office / Operations Manager
Miller Sands Solicitors.
Managed a small legal practice, on the outskirts of Cambridge, with a head count of twenty. The responsibility of the role is the management of all aspects of the business, except for technical legal management, which is the responsibility of the relevant
section head. The duties include (but not exclusively):
• All financial Management (including tax and VAT submissions)
• Compliance with the Solicitors Accounts rules
• Compliance with current Law Society regulations and keeping up to date with any changes
• Health and safety compliance
• Human resources compliance (including re-writing employee handbook / Procedure Manual)
• Infrastructure (Building, IT etc) management.
• All supplier management and contract re-negotiation and adherence.
• COFA (including investigation and breach recording)
• Supporting the MLRO
• Change management
• Working towards Lexcel Accreditation
• Supporting the COLP
• Working closely with the accountants for financial and SRA audits.
• MI reporting
section head. The duties include (but not exclusively):
• All financial Management (including tax and VAT submissions)
• Compliance with the Solicitors Accounts rules
• Compliance with current Law Society regulations and keeping up to date with any changes
• Health and safety compliance
• Human resources compliance (including re-writing employee handbook / Procedure Manual)
• Infrastructure (Building, IT etc) management.
• All supplier management and contract re-negotiation and adherence.
• COFA (including investigation and breach recording)
• Supporting the MLRO
• Change management
• Working towards Lexcel Accreditation
• Supporting the COLP
• Working closely with the accountants for financial and SRA audits.
• MI reporting
Change management, Writing, Operations, Human Resources, Operations manager, Management, Compliance, It, Safety, Infrastructure, Health, Office, UP, Manager
2015 - 2016
job
Practice Manager (FTC)
Hannah Solicitors.
Reviewing all business functions including a one hundred and thirty seat call centre and putting in place robust process and automation to ensure constancy and eliminate single points of failure. Reviewing P&L and lead generation including marketing activities. Ensuring that all processes and procedures are compliant with the SRA and Law Society guidelines. Acting as the first point of escalation for customer expressions of dissatisfaction including dispute resolution.
• Managing day to day activities of the Solicitors
• Developing Customer Contact Strategy and Call Handling for Hannah Corporation.
• SRA Regulated Manager
• Payroll Submissions
• CQS and Panel Firm Management
• Ensuring compliance with regulatory bodies
• Client relationship
• COFA
• P&L
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
• Implementing Operational improvements via project Road maps and ensuring delivery against targets.
• Working towards implementing Standard Operating Practices (SOP's)
• Project launches
• Managing day to day activities of the Solicitors
• Developing Customer Contact Strategy and Call Handling for Hannah Corporation.
• SRA Regulated Manager
• Payroll Submissions
• CQS and Panel Firm Management
• Ensuring compliance with regulatory bodies
• Client relationship
• COFA
• P&L
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
• Implementing Operational improvements via project Road maps and ensuring delivery against targets.
• Working towards implementing Standard Operating Practices (SOP's)
• Project launches
Marketing, Performance Management, Automation, Management, Recruitment, Compliance, Regulatory, Processes, Manager, CQS
2014 - 2015
job
Contact Centre Operations Manager (Maternity Cover)
National Accident Helpline.
Managing a one hundred and twenty head Call Centre, via six team Managers. Ensuring adequate resourcing and productivity targets are achieved. Constantly reviewing service level adherence, quality and team performance. Mentoring the team managers to help them achieve their teams targets and personal development.
• Implemented call monitoring (live and recorded) increasing customer satisfaction by 10%
• Reduced absenteeism / churn by 5% through empowerment and recognition
• Reviewed and revised team bonuses to reward the right behaviours.
• Worked closely with the L&D department to ensure consistency of training.
• Implemented call monitoring (live and recorded) increasing customer satisfaction by 10%
• Reduced absenteeism / churn by 5% through empowerment and recognition
• Reviewed and revised team bonuses to reward the right behaviours.
• Worked closely with the L&D department to ensure consistency of training.
Operations, Training, Mentoring, Operations manager, Service, Monitoring, Development, Empowerment, Manager
2014 - 2014
job
Quality Administrator
Carlsberg UK.
(Fixed Term Contract)
Supporting the Quality Assurance Manager, within the Brewery, to develop and document standardised operating practices and creating SAP instruction manuals.
