We have a specialist team of industry experts, able to help your business to find and onboard the right outsource partners and technology providers. They have in-depth experience of working with and within the contact centre industry and are able to advise on areas such as customer service, digital transformation, technology, sales, lead and appointment setting, crisis management, customer insight, data management and wellbeing. Our collective goal is to forge strong partnerships, enabling our clients to deliver outstanding customer contact experiences.
Phil is the founder and Managing Director of Contact Centre Panel. He has a deep understanding of the contact centre industry, having worked within it for over 25 years. In 2006, Phil jointly set up VOICE Marketing Ltd, a successful outbound contact centre, which he sold to Capita Plc in April 2015. Ready for a fresh challenge, Phil decided to set up Contact Centre Panel that same year, to help match businesses with the right telemarketing, call or contact centre partners and then support with the onboarding process. Phil’s working mantra is to provide a ‘safe pair of hands’ – he uses his vast experience, market knowledge and deep operational understanding to consistently deliver against clients’ requirements. Phil is skilled at business development and account management, working with a wide range of clients from SMEs to large international PLCs. Since forming, CCP has grown from strength-to-strength. Building best-of-breed contact centre and technology networks, a skilled team of outsource customer contact experts and an enviable client base.
Jonathan heads up Marketing for Contact Centre Panel. He is a versatile and creative marketing professional, with expertise in developing and implementing successful marketing strategies that deliver returns and build brands. Jonathan has a wealth of industry experience, having worked in senior marketing management roles for BT Plc and Daisy Communications. In his career, he has delivered award winning campaigns, transformed online platforms, developed thought leadership, increased press and social engagement and successfully launched new products and propositions to market. Since joining CCP in 2019, Jonathan has used his wealth of experience to help develop our business’ propositions, as well as improve communications, digital platforms, internal systems and thought leadership content. He has developed an excellent understanding of the outsourced contact centre industry, supporting client pitches when required. Jonathan has also played an important role, using his industry experience, market insight and contact network, to help develop our Technology Network.
Neville is responsible for partner and client relations at Contact Centre Panel. He has previously worked in a variety of roles for a range of different sized organisations, both nationally and internationally, servicing a multitude of sectors including financial services, utilities, retail, telecoms & media, travel and charities. Neville uses his 20+ years’ experience of the contact centre outsource industry, to quickly understand critical information in complex client environments and customer contact situations.
He is skilled at identifying and delivering efficiency projects, including end-to-end service recovery initiatives. Neville has a broad knowledge of BPO environments and contractual agreements and can create appropriate governance structures to deliver key objectives. When working with clients he ensures that key risks are identified and mitigated, whilst keeping all stakeholders engaged and invested in successful delivery. Since joining CCP in 2019, he has been instrumental in helping to forge stronger partnerships between our clients and outsource partners.
Donna heads up the internal business development team at Contact Centre Panel. She has been with the business from its formation in 2015 and has played a pivotal role in helping to expand the organisation. Donna had previously worked for a range of businesses, including Arcadia Group, Virgin Media, Voice Marketing and Baurer Media, in several different roles covering customer service, retention and client acquisition. She first met Phil Kitchen whilst working as a Team Leader at Voice Marketing. Phil was so impressed with Donna’s abilities that he invited her to join the business. Donna has an excellent understanding of the outsourced contact centre industry and their associated markets. She is an experienced negotiator and will always go the extra mile for our clients and partners. Donna supports the management of the office and helps with any associated administrative tasks.
John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018, which gives guidance on how to protect telephone-based card payment data. John is a technology subject matter expert with over 30 years’ experience working with and within the industry, he has a deep understanding of the technology vendor landscape as well as BPO and contact centre environments. He has helped many organisations including American Express, Barclays, Bupa, Camelot, Capita, Cisco, RBS, Sainsbury's, Vodafone, Worldpay and Twilio. When working with clients, John remains vendor agnostic and independent, he ensures that key risks are identified, mitigated and that all stakeholders are engaged and invested in the successful delivery of projects. John delivered the world’s first no CDE PCI compliance project into contact centres, he was also a member of the British Olympic Sailing Team and took part in the Los Angeles and Barcelona games.
Steve has over 20 years' experience of designing and delivering improved customer engagement for brands. He has a proven history of delivering value and effective change across solution analysis, design, implementation and troubleshooting. This has encompassed delivering operational change projects for many organisations, across multiple sectors, including America Express, Burberry, Gucci, 3, Jaguar Land Rover, Just Eat, M&S and The Guardian.
Steve is an expert at building understanding between proposition owners, sales, retention and service channels, as well as optimising outsourced relationships and value generation. He has an in-depth understanding of the regulatory requirements on sales, marketing and customer service. He works with operational leaders to ensure their businesses are compliant with data regulations, whilst in the process gaining a competitive advantage.
