Kenny Shand, Head of Customer Contact

Our focus on operational excellence has taken a leap forward for clients and customers. We’ve moved all customer contact operations in-house and created our own dedicated contact centre.

 

The move has created 60 new jobs at Wigan HQ, with 20 more likely to follow before Christmas as demand peaks.

The decision underlines our commitment to continuously enhance the quality of service to clients and make it much easier and faster to manage customer delivery calls.

We’ve invested heavily in developing a highly trained, knowledge-based customer service team which will handle 1,800 telephone calls per day.

Heading up the new operation is Kenny Shand who has been appointed Head of Customer Contact. He brings ten years’ experience in running large-scale retail operations, latterly at Tesco where he managed its 1,000-strong contact centre in Dundee.

Our contact centre’s new management team also includes Janis King who has been appointed Customer Care Manager.

Customer Experience Director Chris White explained the decision to move away from a third- party provider.

“We wanted our contact centre to be at the heart of our business. Being close to what we do means we can improve what we do faster, as we continue to expand. It means we can manage all bookings and individual contacts directly with our clients’ customers.

We can handle customer inquiries and answer their questions direct with the right answer, first time.

In this way, we take full control of the customer journey.”

To reinforce our ability to find fast solutions for customers, each contact team member has undergone special training under our PRIDE workshop programme and has first-hand experience of working alongside a delivery crew.

PRIDE is our behavioural change programme which, combined with the firm’s apprentice programmes, is delivering massive improvements to customer service and client satisfaction.

We’re already well ahead with our next project - to expand the contact centre into a commercial booking operation for retail clients.  This has already resulted in a first contract with a retail client to manage bookings on their behalf.

 

All press related enquiries should be directed to:

ArrowXL Press Enquiries
Email: press.enquiries@arrowxl.co.uk