Supporting the Quality Assurance Manager, within the Brewery, to develop and document standardised operating practices and creating SAP instruction manuals.
SAP, Quality Assurance, Administrator, Manager
2013 - 2014
job
Project Manager (Consultancy)
Bosch UK.
Co-ordinating the shutdown of the UK operations, for relocation to Europe. This included the writing of operational procedures and training manuals, documentation disposal and data validation. Ensuring that the relocation was seamless and did not impact on the delivery the service offered to customers.
Project Manager, Writing, Operations, Training, Service, Manager
2013 - 2013
job
Operations Manager (Consultancy)
Charis Grants.
Managing the Call Centre and back office function for a small to medium size business responsible for the administration of the government Warm Home discount schemes for four of the big energy providers.
Administration, Operations, Operations manager, Office, Energy, Energy, Manager
2012 - 2013
freelance
Operations Consultant (Consultancy)
Medigold Health.
Managing the Call Centre and back office function for a small to medium size private occupational health company.
Operations, Health, Office
2009 - 2012
job
Service Operations Manger
Ricoh UK.
Managing a team of fifty-three members within a multimillion-pound Service Support Operation (including Sales order processing, Contract processing, Invoicing and inbound call activity). Focusing on enhancing customer experience, through attention to detail and service delivery. Liaising with senior managers, both internally and externally. Ensuring that all processes were seamless and constantly reviewed, to ensure that technologies were utilised to their full extent. Ensuring that SLA's and accuracy were maintained to a high standard (Including order processing and pricing requests)
Achievements.
• Restructured and motivated the Service Operations Team, on the back of process reviews. Maximised efficiency's. Through the utiilisation of Kaizan lean process methodologies.
• Re-focused and trained team members, turning around negative and counterproductive attitudes.
• Implemented workflow SLA's and daily monitored to ensure compliance, including root cause analysis (where necessary).
• Motivated the team, to ensure a cohesive operational unit.
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
• Implemented a compliant / query SLA of five working days.
• Developed the member's into a cohesive unit, which enhanced the customer's experience. Including resource allocation, attendance management, six monthly PDR's, team members support and recruitment.
• Devised and implemented short, medium and long term goals, for the team.
• Implemented team metrics to provide performance and trends.
• Developed and maintained close working relationships with other areas of the business, to improve process's and review performance. Including marketing activities and sales initiatives.
• Worked with other internal team leaders to review their team's performance and suggest remedial activities.
• Responsible for new client launches, review meetings and acted as the primary point of escalation for all queries.
• Reduced complaint resolution to an average of 5 working days, contract set up to three working days and quotations to one day.
Achievements.
• Restructured and motivated the Service Operations Team, on the back of process reviews. Maximised efficiency's. Through the utiilisation of Kaizan lean process methodologies.
• Re-focused and trained team members, turning around negative and counterproductive attitudes.
• Implemented workflow SLA's and daily monitored to ensure compliance, including root cause analysis (where necessary).
• Motivated the team, to ensure a cohesive operational unit.
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
• Implemented a compliant / query SLA of five working days.
• Developed the member's into a cohesive unit, which enhanced the customer's experience. Including resource allocation, attendance management, six monthly PDR's, team members support and recruitment.
• Devised and implemented short, medium and long term goals, for the team.
• Implemented team metrics to provide performance and trends.
• Developed and maintained close working relationships with other areas of the business, to improve process's and review performance. Including marketing activities and sales initiatives.
• Worked with other internal team leaders to review their team's performance and suggest remedial activities.
• Responsible for new client launches, review meetings and acted as the primary point of escalation for all queries.
• Reduced complaint resolution to an average of 5 working days, contract set up to three working days and quotations to one day.
Service, UP, Service Delivery, Processes, Processing, Detail, Support, Workflow, Compliance, Marketing, Recruitment, Sales, Management, Lean, Performance Management, Customer experience, Operations
2005 - 2009
job
Operations Manager
Shoosmiths Solicitors.
Managing the financial hub of a multimillion-pound debt recovery practice group. The Operations team is responsible for all back-office support (including payments, invoicing, reporting and compliance) as well as ensuring customer satisfaction within the remit of the terms of engagement, Solicitor Account Rules (Law Society) and within the terms of the finance agreement with the particular lenders. Dealing, in the main, with vulnerable customer an ethos of quality rather quantity was paramount. Ensuring that both staff retention and absenteeism were kept to a minimum. Creating a 'face' for the practice group, handling the multi channel customer enquiry line. Becoming the primary point of contact for all queries and requests.
