Norman Huckerby's Email Addresses & Phone Numbers

📖 Summary

A highly successful Interim Manager, Coach, Customer Services Consultant, Training Manager and Trainer with proven expertise in the Leadership of Operational Turnarounds, Efficiency and Effectiveness Improvements and Business as Usual management With expertise in P&L Management, Change Management, Project Management, Competency Based Recruitment, Training and Coaching, Norman has a track record of building highly motivated teams and creating Operations that deliver. EDUCATION & ACCREDITATIONS MBA - Open University Business School Advanced Management Programme - I.M.E.D.E - Geneva BSc (Hons) Computer Science - Staffordshire University CMICS - Companion Member of Institute of Customer Service M.C.M I.- Member of Chartered Management Institute F. Inst L.M - Fellow of Institute of Leadership & Management PUBLICATIONS Competency Based Interview Skills (CBI) - (e-book) Competency Based Assessment Skills (CBA) - (e-book) The Essential Project Management Handbook - (e-book) SPECIALITIES Interim Management, Change Management. Customer Service Improvement Consultancy Utililities, IT & Telecom Sector Expertise Leadership and Coaching in Customer Service Training Management Training Design and Delivery NLP Training & Communication Skills Training Customer Services Training & Consultancy Executive Coaching MentorOwner - Jupiter Interim Management @ A very experienced Interim Manager specialising in Customer Services, Training and Change / Project Management. Provides Interim Management and Management Consultancy services primarily within the Telecom, Utilities, IT and Learning sectors. Developed and delivered a wide portfolio of training courses including Project Management, Management Skills, Customer Service, NLP and Effective Communication Skills. Provides Management Consultancy and Executive Coaching From July 1997 to Present (18 years 6 months) Interim Technology Trainer @ Developed and delivered in-house training programmes for large scale deployment of laptops and advanced intelligent smart-board systems. From December 2014 to March 2015 (4 months) Interim Area Training Manager - Pearson in Practice Technology @ Responsible for the management of IT apprenticeships in the South of England including four training centres, their managers, trainers, assessors and administrators Responsible for the performance of 15 trainers and the success of 200 - 300 learners per annum From August 2011 to May 2013 (1 year 10 months) Owner @ Profit-Through-Service is an independent management consultancy specialising in improving the performance of customer service operations and in delivering increased profits to organisations. From November 2010 to August 2011 (10 months) Partner @ Synatus is a group of senior level consultants and interim managers with a broad range of skills and sector experience. We work with organisations varying in size between multi-national and local small-to-medium sized companies. Our virtual structure results in minimal overheads so we deliver best value for money to our clients. From August 2010 to August 2011 (1 year 1 month) Interim Change Manager @ Client / Remit Spark Energy, a national domestic energy supplier, specialises in providing energy to the UK lettings sector. They had out-grown their existing systems and processes and this was inhibiting customer acquisition and billing capabilities. They brought me in to manage their Utility Registration and Billing systems migration programme and associated business process changes. Actions Mapped and fully documented the existing organisation wide business processes. Devised, mapped and documented more efficient and effective replacement processes Engaged and managed key stakeholders. Devised and maintained project plans Developed user training documentation Selected, trained and coached “user project champions”. Managed User Acceptance testing Achievements Project managed the successful introduction and handover of the new systems. Revised the key business processes, developed and managed the employee systems and process training programmes. From May 2009 to October 2009 (6 months) Interim Customer Experience Director @ Client / Remit BizzEnergy, a national energy supplier provided energy primarily to the SME business sector. They contracted with me to provide first class customer experiences at all touch points across the business, to provide inspirational leadership of the customer service directorate and to continue with the quality improvements I had made the previous year. Actions Analysed the reasons for customer complaints & high call propensity Developed excellent working relationships with Energywatch and the Energy Ombudsman Project managed the organisational and process related changes relating to the CEAR Act Hired, coached and developed an outstanding team of managers and advisors Devised Balanced Performance Scorecard and Competency Based Assessment methods Improved the quality of company wide customer communications & introduced “Brand Personality” Specified and designed a world class web-based self service offering Managed process and organisational changes for the launch domestic supply Achievements Successfully completed converting a poor performing contact centre into an excellent operation. Drove down customer complaints & reduced propensity to call by 50%. Received a commendation from the energy watchdog and ombudsman for improvements made Appointed as the gatekeeper and ambassador for all company wide external communication Through self-service, further reduced contact propensity and improved customer satisfaction. From March 2008 to February 2009 (1 year) Worcester, United KingdomInterim Head of Customer Services @ Client / Remit BizzEnergy, a national energy supplier provided energy primarily to the SME business sector. They were lacking