Tim has 13 years of experience across Retail and Public Sector of Customer Service operations, developing outsourcing partnerships and delivering digital transformation. Tim was until early 2015 the Outsource Services Director at Shop Direct responsible for their non-merchandise supplier strategy and outsourcing programme covering over 700 suppliers and partners with total spend in excess of £400m.
During his time at Shop Direct Tim spearheaded the outsourcing of customer contact services, the largest BPO deal completed in 2012. He led that relationship over the first 2 years focused on delivering transformation of the operation with offshoring to multiple geographies and introduction of a digital service proposition. Prior to this he was responsible for the programme to integrate the Contact Centre operations from 2 former businesses and subsequently developing the CC operations through a variety of technology implementations and re-shaping of the operating model which involved rationalising of the Contact Centre estate, closing multiple sites.
Prior to joining Shop Direct Group Tim spent almost 20 years in the public sector at the Department for Work and Pensions where he: led the set up of a welfare reform programme; worked in policy, technology, organisational and operational change projects across various parts of the organisation. During this time Tim was responsible for establishing and leading virtual Contact Centre operations first as Pension Credit Director at The Pension Service and then as Group Manager at Jobcentre Plus, including delivery of operational performance and transformation.Tim