You can download Peter’s CV from the Download section. See also Recent Projects.

Summary

Peter is a highly experienced, successful and commercially-focused senior executive with a proven track record in the design of service strategies, which are critical to the enablement of big picture corporate objectives, as well as the delivery of practical hands-on, operational implementation of exceptional Customer Experiences. 

The end-to-end nature of his competencies and experience include Efficiency, Processes, Systems, Technology, Resourcing, Customer Involvement, Programme Management, Fulfilment, Analytics, Business Modelling, Radical Change Management and Customer-Facing Systems (Billing and CRM).

Peter has considerable experience in the strategic direction and establishment of “greenfields” centres of service excellence together with the delivery of line, operational management within established businesses which need to become more customer-centric always working in close partnerships with colleague functions to add value and meaning to the product proposition. 

He has undertaken various roles, including IT, HR, Customer Service, Operations and Programme/Project Management as Permanent Director, Interim Manager and Consultant, working with a number of high-profile organizations across a range of private and public (not for profit) sectors.

Peter is passionate about people, is numerate, articulate, detailed where necessary, creative, leads by example and positive two-way involvement, always keen to encourage and develop talent and self-sufficiency. He is an author (Handbook of Customer Service from Gower), an International speaker, a Fellow of the Chartered Institute of Personnel and Development, a Chartered Management Consultant and a Fellow of the Institute of Management Consultancy.

Recent Professional Experience

September 2002 - date
Coalesce Consulting Limited Managing Direector &
Director mpathy Customer Experience Limited

Coalesce, is a niche consultancy specializing in the design and development of customer experience strategies and operational implementation across the private sectors. mpathy Customer Experience is a consultancy focusing exclusively on the public sector and specifically, Housing, Education and Government.

See Recent Projects and Bio_and_Competencies_04_2008.pdf

Customer Service Partners Ltd

Director: 1997 – July 2002

A small customer service/customer experience consultancy practice.

Assignment example:

1999 – 2001 ITV Digital Full-time Customer Design Director/Architect

From the initial pre-launch/post-licence bid stages, was employed as Design Director/Architect for Customer Management aspects of the ITV Digital launch programme. Responsible for:

• Definition and design of extensive ITT documents for outsourcing of customer service facilities.
• Recommendation of organizations for the tender list and complete end-to-end process of supplier selection, including
• supplier comparisons and evaluations and the chairing of the selection board. 
• Contract negotiations
• Design of the cultural environment and the culture map
• Definition and management of service processes.
• Detailed volumetric forecasting, modelling, unit costs and MI.
• Business (customer) processes.
• Systems and technology input (billing systems solutions) and overseas supplier selection.
• Marketing interfaces with service delivery, including fulfilment.
• Provision of management information.
• Resource training and other key areas of service differentiation.
• Managing the service operation on an interim basis.

1995 – 1997 Telewest plc Vice President of Customer Service and Systems

The UK’s second largest integrated cable television, Internet and fixed line telephony provider with circa 1m customers.

Following completion of a consultancy-based Board level Customer service audit, I joined Telewest with full executive responsibility for:

• Service Delivery Strategy, Policy and Execution.
• Processes, Practices and Procedures.
• Service Technology.
• Customer Management Systems (through an IT team of 60).
• Customer MI and Reporting.
• Billing and Payments.
• Operational Credit and Collections.
• Fulfilment; Ancillary Services (Operator Services, Directory Enquiries; Minority Services.
• Customer Contact and Correspondence (10m calls pa; >1m customers).
• Operational Service via 10 Call Centres across the UK.
• Customer Satisfaction Research and Analysis.

Major Achievements:

• Appointed a new customer research organization and designed and implemented an innovative approach to customer satisfaction ratings, feedback and links to rewards – subsequently became an industry standard; appointed a research company to undertake mystery shopping with regard to service satisfaction.
• Rationalized ACD and IVR strategies across the group – improving contact handling substantially.
• Developed and delivered a fulfilment/print strategy and invitation to tender (>20 million pages of print pa).
• Developed a radical customer services management information systems and reporting strategy and went to market for a revised customer management and billing system solution having trawled the UK and USA for potential system integrators and software product suppliers.
• Led work looking at the future use of ACDs and application bridges - linking to work flows, business processes, activity-based costing and a range of other key issues and sponsored major projects in the billing payment/process areas of the business.

In addition I chaired the Billing Steering Group, was Project Sponsor of the Systems Project Review and Shared Services Team and was a member of both the Operational and Strategic Management Boards.

1988 – 1995 Peter Murley Associates Managing Director

Provision of customer service and HR strategic consultancy and implementation.

Clients included:

Firstdirect, Mercury Communications (Cable & Wireless), Cellnet (O2), Energis, RAC, United Utilities, Videotron Corporation, Sony UK, Mercury Enterprises, Microtel Communications (now Orange).

Assignment examples:

Firstdirect Personnel & Training Director AND Customer Services Director 24x7 Direct Telephone Bank

As Personnel and Training Director and subsequent to launch, Customer Services Director, I was a full member of the Firstdirect Board and one of five founder Directors (as an Interim/Consultant).

Designer, developer, implementer of the culture and philosophy - based entirely around quality and professionalism of customer service using selection and training methodologies and techniques hitherto untested to create a radically different organizational environment.

Responsible for customer service strategy, implementation and management of over 300 staff providing front office (call centre) telephone banking services and back office activities to the customer on a 24 x 7 basis. 

BT Cellnet (now O2) Customer Services Consultant & Interim Manager Mobile Telecommunications

Responsible for an extremely fast-track project (13 weeks to full launch), delivering a new set of capabilities to the mobile telecommunications (initially analogue) consumer via indirect retail channels. Total responsibility for the development and delivery of an integrated and seamless customer services function, through to the creation and on-going operational management of a contracted outsourced delivery organization.

Mercury (Communications and Enterprises) Project Manager Fixed Telecommunications

Responsible for one of four key strategic initiatives within Mercury Communications Limited. The work involved initial research, preparation and presentation of an ideal "state of the art" action plan and philosophy for the future strategic use of customer services through the leadership of an in-house project team made up of senior Mercury staff. The work culminated in Mercury launching into the mass market and the development of their Wythenshawe 1,000 seat service centre operation.

Energis Communications Customer Experience Project Manager Fixed Telecommunications

As of the customer experience elements of this new start-up fixed telecommunications proposition, designed and implemented the customer service strategy to fully mirror the business proposition.

1986 – 1988 PA Consultants Senior Consultant
1984 – 1986 BIS Software Ltd Worldwide HR Director
1981 – 1984 Unisys UK HR Director
1979 – 1981 CSC Interim HR Manager (UK and Switzerland)
1966 – 1979 Westinghouse Company Personnel Manager

Other Information

Contact details:

Address: 22 Nursteed Road, Devizes, Wiltshire, SN10 3AH
Tel: +44(0) 1380 730212 M: +44(0) 7771 681991 F: +44(0) 1249 431060
Email: peter@murley1.com or peter@coalesce.biz or peter@mpathy.co.uk

Marital Status: Married
Children: 2
Dependent Children: None
Books: Gower Handbook of Customer Service 1997
Articles: Numerous service industry journals
Speeches: Numerous and varied - Worldwide

© 2008 Chelverton House Limited