Manchester, UK
I lead customer service and operational delivery across people, process, risk, and performance. My focus is building ways of working that scale, hold up under pressure, and are clear to run day to day. Alongside that, I develop and produce media projects through TornBox.
A clear overview, without the jargon.
I am an operations and customer service leader based in Manchester. My work sits where delivery, performance, and assurance meet. I focus on building clear expectations, robust routines, and practical controls that improve outcomes and reduce risk.
I also run media projects through TornBox. That work includes format development, production planning, and partner conversations, with a focus on representation and consistent delivery.
The areas I lead and the outcomes I aim for.
I build the routines and controls that make delivery predictable, including operating cadence, risk management, and management information that leaders can act on.
I improve customer outcomes through clear standards, coaching loops, and the practical mechanisms that change behaviour. I focus on consistency, not heroics.
I develop and deliver media projects through TornBox, from concept through production planning and partner outreach. I aim for clarity, pace, and a professional finish.
A selection of work across operations and media.
LGBTQIA+ chat show. Format development, production planning, and partner outreach, with a focus on representation and consistency.
Nine episodes designed for a half hour pre watershed slot, structured for scheduling and dependable delivery.
Practical conversations about customer experience, leading teams, and contact centre delivery, grounded in operational reality.
Performance and process improvement across customer operations, with a focus on measurement, training, controls, and implementation that lasts.
For speaking, consulting, media collaboration, or operational work.
If you are reaching out about operational support, it helps to include the context, the outcome you want, and any timeline constraints. For media collaboration, share the format, audience, and where you want it to land.