simon@korsholm.com
About Me
Work & Experience
EMED Group (Patient Transport Services) 11/03/2025 - 02/04/2026
CONTACT CENTRE TRANSFORMATION SPECIALIST
- Developed a 12-18 month transformation strategy for 11 contact centre sites providing essential support to patient transport services for multiple UK-wide NHS Integrated Care Boards. - Worked with Leadership Teams establishing the necessary operational foundations to underpin a 12% headcount reduction, 9% cost reduction and the removal of 12% of inbound contacts. - Designed and documented implementation plans detailing annual savings & capacity impact. - Engaged fully with telephony vendor around launch of web self-service, chatbot & auto-callbacks. - Produced detailed ‘as-is’ operational modelling not previously available within the Contact Centres. - Detailed further operational efficiencies inc. AHT, scheduling adherence and workflow planning. - Advised on shorter-term tactical wins including changes to IVR, reporting, and resource management to address wider contractual SLA failures and form an initial ‘service recovery’ plan. - In-depth insight through site visits, quantitative data analysis, call reviews & stakeholder interviews.
Steer Automotive (Insurance Repairs) 03/03/2025 - 08/29/2025
CONTACT CENTRE, CUSTOMER ENGAGEMENT & RPA CONSULTANT
- Working across 7 contact centres & 200+ UK repair sites handling over 1.8m contacts annually. - Designed a customer-centric engagement strategy incorporating AI, automation, and self-service, reducing inbound calls through agile delivery of transformation projects and process redesign. - In-depth analysis with site visits, quantitative data analysis, call reviews and stakeholder interviews. - Identified opportunities for substantial contact reduction, AHT decrease, and resource efficiency. - Implemented quick tactical wins including changes to IVR, reporting, and resource management. - Produced agile implementation / project plans for each initiative ensuring full benefit tracking. - Focused on the “FNOL” claim repair process and all interactions with insurers and policy holders. - Surfaced a series of recurring themes and systematic challenges impacting customer interactions. - Utilised speech analytics and service design techniques to address systemic CX issues.
HGS UK (Global CCaaS / SaaS BPO) 07/01/2023 - 31/01/2024
HEAD OF OUTSOURCED CONTACT CENTRE TRANSFORMATION & PMO
- Managed the implementation all new CCaaS / SaaS client solutions from contract to BAU Live Ops. - Managed all sub-contracted outsourced suppliers including contract set-up, delivery and invoicing. - Owned PMO governance and delivery oversight for onboarding new clients into BAU. - Directed successful ramp-up and ramp-down of NHS services (2,500+ FTE). - Oversaw a Governmental Digital Strategy (GDS) implementations aligned with agile methodologies. - Led a customer-centric 3-Year Business / CX Transformation Strategy for the HGS Executive - Board tracking organic & inorganic business growth, acquisitions, and operational efficiency impact. - Guided Sales & Bid Teams on RFP strategy and CX implementation to support business growth. - UK Strategic CX / CSAT Partner working with the HGS global CSAT programme Team in India.
NHS (Covid-19 Support Services) 05/03/2021 - 05/01/2023
SENIOR OUTSOURCED CONTACT CENTRE CONTRACT PERFORMANCE MANAGER
- Managed multi-supplier outsourced contracts delivering all SLA’s, ensuring CX integrity and trust. - Stood-up numerous new outsourced services in close collaboration with other areas of the NHS. - Successfully delivered outsourced resourcing including a 4-Week ramp-up from 200 to 4,500 FTE. - Achieved £30k/week savings through supplier contractual reform of agent adherence targets. - Delivered transformation of Covid-19 support services handling over 20 million calls per year.
Ofgem / E-Serve (Industry Regulator) 09/01/2020 - 04/01/2021
SENIOR CUSTOMER ENGAGEMENT TRANSFORMATION LEAD
- >20% reduction in CRM admin time plus 10% drop in inbound contacts through enhanced IVR design and automation to support digital-first, low-effort customer journeys. - >75% reduction in manual reporting with re-designed MI and utilisation of built-in automation. - £50k cost efficiency saving by extending use of eCase CRM to complaints and statutory reviews. - £400k MS Dynamics CRM procurement including user functionality design and supplier selection.
Claims Management Regulator / Ministry of Justice (Industry Regulator) 01/02/2017 - 04/01/2019
HEAD OF UK CLAIMS MANAGEMENT OPERATIONS
- Commercial responsibility for the Outsourced Regulatory Operation for the Ministry of Justice. - £700k saved re-negotiating supplier contracts for technology, facilities, and out-of-hour services. - 150 FTE office & field-based staff regulating 1,600+ Claims Management businesses. - 60%+ operational efficiency gains through centralised performance reporting and workflow analysis. - Designed web-based FAQs resulting in a 45% reduction in consumer contact volumes. 60% efficiency gain in processing, £9m+ in application & renewals plus penalties of £1.5m+ pa.