Steve is Vice-Chair for the UK Data & Marketing Association’s Contact Centre Council, lectures on data privacy for the Institute of Data & Marketing and is a companion member of the Institute of Customer Service.
Simon is a valued member of the internal business development team at Contact Centre Panel. He joined in 2019, having previously worked in both contact manager and business development roles for a range of organisations including Gallagher Insurance, Henderson, Willis Group, VOICE Marketing, Norton Finance and Powergen. Working for these companies over the past 15+ years, has given Simon a comprehensive understanding of a variety of industry sectors including energy, insurance, business finance, construction and vehicle leasing. Simon is a skilled negotiator, who understands how to clearly articulate our offerings and identify opportunities to help clients. His understanding of key sectors enables him to provide excellent insight to the business. He met Phil Kitchen whilst working at Voice Marketing, after leaving they remained in contact and when an opportunity came up to work together again, Simon happily accepted.
Nathan is a people transformation specialist. He has over 15 years’ experience of working in the field of learning and operational development, spending over ten years with Asda setting up and leading the learning and development function for their global contact centre estate. After leaving Asda, Nathan went on to become Head of Global Organisational Development at thebigword – a language service provider operating in over 30 countries across the world, before setting up a cultural change consultancy in 2018. He started working for the Contact Centre Panel team in early 2020, helping clients and network members to transform their contact centre operations for the better. He achieves this through understanding and then reshaping (when needed) organisational working cultures. A key part of Nathan’s work is the development of leaders, teaching them the skills required to get the best out of their teams, to improve working morale and deliver a better customer service experience.
Russell is responsible for affinity partnerships at Contact Centre Panel. He is an experienced business coach, strategic planner, project manager and relationship director. Russell has over 30 years’ industry experience across a range of sectors and is skilled at building strategic and tactical partnerships and outsourcing programmes. He has a proven track record in delivering strategic change projects, capability improvement, operational management and sales strategies, including innovative routes to market which have realised over 100,000 sales. Russell has in-depth experience of working within the utilities industry, leading on strategic initiatives across the sector and delivering benefits within sales, marketing, customer services and sponsorships. Having worked on projects with some of the UK's leading consultancies, Russell is helping CCP to build and manage our affinity partnerships programme, working with our clients to increase revenues, reduce costs and develop new customer propositions.
Phill is a member of the marketing team at Contact Centre Panel. He has over 25 years’ industry experience, working in marketing roles for a number of well-established organisations including Schneider Electric & Sustainable Services, M&C Energy Group, Utility Masters, Lifestyle Services Group, DLA Piper and Norweb Energy. In this time, Phill has built a comprehensive understanding of the energy, utilities, legal, insurance and telecommunication sectors. He has developed knowledge of omni-channel customer experience and management, outsourcing relationship management, contact centres and project management as both client and provider.
Phill is skilled at creating insightful and engaging thought leadership content and delivering action-focused campaigns that deliver results. He has an excellent understanding of how to develop marketing communication plans, sales and marketing systems and digital and social platforms. Phill is also a keen photographer, using this in both his work and private life.
Dawn is a contact centre management expert, with over 25 years senior leadership experience working within the telecom, retail and logistics sectors. She has worked for a range of blue-chip organisations including BT, Sears, Otto UK and Hermes Europe. Dawn is adept at analysing client and customer interaction and connecting the right people to the right processes, products and services. She can improve end-to-end customer journeys and ensure a successful final mile and best-in-class after care for customers. Dawn’s skills include client development, business process optimisation, operations management, retail, customer relationship management and leadership team building. She is an accredited lead Six Sigma Black Belt and has a post graduate certificate in Executive Leadership. Dawn won the Contact Centre Management Association (CCMA) UK Contact Centre Manager of the Year 2013 and UK Customer Experience Champion 2015. Following these awards, she became a lifetime member of the CCMA and a lead judge for their UK and European Awards.
Debbie is an expert in contact centre operations, with extensive outsourced and insourced multi-channel customer service experience across various sectors. She has worked in senior operational leadership roles for global industry leaders and had responsibility for up to 1500 employees. Across her career she has worked for many leading brands including American Express, BMI International, Bosch, BT, Department for Work & Pensions, Disneyland Paris, EE, Etihad Airways, Microsoft, Nectar, Sky, The Daily Telegraph and Trainline. Debbie has an impressive record of successfully delivering on major projects with multiple stakeholders. When working with clients she can quickly establish governance, order and stability within chaotic environments and improve operational deliver and efficiencies. Her specialisms include operations management, strategic planning and execution, client services and retention, project and people management and conflict resolution. Debbie uses a collaborative approach when working with clients and users her leadership skills to empower others to gain results.