Achievements.
• Recommended the structure and format for a new support operation, on the back of process changes within the practice group.
• Reviewed call quality on a weekly basis, to ensure that an empathetic and active call listening approach was adopted.
• Implemented both call and administration SLA's, to increase customer satisfaction to a target of 90%.
• Invited to form the Operations team in early 2006 with six members of staff. The current staffing levels of sixty four Staff plus three team leaders.
• Reduced the error rate from 6 % to an average of 0.5%.
• Implemented telephone protocol, including a 85% response rate and scripting (where necessary)
• Implemented a paperless scanning operation, to ensure not only a more environmentally friendly Operation but ensuring increased data security for customer / client information.
• Negated breaches in legal compliance.
• Reviewed and wrote a high-level process document, including SLA's and contact details, for the internal clients. This was a step by step guide to the process's and working SLA's. This was implemented across three sites and was a crucial part in the smooth running of the Operations Team and practice group.
• Developing and implementation of standard working practices across the sections, implementing change management / continuous improvement where necessary.
• Ensured that all team members had clear objectives, training and support (where necessary) to ensure they were fully equipped to fulfill their job requirements.
• Ensured that a comprehensive 'Bible' was created and maintained with easy step-by-step instruction for each process within the section, for the team members to refer to.
• Instigated a coaching program, where one team member per area would be responsible for training new starters and briefing out process changes.
• Worked closely with internal and external customer to ensure best practice and customer satisfaction.
• Responsible for new client launches, review meetings and acted as the primary point of escalation for all queries.
• Worked closely with other senior managers to review the performance of their legal teams
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
Achievements.
• Recommended the structure and format for a new support operation, on the back of process changes within the practice group.
• Reviewed call quality on a weekly basis, to ensure that an empathetic and active call listening approach was adopted.
• Implemented both call and administration SLA's, to increase customer satisfaction to a target of 90%.
• Invited to form the Operations team in early 2006 with six members of staff. The current staffing levels of sixty four Staff plus three team leaders.
• Reduced the error rate from 6 % to an average of 0.5%.
• Implemented telephone protocol, including a 85% response rate and scripting (where necessary)
• Implemented a paperless scanning operation, to ensure not only a more environmentally friendly Operation but ensuring increased data security for customer / client information.
• Negated breaches in legal compliance.
• Reviewed and wrote a high-level process document, including SLA's and contact details, for the internal clients. This was a step by step guide to the process's and working SLA's. This was implemented across three sites and was a crucial part in the smooth running of the Operations Team and practice group.
• Developing and implementation of standard working practices across the sections, implementing change management / continuous improvement where necessary.
• Ensured that all team members had clear objectives, training and support (where necessary) to ensure they were fully equipped to fulfill their job requirements.
• Ensured that a comprehensive 'Bible' was created and maintained with easy step-by-step instruction for each process within the section, for the team members to refer to.
• Instigated a coaching program, where one team member per area would be responsible for training new starters and briefing out process changes.
• Worked closely with internal and external customer to ensure best practice and customer satisfaction.
• Responsible for new client launches, review meetings and acted as the primary point of escalation for all queries.
• Worked closely with other senior managers to review the performance of their legal teams
• All HR functions including, Recruitment, 1-2-1's, appraisals, disciplinary, performance Management
Finance, Manager, Guide, Office, Retention, Support, Implementation, Security, Compliance, Recruitment, Change management, Management, Operations manager, Continuous improvement, Performance Management, Scripting, Training, Operations, Administration, Coaching
2003 - 2005
job
Call Centre Manager
Dataforce Limited.
Manager
2002 - 2003
job
Customer Service Manager / Assistant Commercial Manager
Stertil UK.
Customer service, Service, Service Manager, Manager
2001 - 2002
job
Call Centre Manager
unknown.
Manager
1991 - 1996
freelance
Financial Consultant
Pearl Assurance Plc.
1987 - 1991
job
Bus and Coach Company
Midland Fox Ltd.
Duty Manager.
Coach, Manager
My education
n/a
Certification, English Literature
Certification, English Literature
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