James Easterbrook

Background

About James Easterbrook

In my 15 years in the customer service sector, the most valuable lesson learned is that great customer service is not about making the sale, it's about building relationships. 8 of those 15 have been in a management role where I take pride in leading by example, developing line reports and helping them connect with customers on a deeper level. I've always been fascinated by the impact that a single interaction can have on a customer's relationship with a company. In previous roles I focused heavily on customer experience, improving customer journey adjacent to the implementation of digital cheque & credit clearing within the Banking industry. Now at Ark-Handling, since January 2023, my focus has been on transformational leadership techniques, lean methodologies and call centre metrics, specifically to ensure multiple client SLA's are met. I set a positive performance focused culture within my teams, driving customer satisfaction and colleague motivation. Demonstrating an ability to recruit, mentor and motivate line reports by using encouragement and empowerment.