clear customer service leadership, were delivering poor customer service, had a major employee morale problem, were inefficient and suffered from a poorly designed customer service operation. They brought me in to affect a major turnaround of the Customer Service Operation. Actions Managed poor and disruptive performers out of the organisation Remodelled the organisation to include “blended” contact management and proactive large account and Early Customer Life management Devised and implemented competency based assessment centres for new hire selection Recruited high quality customer service advisors and service account managers. Devised and implemented new KPIs and management reporting systems. Implemented customer satisfaction sensing mechanisms Achievements Build a high performing and high morale operation that delivered significantly improved levels of service quality, customer experience, productivity and effectiveness. Reduced repeat customer contacts and improved customer satisfaction Reduced annual staff attrition from 20% to 5% From March 2007 to February 2008 (1 year) Interim Training & Development Manager @ Client / Remit EasyNet are a major supplier of Internet Services and owner of a national fibre optic network. During my tenure, BSkyB acquired them They contracted with me to provide clear training and development leadership, to improve their new-hire training programmes, and latterly to train Sky engineers in wireless internet router installation in domestic homes. Actions Defined, developed and delivered a range of broadband training programmes for technical support advisors, managers and over 40 newly recruited customer service staff. Designed and delivered communication skills, management skills & problem diagnosis courses. Coached all new staff during their first 2 weeks in their roles Developed and delivered Sky engineer training programme for the “Home Installation” of ADSL broadband. Achievements Radically improved the overall effectiveness of new recruits to the contact centre whilst reducing the time to become effective from 6 weeks to 3 weeks. Oversaw the effective and successful rollout of the Sky engineer programme From September 2005 to June 2006 (10 months) Interim IVR Strategy Consultant @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. Having successfully undertaken a number of interim assignments with T-Mobile already, they asked me to come back to undertake a thorough review of their current IVR features and performance, and to recommend and drive improvements in line with worldwide Best Practice approaches Actions Conducted analyses of competitive Touch-Tone and Voice Recognition systems Researched and made recommendations on multi-language interfaces Recommended improvements to management reporting systems Developed improvements and additional functionality to improve self-service capability Achievements Developed a best practice guide to steer T-Mobile (UK) towards developing effective enhancements to their future IVR platforms From April 2005 to June 2005 (3 months) Interim Training Strategy Consultant @ Client / Remit BT Mobile are a major provider of mobile telecommunications services. They contracted with me to provide consultancy on the effectiveness of their Mobile Service Advisor induction-training programme. Subsequently they asked me to develop & further training programmes. Actions Evaluated & improved the existing 3-week advisor induction programme. Developed and trained-out Blackberry support training programmes. Developed MVNO (Mobile Virtual Network Operator) migration training programmes Achievements Made significant improvements to the quality of existing training programmes Architected Blackberry training and facilitated the smooth transition of MVNO clients From July 2004 to September 2004 (3 months) Interim Management Consultant @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. They contracted with me to develop a set of recommendations for change and improvement to their “Service Development” organisation Actions Conducted in-depth Interviews with over 60 group members and other departmental stakeholders Performed a thorough analysis of statistically significant issues & strengths Developed a comprehensive report including recommendations for action, change and organisational improvements Achievements Provided an in-depth analysis of existing organisation strengths, weaknesses and morale issues with recommendations for improvement that the head of department was able to use as a platform for change and quality improvement From June 2003 to August 2003 (3 months) Interim Change Manager @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. Having handed over my operational responsibilities to the appointed permanent head of TDMS, they asked me to continue with the implementation of my 3-year Strategic Plan Actions Gained agreement with the Network Operations function to release advanced diagnosis and problem resolution tools to the customer service function Introduced the new tools and processes to improve the resolution of more complex call types within the TDMS organisation Achievements Improved first call resolution and problem resolution time. Guided the organisation through to successfully gaining IITT accreditation From January 2003 to April 2003 (4 months) Interim UK Technical Support Manager @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. Having developed the strategy and the architecture for the new TDMS organisation, the customer service director asked me to take on operational responsibility for creating and managing the new organisation of 250 technical call centre staff. Actions Converted the strategy documents into easily understandable slide and handout materials Designed and ran a national multi-site road-show to communicate the vision and strategy to all technical support staff and senior