11 Waterloo Square
Newcastle upon Tyne
My role is to lead the improvement in quality of the member and user data in Jisc's systems and repositories, and to liaise with external organisations to promote standardisation of data in the education sector.
I also act as product owner for member-facing systems and systems supporting our interactions with members, ensuring they serve the needs of those that use them in an efficient and usable way.
My role oversees all contact centre operations, including management of contact centre staff, design of work processes and support systems according to member virtual journeys, and ensuring member queries get dealt with to the highest level of satisfaction possible.
My role also includes leading and developing the JiscMail service, support function and dedicated staff.
I've been involved in the education sector since 1997, working at Newcastle University on the Jisc Netskills service, and setting up Jisc's contact centre.
Starting with an engineering degree and a grounding in software development, I've gained experience of supporting and engaging members, developing business processes, and analysing business data to allow sound business decision making.