The Ember team of professionals consists of customer management strategists, finance and commercial specialists, technologists and specialist operational expertise.
We understand that for you it is all about value and understanding how to leverage this by managing the operational and strategic challenges you face. We have the expertise, experience and tools to guide you to a better place – knowing what better is – our promise to you.
Ember Services was created by the management team that built and led Europe’s leading customer management consulting business. We have worked with many of the world’s champion brands and government bodies to make a step change in their customer management capability and performance. The experience and insight of the Ember Services team is unrivalled and highly referenced in this industry.
Andy Rothwell Commercial Analyst
Andy’s academic background and systematic approach to data gathering and data analysis ensures a robust and practical approach to collecting, understanding and applying information. A considerable focus has been upon understanding and improving customer & client interactions and how to make these more successful – set within the context of changing and evolving customer needs and communication channel preferences. His creative approach, engaging style and focused upon client challenges delivers pragmatic solutions based upon evidence that clients are delighted with.
Nick Mattlock Operations, performance management, interim & turnaround specialist
Nick is an experienced, hands-on senior contact centre operations expert with 25 years experience in outsourcing and consultancy, delivering growth & profit within fledgling and established organisations, nationally and internationally.
Paul English Operations and Transformation Specialist
Paul is a senior consultant and manager with extensive experience of strategic, operational and customer management consultancy. He has set-up, consolidated and transformed contact centres both onshore and offshore. His detailed attention to process definition, optimisation, and re-engineering ensures operating practices are solid from the ground up. Paul has a track record of complex project leadership and successful stakeholder management.
Cathy Corboy Operations Specialist
Cathy is an experienced, hands-on senior contact centre operations expert with over 21 years experience in customer, operational and change management at both strategic and tactical levels. She has strong leadership and operational experience across a range of public and private sector clients, including telecoms, insurance and retail. Roles have spanned the various stages of contact centre evolution from new greenfield set-up, ongoing management, performance improvement and full scale transformation. Typical results from engagements include; increased productivity, reduced customer churn, increased sales conversion, reduced costs, increased customer satisfaction, workforce multi-skilling.
John Gunter Senior Specialist Consultant
John is a customer service and sales operations specialist with international experience in the energy sector. He has specific expertise in call centre operations, billing, credit management and cross selling. He has managed major programmes at operational and Board level in service, outsourcing strategy, direct selling, field sales, change with new technology, IS systems and management, and CRM efficiency. .
Nicola Dunsmore Transformation Specialist
Nicola has over 16 years of UK contact centre management experience in blue chip sales and customer service environments. Her roles have ranged from initial contact centre set-up and consolidation, design and implementation of strategic change programmes and business transformation through to technology selection and deployment (Telephony, WFM, Call Recording, IVR and Social Media). Nicola's sales focus has included sales improvement programmes including incentivisation; performance management; coaching as well as broader cultural development. This is underpinned with sound project and programme management and delivery techniques including PRINCE2 techniques.
Jim Adams Specialist Consultant
Jim has a wealth of experience delivering contact centre solutions to clients across a variety of industries and public sector organisations. He specialises in understanding the customer journey and applying a process-driven approach to transition and change projects. This is combined with a customer centric approach with solid planning & design and working closely with operations to ensure they are fully engaged with business changes. Recently he has supported a research project looking at channel migration and optimisation within service organisations, using digital and social media.
Sacha Butel Service Desk Specialist
Sacha is a service desk and service delivery manager with extensive experience in incident management and service improvement initiatives. Her expertise includes service desk management, process definition and implementation and transition management. Her objectives frequently include increasing productivity and cutting costs whilst maintaining a high level service. She has been involved in 3 major service desk transition projects and numerous process re-design and implementations. As part of these roles Sacha retrained staff on the new processes.
Denise Pearson Specialist Consultant
Denise is a graduate psychologist and business professional with 25+ years of contact centre and people development experience. She has developed and delivered large scale contact centre transition projects for large blue chip organisations. Her focus is on success through human factors. Denise is qualified in a number of psychological profiling tools including, 16PF, NLP,MBTI and Talent Q. Denise has also implemented transition and change programmes for a large European organisation, training managers on the human aspects of change and providing coaching support to those affected.
Ian Northmore Specialist Consultant
Ian has 19 years experience in customer service environments in Britain, Central America, the Caribbean, the Middle East and Asia with some of the world's best-known companies. He is an inspirational leader, able to motivate and develop others and is highly experienced at managing change under highly difficult circumstances. Ian's achievements are built upon applying strong customer management principles and focusing on performance management and people development.
Christine Parry Specialist Consultant
Over 20 years experience working in customer service environments undertaking senior operational management roles in the utilities industry. With a proven track record of working in highly regulated environments, performing to and reporting against stringent targets. Chris has a capability of moulding and leading successful solutions for a range of clients; private and financial services blue chip clients and local authorities. Additionally sher has excellent bid management skills with previous responsibility for directing large scale bids and completing RFPs, PQQs and tender submissions.
In addition, Ember has an associate pool of specialists that we assign and work with where additional expertise is required to supplement our in-house resources. We also have partner organisations providing specific and trusted capabilities to complement our work, for example with generic benchmarking data, primary and secondary research, systems integration capabilities as well as other systems and customer management tools.