Leigh Davenport Email Address

Head of Customer Services

We are a specialist property and infrastructure business that delivers solutions and creates value for clients. We provide a unique blend of services and expertise working across the public and private sectors. \r\n\r\nWe are part of Capita plc, the UK's leading provider of integrated professional support service solutions.\r\n\r\nTo view our career opportunities please visit our website

I am a highly effective people and process oriented senior manager with a strong focus on profitability and customer experience. I have a wide range of experience in service management, operations and sales. I am equally comfortable in customer facing roles at all levels and in both public and private sectors. I get the very best performance from people and teams by understanding their abilities and motivations and tailoring their development needs to meet organisational objectives and goals. I am proud to be known for being principled, ethical and fair, whilst being seen as a high achiever, who people enjoy working with and for. I have always exceeded my personal and business targets and am highly motivated by any challenge. Current Career Highlights -Implemented and published measurement metrics which quickly highlighted companywide bottlenecks and pinch points, thereby gaining operational and divisional stakeholder buy-in to resolve, which allowed us to be the best in class-Identified and plugged skills gaps as and where needed and implemented succession plans at all levels-Implemented ISO 9001 and ISO 27001 accreditations -Undertook technology refresh project that involved replacement systems (CRM, Service desks, internal MIS functions and telephone technology)-Implemented culture change programme to become customer centric and improve customer experience-Implemented new web based self service order and case management technology, -Currently receiving between 12,000 and 29,000 incidents across our service desks on a monthly basis, FTF rate running in excess of 72% with self-service incident logging running at circa 65%-Manage remote teams of technical specialists, software consultants, training consultants and Service Desk infrastructure delivering over £12m worth of revenue-Managed our international Service Desk and offshore infrastructure encompassing Europe and India