Rebecca Price

Leading the Commercial Services Department, overseeing service delivery to customers within FMCG and supply chain industries across three commercial teams.

Key Responsibilities:

• Review and implement clear, accountable performance measures aligned with customer SLAs.
• Drive collaboration across commercial and operational departments to achieve exceptional service delivery and performance against business targets and objectives.
• Explore and implement digital services to enhance customer journeys and improve process efficiency.
• Implemented a new NPS/CSAT platform to enhance customer feedback and insights.
• Attend regular SLT meetings and present detailed reports on department performance.
• Maintaining and enhancing strong business acumen and commercial awareness to drive balanced decision-making.
• Oversee departmental budget and forecasting processes, aligning resources with strategic objectives and reducing financial variances.
• Contract and fee negotiation

Key Achievements:

• Secured investment in text analytics software, within the first months at IPP and led a project team through implementation
• Successfully transformed an underperforming team, driving consistent achievement of KPIs through targeted coaching, process improvements, and performance accountability

Established a restructured Customer Excellence Centre serving social housing clients, while overseeing the daily operations of the Fire, Electrical, and Valuations teams.

Key Responsibilities:

• Developed and implemented continuous improvement plans across operations, with a focus on optimised scheduling and improving first-time fix rates
• Conducted a full departmental assessment, leading recruitment and restructuring efforts where necessary.
• Designed and launched a digital KPI dashboard for real-time performance tracking.
• Launched a comprehensive training suite to support ongoing coaching and staff development.

Key Achievements:

• Led company-wide rollout of a complaint ticket system, streamlining issue resolution and accountability.
• Restructured the team, achieving a 47% reduction in workflow backlog within the first month and a 10% improvement in customer KPIs by the second month
  

Overseen a high-performing, multi-site, Premier Customer Centre (PCC).

Dedicated to building and maintaining strong, long-lasting client relationships by delivering full end-to-end service to the company's strategic customer portfolio, with individual annual spends ranging from £100K to £5 million.

Key Responsibilities:

• Led all multi-site centre operations, including recruitment, resource planning, budget management, and performance objectives/KPIs.
• Championed a culture of customer excellence and continuous improvement, driving revenue growth across the strategic account portfolio.
• Managed internal CRM systems and ensured SLA adherence across Omnichannel communication platforms.
• Enhanced customer surveying and implemented AI driven technology through the successful introduction of Qualtrics.
• Executive Reporting – Presented monthly operational performance reports to the Board.

Key Achievements:

• Promoted shortly after joining to Head of Premier Customer Service, in recognition of leadership and strategic contributions.
• Increased annual revenue by £5 million, growing the total portfolio value to £50 million.

Established a new Customer Experience Team (CET) alongside the existing Contact Centre, focused on reducing formal complaints, improving NPS/CSAT scores, and implementing robust data capture and reporting processes.

Key Responsibilities:

• Implemented and led a new CET, overseeing all day-to-day operations, including supporting the Customer Contact Centre management.
• Ensured 100% compliance with Housing Ombudsman regulations regarding complaint handling, including strict adherence to stages and timescales.
• Built and maintained strong relationships with contractors to ensure seamless and efficient service delivery
• Collaborated with an external 24-hour service provider, ensuring consistent performance and alignment with KPIs.
• Owned and coordinated emh's customer social media pages.
• Worked closely with stakeholders and supported a tenant-led 'Customer Experience Special Interest Group' on various projects.
• Analysed NPS, complaint, and avoidable call data to identify trends and insights through root cause analysis, driving improvements in first-call resolution
• Facilitated monthly leadership meetings, presenting performance data and implementing targeted action plans to enhance service delivery in priority areas.
• Attend and represent emh homes at Housemark events to gain insights into current challenges and exchange best practices across the industry.

Key Achievements:

• Delivered a 45% year-on-year decrease in formal complaint escalations through streamlined process improvements.
• CET recognised as an industry leader by Mpathy Plus (independent auditing body) and invited to present best practice models across the industry.
• Received a national award for outstanding performance and dedication in an advanced-level management apprenticeship.