Hillarys Blinds (Home Décor Retail & Manufacturer) 10/01/2009 - 04/29/2016
DIRECTOR OF CONTACT CENTRE SERVICE & SALES EXPERIENCE
- Established an outsourced supplier delivering a £7m+ revenue growth through lead generation. - Designed a 5-year Transformation Programme delivering a pro-active CX target operating model. - Created the "Customer Experience Index" aligned with Hillarys CX performance pillars. - £7m-£8m pa. generated converting lapsed quotes / c £4m pa. raised retaining cancelled orders. - £700k additional revenue created via lead segmentation and targeting strategies. - £200k additional e-commerce sales revenue generated by creating a specialist web support team
TTEC (Global BPO) 10/01/2008 - 02/27/2009
SITE DIRECTOR / GENERAL MANAGER, CONTACT CENTRE OPERATIONS
- Senior stakeholder for the delivery of outsourced operational transformation programmes. - 31% retention rate achieved by a churn management team handling service cancellation requests. - 12% gross margin growth by reducing non-billable functions and maximising billable client hours. - £8m pa. sales generated supporting and up-selling mobile top ups and addons for O2 and Orange.
BT Openreach (UK-Wide Telecoms Network) 11/01/2006 - 09/30/2008
SENIOR SERVICE DELIVERY MANAGER
- Delivered 29% reduction in operational costs managing outsourced support teams in India. - £1m saved optimising contact handling across 10 UK operational sites. - OFCOM representative for BT Openreach, presenting quarterly performance to the regulator. - Recovered failing answer rates from >25% to within SLA of 5% by re-structuring existing resource. - Project Managed a complex transition programme moving all broadband support services from BT Wholesale to BT Openreach, including TUPE, site closure and IT infrastructure activities. - Delivered B2B support of 500+ technology suppliers through 400+ FTE across multiple UK sites.
JD Williams (Fashion Retail) 12/01/2005 - 11/30/2006
HEAD OF CUSTOMER SERVICE / CONTACT CENTRE OPERATIONS
- £471m revenue supported by 1,500+ FTE service & sales staff handling 20 million yearly contacts. - £15m additional order building revenue through high-margin up-selling initiatives. >20% success in re-opening closed / dormant accounts utilising a variety of offers and incentives. - Commercial ownership of outsourced contact centre partner contract & SLA / KPI performance. - Led a ‘Customer Matters’ multi-stakeholder collaboration to improve end-to-end CX. - 16% reduction in resource costs by reducing contact volumes and AHT using voice-enabled ID&V.
Virgin Holidays (International Travel) 07/01/2004 - 11/30/2005
HEAD OF CUSTOMER CONTACT OPERATIONS
- Defined and executed a 5-year transformation programme across 350 FTE. - Established outsourced operations in South Africa & India increasing customer conversions. - Cancellation team successfully saved 25%+ of order cancellations. - 175% increase in holiday add-on revenue through upselling initiatives. - Streamlined operational costs by 35% with a re-design of inbound call routing and resourcing. - 18% improvement in call handling efficiency through telephony routing and IVR re-design.
Vodafone / News Corp / Peoples Phone Mobile / Viatel Inc. / Millicom Cellular 01/01/1990 - 06/30/2004
EARLIER CAREER ACHIEVEMENTS
- Track record of shaping “Go-To-Market” strategies and executing digital CX improvement roadmaps. - Start-up: UK & US 24/7/365 “follow-the-sun” critical network support operations. - Leadership of 14 teams in 9 European countries providing B2B / B2C technical support. - Established Customer Churn Team saving an estimated 150 accounts from closure (Media). - Grew Customer Services team from 50 to 300+ staff inc. outsourced ops supporting 3m+ customers. - B2B Client Retention Team (Global Telco) successfully saved c 70% of service cancellation requests. - 26% customer sign-up growth and 45% reduction in contact handling costs through improved operational processes and telephony / CRM re-design. - Established the mobile comms industry’s first Retail Technical Help Desk supporting 250 UK stores. - Retention Team saved 35%+ of all subscription service cancelation requests (International Calling). - Generated £1.3m pa. additional sales of telephony and internet services through upselling. (Media) - Start-up: 200-seat Contact Centre following closure of an underperforming outsourced operation. - Start-up: Sales & service functions evolving to 300+ FTE through extreme industry growth (Telco)