Open to opportunities

Heather Smith

@heathersmith3

Customer experience and contact centre leader with 23+ years improving KPI, CSAT, SLA delivery through data-led coaching.

United Kingdom

Message

What I'm looking for

I’m looking to lead a multi-channel customer experience or contact centre team where I can drive KPI/CSAT and SLA performance through coaching, real-time oversight, and data-led continuous improvement, while building talent and strengthening customer journeys.

I’m a Contact Centre & Customer Experience Operations leader with 23+ years’ experience leading high-performing customer service and technical support teams across multi-channel environments (voice, webchat, digital). I’m driven by improving customer outcomes and operational efficiency through data-led insight, structured coaching, and performance frameworks.

Across my roles, I’ve delivered measurable results—improving KPI performance by up to 30%, increasing customer satisfaction scores by 20%, improving SLA adherence and response times by 20%, and delivering a 25% uplift in engagement through CRM-led campaigns. I manage real-time operations, queue oversight, and performance management to keep service quality consistent.

I bring depth in complaint management and quality assurance, using root-cause analysis and quality monitoring frameworks to enhance consistency and reduce recurrence. I also create detailed reports and executive-level performance dashboards that highlight QA, CSAT, operational trends, and actionable improvement plans.

As a hands-on leader, I build capability through recruitment, onboarding, and tailored training design—plus coaching and leadership development initiatives (including “Stepping into Leadership”). I also support wellbeing as a Mental Health First Aider and use AI tools to streamline workflows while maintaining safe, compliant operations.

Experience

Work history, roles, and key accomplishments

Current

Client Communications Manager

Current

Bayfields Opticians

Jan 2025 - Present (1 year 3 months)

Led a contact centre operation at Bayfields Opticians, coaching advisors and team leaders to deliver KPI and SLA service performance targets. Improved engagement by 25% through targeted CRM campaigns and used QA/CSAT reporting to drive customer-journey improvements and better complaint outcomes.

Contact Centre Operations Complaint Management Quality Assurance QA CSAT Reporting Customer Journey Mapping AI Tools

Customer Service Manager

Sika Ltd

Aug 2024 - Dec 2024 (4 months)

Managed customer service operations at Sika Ltd, ensuring consistent SLA adherence and improving response times through coaching and workflow improvements. Handled complaint management, delivered training, managed HR processes, and produced KPI trend reporting for senior stakeholders to improve customer satisfaction.

SLA Customer Service Operations Coaching Workflow Optimization Complaint Handling Root Cause Analysis Recruitment support KPIs Training Delivery

Quality Customer Care Manager

BMW

Jan 2024 - Jul 2024 (6 months)

Managed escalated customer complaints at BMW and improved resolution outcomes by analyzing root causes of recurring issues. Implemented quality monitoring frameworks, supported HR case management, and coached managers and advisors using customer-journey mapping and detailed quality reporting.

Complaint Management Quality Assurance Root Cause Analysis Customer Journey Mapping Quality Reporting Coaching And Training HR Case Management

Regional Performance Manager

Samsung

Nov 2023 - Jan 2024 (2 months)

Supported regional performance across Samsung teams and locations using data-driven insights, reporting, and coaching to improve KPI delivery. Coordinated recruitment support, delivered training and development for managers and team leaders, monitored operational and sales performance, and provided Mental Health First Aid support.

Regional KPI Reporting Performance Management Recruitment support Training And Development Executive Reporting Continuous Improvement

Customer Experience Manager

Sky UK

Jul 2020 - Oct 2023 (3 years 3 months)

Led multi-channel technical support at Sky UK (voice, webchat, digital) for up to 15 technical support representatives and team leaders, ensuring SLA and KPI targets were met through real-time performance management and coaching. Supported the UK & Ireland Sky Glass rollout, improved customer journeys, delivered leadership training programmes, and managed HR processes while acting as a Mental Heal

SLA Management Performance Management Coaching and Mentoring Training Customer Journey Mapping Executive Reporting Digital Channel Management

Customer Excellence Manager

Business Watch

Oct 2018 - Jul 2020 (1 year 9 months)

Drove customer experience improvements and complaint-handling strategy at Business Watch using performance tracking, data analysis, and process enhancements. Managed HR activities including recruitment, training, and performance management, and produced operational reports to support leadership decision-making.

Customer Experience Complaint Handling Performance Tracking Data Analysis Process Optimization HR Management Recruitment Performance Management

Operational Contracts Manager

Yorkshire Water

Oct 2017 - Oct 2018 (1 year)

Managed operational contracts at Yorkshire Water to ensure SLA compliance and service delivery. Led efficiency improvements using data analysis and customer journey mapping, while overseeing HR activities including recruitment and staff development.

Contract Management SLA Service Delivery Team Leadership Data Analysis Customer Journey Mapping Workforce Planning Recruitment Staff Development Operational Efficiency

Sales & Provisioning Manager

Plusnet

Apr 2013 - Oct 2017 (4 years 6 months)

Led a 36 FTE sales and provisioning team at Plusnet, driving KPI performance through coaching, operational delivery, and structured training. Managed complaint handling and HR processes (recruitment and performance management) and used customer journey mapping to identify process improvements, supported by senior leadership performance reporting.

Sales Provisioning KPIs Coaching and Mentoring Complaint Handling HR Management Training And Development Customer Journey Mapping