Workabuddy

Founder

NHS England

Associate Director of Programmes & Transformation

Key responsibilities:
-	Lead the programme management, business management and communications and engagement functions of a national, multi-partner programme (between the NHS, Department of Health & Social Care, Ministry of Housing, Communities & Local Government and the Local Government Association) to support the delivery of the Better Care Fund (national policy to integrate health, social care & housing services).
-	Lead the development of a large-scale transformation programme by reviewing the existing operating model for the support programme (for the Better Care Fund), and the operational strategy to drive change towards an improved target operating model.
-	Review the project management office (PMO) function, by undergoing a discovery/design project to determine key improvement opportunities and mobilise these into the implementation/review phase.

Senior Programme Manager

Arata Solutions

Key responsibilities:
-	Providing specialist support related to various change management initiatives through customer journey mapping, strategy development, process re-engineering, focussed research, creation of delivery roadmaps & reviews of organisational practices.

Top 5 achievements:
1.	Developed operating model framework:  Developed an overall customer experience framework for a start-up based in the music industry by producing a high-level operating model, insight & contact strategy and delivery roadmap.
2.	Created end-to-end customer journey maps:  Produced end-to-end customer journey maps for a variety of clients (cross-industry), mapping the key customer milestones/touchpoints and identifying recommendations/improvement areas.
3.	Conducted research on varying approaches to service delivery:  Carried out research on industry-leading approaches to knowledgebase management – resulting in a set of proposals for the client to consider in the development of their tool.
4.	Carried out a deep-dive review of returns process:  Undertook a full review of the returns process, identifying key customer pain points and producing a full-stack suite of recommendations for the client to improve customer satisfaction in this area.
5.	Produced a review of ‘support’ function:  Carried out a full review of a client’s customer support function, reviewing customer journeys, internal processes and operational capability for the client to take into consideration for an organisational restructure.

Senior Transformation & Change Consultant

Catalyst Housing Limited

Key responsibilities:
-	Directing 5 critical customer service functions – contact centre, complaints-handling, quality assurance & customer comms and social media teams.
-	Developing organisation wide CX strategy to drive improvements to customer satisfaction, embedding a customer focus across the organisation and developing the roadmap for pipeline initiatives.
-	Leading the digital transformation from voice to multi-channel, building requirements for CRM to support the digital engagement offer for customers.
-	Responsible for customer communications function, spearheading the development of the social media offer including curation of digital content strategy.
-	Leading the complaints handling function, reducing customer complaints by embedding learning from complaints through translating customer insight into service recovery opportunities.

Assistant Director Of Customer Experience

Key responsibilities:
-	Responsible for management of 9000 properties, incl. developing customer strategy for large-scale regeneration schemes.
-	Leading a team of 22 FTE specialists using customer feedback to deliver dynamic, first-class front-line customer service.
-	Development of long-term strategies for the various neighbourhoods under my responsibility.

Head of Housing

Key responsibilities:
-	Leading the team to create and deliver local neighbourhood strategies to promote sustainable communities.
-	Managing & coaching a tight-knit team of specialists to improve all facets of individual performance.
-	Developing a high-performance culture within the team, achieving KPIs relevant to key milestones in the customer journey.

Area Manager

Provided bespoke customer solutions for a flagship, multi-million pound regeneration scheme.

Housing & Regeneration Manager

Tower Hamlets Homes

Providing a range of front-line services to customers across key milestones of the customer journey.

Neighbourhood Housing Officer

Commenced a graduate scheme, completing CIH Level 4 Housing programme.  Promoted to senior position within 3 months.

Graduate Housing Officer

NSPCC

Managed the co-ordination process for a range of training & facilitation programmes.

Training Coordinator

Union Income Benefit 

Managed a team of c. 30 FTE within an outbound sales call-centre, offering a range of services to customers.

Team Supervisor

Union Income Benefit

Expert level agent, supporting new starters through induction process by side-by-side coaching, 121s and knowledge support.

Senior Family Protection Consultant

Founder @Workabuddy | Teaching people the skills the education system doesn’t - helping them thrive in their careers | Striving to be LinkedIn’s Most Helpful Person

So, my LinkedIn profile has a bit of a split personality.

I’ve dedicated a part of my life to helping people learn the skills they wished they were taught already.

80% of our society are poorly prepared for the future, particularly in landing a job.

And those of you who have managed to land a job?

Well, you may be wrestling and grappling with your career because the education system has failed you.

A system that didn’t teach you:

- how to communicate effectively
- what the working world is really like
- how to lead, motivate and inspire others
- how to problem solve, ideate, and be creative
- how to listen with empathy and present with purpose.

