30 years of experience

Having three decades of experience of owning and running successful service and operational organisations, I enjoy working positively and supportively with an incumbent team to make the most of their skills. Realising that change can often be misinterpreted as a threat, I always ensure that the approach I take is both tactful and sensitive, encouraging involvement, buy-in and enthusiasm from the teams within your business.

By working with your key service team members, I can understand how your individual organisation operates, its ethos and goals. Having looked at your current operational processes, I produce an initial report, with a plan to work towards future growth. Some of the benefits I aim to achieve by working with you include:  

• Increase of service margins

• Service management coaching

• Internal process automation

• Customer retention

• Due diligence for mergers and acquisitions (if applicable)

My processes are tried and tested

Duncan is passionate about delivering excellent service and garnering a good reputation within the industry, Duncan grew and developed the Service Departments of two businesses through a period of rapid growth and expansion groupwide.

This primarily involved managing a team of 25+ Copier/Networking Engineers and a Call Service Centre of 5 Service Controllers, considerably increasing the Service Profit Margin and achieving a high level of staff retention.

With marketing and operational roles within the business, I managed to have an overview of the whole company and with integration of personnel, we would manage tasks efficiently.