Welcome to this week’s episode of The Mindset Mentor Meets Podcast which hears Angela interviewing Mark Billingham, Group CX Director and COO Financial Services at Very Group.
About our guest
Mark currently works at The Very Group, the UK’s largest integrated online retailer and financial services business which owns very.co.uk and littlewoods.com. He has had a varied career spanning 15+ years across Operational Management, Transformation and Customer Experience. In both 2018 and 2019 the Very Group (Shop Direct), under Mark’s leadership, were recognised as industry leading at the European Call Centre awards for their Customer transformation programmes. Previously, Mark has been responsible for major customer changes at British Gas and Vodafone, most notably as Customer Experience Director at Vodafone, improving TNPS by 70 points, first contact resolution by 20% points, reducing complaints by 60% and driving a 40% reduction in call volume. While at Vodafone Mark also led the implementation of AI (Tobi) and the growth of Digital Customer Service through webchat and messaging which now makes up over 40% of overall service.
About this show
Mark’s genuine passion for doing the right thing for customers shines through during this episode and he credits his people for providing customer service that delivers above and beyond.
He generously shares his proudest moments and the lessons he has learnt along the way and tells us how he uses his in-car commutes as a way to evaluate the day and prioritise for the next one, before decompressing with music so he can be fully present when he walks through the front door and takes on the role of Dad.
He shares his ethos for being positive and honest, particularly when things are tough and his down to earth approach is refreshing and open.
Mark’s believes having respect for people is key and it’s been the times when he has experienced leaders who don’t show respect that have driven him to get to the heights he has achieved. Mark shares his experience about a time when he was in the wrong role and frustrated with his performance, and how he believes that in that situation, it’s key to make a change.
An uplifting and inspiring half hour.
Keep in touch with Mark
You can link-in with Mark here
About the Host
Angela Cox, Mindset Mentor is an award-winning behavioural change life coach. She works with leaders and professionals helping them to stop being stuck, build the belief and unleash their absolute potential.
To find out more about working with Angela visit http://www.angela-cox.co.uk
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You can purchase Angela’s book, Enough here…