Richard Jennings

Richard Jennings has a diverse and extensive work experience. Richard most recently worked as the Director of Customer Experience at Laced since February 2023. Prior to that, they were the Head of Customer Operations at PPL PRS Ltd from June 2021 to October 2022, where they played a key role in recovering sales and cash collections performance post-Covid lockdowns.

From February 2018 to June 2021, Richard held multiple roles at Yopa Property, including Director of Customer Services and Head of Contact Centres. In these positions, they strategically delivered record sales volumes while reducing operating costs and overhauled complaints and collections processes, resulting in significant improvements in efficiency and revenue collection.

Before Yopa Property, Richard worked at BT as a Senior Centre Manager from May 2016 to February 2018. Richard was responsible for stabilizing and improving performance of Customer Service sites and driving a positive culture that led to improved employee engagement results.

Richard also has experience in the energy industry, having worked at npower as the Head of Customer Contact - npower Business from June 2014 to May 2016. Richard oversaw the performance delivery of the customer contact operation and achieved record sales leads through excellent service.

At British Gas Business, Richard held various roles from July 2011 to June 2014, including Customer Care Manager, Customer Services Manager, and Team Manager. Richard successfully oversaw the setup and management of an omni-channel outsource contact operation and implemented strategies to improve First Call Resolution and generate sales leads.

Overall, Richard Jennings has demonstrated strong leadership skills and a track record of driving operational excellence and customer satisfaction throughout their career.

Richard Jennings has a diverse education history. From 1994 to 2000, they attended William Bradford Community College, where they pursued their GCSE/A-Level studies. Following this, they enrolled at Coventry University from 2001 to 2004, where they earned a Bachelor of Arts degree in Sociology with Honors. In 2008, Richard pursued further education and obtained a certificate in Coaching & Mentoring from CIPD Qualifications. Richard also received a Merit in CIPD's Certificate in Coaching & Mentoring. The specific field of study for each degree is not provided.