Leadership & People Excellence
This has been the best change initiative I have ever experienced in the contact centre.
Senior Operations Manager
Energy Retailer
Leadership & People Excellence
Create a service culture your customers will shout about
Develop leaders, excite customers, accelerate business outcomes. With our bespoke Leadership Excellence programme, accredited by the Institute of Leadership and Management (ILM), your business can transform customer interactions and unlock sustainable success.
What makes this programme unique?
- Delivered by operational experts who've experienced the challenges of customer service first hand
- Designed to produce transformative results that resonate through your entire customer service environment
- Our approach blends traditional classroom learning with immersive coaching to create a leadership development journey that’s as unique as your business
Endorsed by the Institute of Customer Service (ICS)
- We deliver a programme that doesn’t just teach - it makes your leaders feel special, building the skills and confidence to create exceptional customer experiences
The coaches I have are fantastic. The mentorship that I've been given from them is fantastic. They're really constructive with their feedback, and they're always happy to help.
Operations Manager
Energy Retailer
Leadership & People Excellence
Our bespoke Leadership Excellence programme
Empowering your leaders through real-world coaching
- Our experts leverage real-life experience to coach your leaders towards excellence, guiding them to develop skills that ensure exceptional service standards, long after our partnership concludes
Key benefits of BFY's Leadership Excellence programme:
High-performance culture
- Empower leaders to foster a culture that drives exceptional customer outcomes and business results
Confident, commercially-minded leadership
- Equip leaders to think strategically, inspire high-performing teams, and bring a commercial edge to their decision-making
Lasting impact on customer service
- Build sustainable practices that leave a lasting legacy in your customer service function, ensuring continuous improvement and career growth
FT Leading Management Consultants
Delivered by real operational leaders
Having worked in operational leadership roles within energy myself, I can really relate to the challenges that our Leadership Excellence clients face on a day-to-day basis. I'm incredibly passionate about this programme and the results it's delivering. Kev Brown Senior Manager
Our Team
Market-leading operational experience
Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
View Profile
Kev Brown
Senior Manager
Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.
View Profile
Lauren McCullough
Senior Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
View Profile
Louise Willumsen
Senior Consultant
Louise helps clients to achieve Operational Excellence, and specialises in driving continuous improvement through sales and retention performance, and process efficiency.
View Profile
Ashley McLeod
Senior Consultant
Ashley helps clients to achieve Operational Excellence by driving continuous improvement, across people, processes, and systems.
View Profile
Kayleigh Gray
Senior Consultant
Kayleigh specialises in change management with retail clients, helping to maximise efficiencies, improve revenue and reduce costs.
View Profile
Insight
Get the latest from our team
Closing the Service Gap - Developing Great Conversations
Developing great customer conversations - it's an art. To make it happen, advisers need to be maximising the impact of their voice and the words they use, both of which can be the most powerful tools available in a customer servicing environment. As a leader, how can you develop and empower teams to have effective customer conversations, on a consistent basis?
Difficult Conversations – Equipping collections agents for optimal support
With Christmas on the horizon, consumer spending is set to face its usual seasonal increase, adding extra pressure to critical areas like credit card payments and energy bills. Inevitably, some consumers will find themselves in financial difficulty over the coming months, leading to more collections conversations with their service provider.
Embracing customer centricity for optimal agent performance
If you feel like problems aren’t being addressed upstream and early in the customer journey, then you may have a problem with a lack of customer centricity.