Lee Brooks

Background

About Lee Brooks

Personal Profile Senior Manager with over 25 years experience recruiting, managing and developing teams to deliver a range of services and projects in commercial and charitable organisations, for clients in retail and public sector. Delivering outsourced contact centre solutions, procuring and managing contact centre technologies (Product Manager) and contract managing suppliers. A team player with a track record for delivering projects, achieving targets and improving processes. Successfully led the change from face to face service delivery to remote working for services in 250 offices. A contact centre professional who is loyal and hardworking, delivering change and service improvements to the organisations I work for and with. An open and transparent manager who develops his team creating well motivated and team focused achievers. Able to adapt to changing environments and thrive, leading by example. Currently seeking a new role at Senior Management level within an organisation committed to contributing to improvements for the communities in which they operate. Wanting to manage and develop a team of like minded individuals who will implement changes to improve services for customers, delivering value and great service. KEY SKILLS Management of multidisciplinary teams across multiple locations. Responsible for stakeholder engagement and relationship building with key service users and funders Procuring, designing, implementing and developing a virtual contact centre used by 240 Citizens Advice offices, accessed by over users. Inspiring Leader Award at Citizens Advice Staff Conference 2018 Initiated a strategy to migrate all Citizens Advice services to be delivered remotely during the pandemic, and implemented this strategy, ensuring service continuity for over 3 million clients. Managing the telephony architecture, improving service delivery through problem identification, testing of fixes and release management.