So many skills that you should feel comfortable and confident with.

But sadly you’re not.

77% of people are ready to learn new skills. But you don't have the right systems to teach you.

Now, what if I told you there’s a way to:

- tailor your job application to help you stand out from the crowd
- create an awesome first impression after your CV is reviewed
- identify your best career stories and conversation points
- overcome your interview anxiety and become a natural
- address your fears and challenges in your career path?

Your first reaction may be “Yeah right, like THAT’S possible”, but we’ve already helped hundreds who have all benefitted from our free services.

Not only that, but we also run a free community for you to join.

Where you can::

- access a safe space to share concerns
- level up your career and learn from others
- stretch yourself through our personal growth challenges
- pair up with accountability buddies to achieve those challenging goals
- benefit from support for your everyday work problems and burning questions.

If you’re serious about learning skills to land your dream job and thrive in your career, then head over to www.workabuddy.com (or view my Featured section to find further info).

You may be thinking: “Is this really all free? There must be hidden costs in here!”

I’ll address your concern — Yes, it’s all free. Really. We take great satisfaction in knowing that we’ve helped others in what are clearly challenging times.

So, let’s teach you the skills you need now. Shoot me a message today.

—---

Oh, wait a minute…

I said I have a split personality.

Well, that’s right. It’s split because I work full-time for UK’s national health service too - working in a senior, non-clinical, role where I use the stories I’ve collected over the years to help others along the way.

But that’s a story for another day. 

Right now, I'm here to help you and my DMs are open to you.

Mushtaq Osmani

Self-Employed

Helping brands improve how they serve their customers and their people more effectively and efficiently.  
Specialising in the design and delivery of digital experiences across retail, banking, housing and technology and trusted advisor with a wide range of business including heritage brands, global organisations and start ups.

Independent Customer Experience

Fellowship of Responsible Business

In the pursuit of modern business wisdom, we are helping businesses turn good intentions into meaningful actions.

https://www.frb.buzz/

Partner

Neos Wave

Global Customer Service Agency leading the way in digital self help and customer service.    https://www.startawave.today/

Co-Founder

Spotify

The inaugural business lead of CS & CX, working at Director & then VP level. 
Created and delivered the strategy, operation, technology, and P&L for Customer Engagement, Service, Community and Retention Experience at Spotify.
Peer:Peer and self-help channels were the corner-stone of the strategy with a successful launch of the Spotify community in Feb 2011, which became one of the fastest growing customer communities that year.

Global VP / Director of Customer Support

ASOS.com

The inaugural business lead of Customer Service and Experience for ASOS.
Led the transformation of the end to end customer service proposition for ASOS.com including building a global 24/7 centre, implementing social customer service and introducing many market-leading services that have since been adopted by other retailers.

Global Lead: Customer Service and Experience

Red Letter Days

Part of the executive team, responsible for leading the customer service operation through administration and transforming employee and customer engagement through a service-centric culture.

Head of Customer Service

First National Tricity Finance

Customer Relations Manager responsible for managing high-level, regulatory and press complaints.

Customer Relations Manager

SkyTalk (News International)

Responsible for managing teams within the call centre and setting up a customer relations area for Sky-Talk.

Call Centre & Customer Relations Team Manager

Eastern Energy

Managed the 2nd line support for the UK Call Centres, just after the Utilities market de-regulated. Part of a lot of change management and outsourcing.

Customer Service Helpdesk Manager

Teledata

Started out as a summer temp, left as a seasoned Team Leader  for one of the (then) largest UK outsourced Call Centres.

Call Centre Team Leader

A forward-thinking energetic service leader, I love taking on thorny challenges centred on improving the experience for customers and service teams.

I have a wealth of knowledge and experience in designing and delivering service experiences for customers and employees and been fortunate enough to help a range of global brands as well as fast growing SaaS and Retail businesses including ASOS, Spotify, Karen Millen, Oasis, Warehouse, DFYNE, Kiko Milano, Funnel, Monsoon, Cult Beauty, Selfridges, Laced, Vodafone, Zegna and Mercedes AMG.

I have been part of key changes that have shaped the service and CX landscape over the last 15 years and am known for being an early adopter in driving new ways to serve customers.

These days I run a boutique Customer Service agency helping small and growing businesses create value through their service.

I'm regularly asked to speak and share experiences and knowledge at conferences and round-table events and mentor future leaders. I'm a Mum and a Gamer (not always in that order)

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The Battle

Mushtaq Osmani

Maria McCann

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