contact centre managers Assessed, recruited, managed and coached operations managers & team managers Resolved significant, previously hidden, employee issues Finally coached the permanent appointee into the role Achievements Designed and managed an organisation that delivered excellent technical support services. It is still present, little changed and effective in 2010 . From February 2002 to December 2002 (11 months) Interim Management Consultant @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. Having handed over my business customer care responsibilities to a permanent member of staff, they contracted with me to develop a 3-year strategy for UK Technical Support and an organisational structure to support this. Actions Analysed the current capabilities and anticipated future requirements related to GSM, GPRS and UMTS (3G) technology support Developed a plan for process change, technical and interpersonal skills development and diagnostic tools development to support the analysis Designed an integrated technical support organisation that I named TDMS Achievements Set out a long-lasting architecture for an efficient and effective support organisation to provide excellent 2nd line and 3rd line technical support to T-Mobile staff and customers. From October 2001 to December 2001 (3 months) Interim Head of Business Customer Care @ Client / Remit T-Mobile are a major worldwide mobile telecommunications service provider. At the time, the Business Customer Care (B2B) organisation in the UK was delivering mediocre service to major account customers and this was causing concern to the service director He contracted with me to manage and to improve the performance of the organisation Actions Closely managed and coached the organisation of 70 advisors and their team leaders Resolved on-going disputes with major account customers Achievements Significantly improved the morale and motivation of the workforce. Drove improvements in business customer satisfaction to the 1st position in the UK and improved major account retention From March 2001 to September 2001 (7 months) Interim Management Consultant @ Client / Remit ntl were a major international fibre optic backbone network supplier and Internet Service provider – now part of Virgin Media They contracted with me to manage a variety of projects and programmes to enhance the quality of, and satisfaction with, VISP services (Virtual Internet Service Provider). Actions Built close working relationships with the senior management of major VISP Brought the projects back on track Achievements Brought the projects to a successful conclusion in terms of quality, cost and time metrics Radically improved the quality of service and satisfaction of “Virgin.Net” and “Which Online” VISP From April 2000 to September 2000 (6 months) Management Consultant @ Provided management consultancy and training to a variery of clients including - Heidelberg (Germany), Cable & Wireless, Vodafone, Sony, Police Service, I.G.E.R, Capita, Compass, Fire Service, Sybase, Mobifon (Romania), NACAB, Activities Development & Delivery of a range of management & project management training programmes Development of a new service strategy Management of the selection & recruitment of over 100 call centre staff Training & Coaching of call centre staff Management of employee Assessment Centres & Development Centres From July 1997 to March 2000 (2 years 9 months) Customer Service Director @ Remit Board director of Customer Service of Linotype (U.K.). They recruited me to revitalise the Customer Services organisation, implement modern management practices, grow the business and improve quality. Achievements Developed a high profile customer service image within the market place. Re engineered and heavily promoted new brand image and new integrated services portfolio. Developed & implemented services sales & marketing & national call centre. Achieved new service sales of 31% p.a. Improved profitability by 50%, improved Customer Satisfaction. From June 1995 to June 1997 (2 years 1 month) UK Customer Services Manager @ Strategic appointment accountable for the success of the Customer Services Division with a primary focus on Business Development, Profitability Improvement, Organisational Development and Quality Improvement. From June 1993 to June 1995 (2 years 1 month) UK Hardware Product Services Business Manager @ Accountable for 1 to 3 year development and profitability of U.K and European businesses of £170 Million and £350 Million turnover respectively. *Instigated and drove new product introduction and business growth initiatives. Achieved profit goals each quarter. *Managed the development of a new Quality System and work practices in readiness for ISO 9001 certification. *Set up processes to ensure compliant pricing and portfolio across the EC. Qualified as Internal Quality Auditor. From June 1991 to June 1993 (2 years 1 month) North UK Customer Operations Manager @ Accountable for North U.K Territory Services Revenues and Services Account Management of Strategic Accounts. *Built and managed a group of 40 Service Salespeople and Account Managers. *Delivered revenues of £56 Million at 106% of budget, with the top U.K Strategic Customer Satisfaction rating, and improving the territory's European standing from 24th to 7th place. From June 1988 to June 1991 (3 years 1 month) MBA, Strategic Management, HR, Creative Management, Marketing, Finance @ Open University Business School From 1991 to 1995 BSc (hons), Computing Science @ Staffordshire University From 1970 to 1974 Norman Huckerby is skilled in: Change Management, Executive Coaching, Interim Management, Coaching, Telecommunications, Customer Service, Training, Leadership, Business Transformation, Stakeholder Management, Service Delivery, Customer Experience, Outsourcing, Performance Management, Business Process Improvement