Ed Hardy

Branch Manager for a company supplying reactive maintenance to Housing Associations and Councils. Leading on the Customer Service provision offered to clients served from both the head office and Birmingham branch. Focussed on B2B and B2C and ensuring that the front line contact offered to our clients customers is fed back appropriately enabling continual improvements service for our clients and ourselves. Managing a team providing a customer facing service for reactive and planned maintenance.

Managing the front line customer service functions of the Housing Association including Reception, Call Centre and Administration teams. Successfully leading on implementing reactive change based on customer feedback and proactive change through benchmarking and best practise.

Selling loans, credit cards, insurance and utilities to LTSB customers. Excellent 9 month training on selling techniques.

Interim role - Leading a team of call centre staff offering a reactive service to all Pertemps branches within the UK experiencing computer based issues.

Successfully carrying out a fixed term contract in order to address a severe backlog of security checks on individuals working with young children. Managing a team leader and administration team, implementing methods and processes to streamline working practises while ensuring that internal pressures affecting workforce are minimised through negotiation with internal managers.

Managing a team of up to 30 staff handling queries on one of the biggest databases in Europe. Reactive and proactive methods utilised to identify data quality issues. Trained as internal auditor to aid the introduction of the ISO9001 principles into the company. Leading a pilot benchmarking exercise comparing processes with Severn Trent.