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Martin Jukes has been involved in designing and implementing practical customer service strategies for over 20 years. Delivering customer management and contact centre consultancy, with a passion for customer service, the experience that Martin has obtained through working in various sectors is of enormous benefit to his clients with his pragmatic approach to making things happen. Having initially developed his skills in the provision of IT services, Martin has developed a more holistic approach to customer service with a desire to enhance performance in all areas. Martin is a certified practitioner in PRINCE2 project management methodology with an emphasis on delivering value and business benefit. Martin's experience includes setting up and enhancing service based organisations that deliver excellent customer service and support. Martin has recently undertaken a significant role as Project Manager with a large mobile communications organisation where he led a strategy development project and implemented recommendations relating to complex technical support for customers. As founder of m2j, Martin has worked with a diverse range of organisations including DEFRA, NRG Group, Royal Mail, Southern Housing Group, Peabody Trust, Pennaf Group and many other organisations and consultancies. Martin previously worked as a Managing Consultant for SITEL Consulting. In this role Martin was responsible for the delivery of contact centre consultancy across UK and Central Europe. His client base was diverse and included AAH Pharmaceuticals, Airtours, British Gas, Centrica, Exxon Mobil, LastMinute.com, Punch Retail, Rolls-Royce & Bentley Motor Cars, Sage, and many others. Initially employed as an IT specialist, Martin's extensive project management and analytical experience was utilised to manage large programmes of work for many clients. Martin undertook a number of roles at Birmingham Midshires. Initially employed to manage the telecommunications service, Martin worked as part of the team developing a new telecommunications strategy. This led to the specification and procurement of call centre technology in excess of £1 million. Subsequently, Martin managed a large IT project to relocate 1,200 employees into a new head office. This business critical project was a major success. Martin then developed a new Service Delivery team that included a Help Desk and PC Support team. On completion of this role Martin then managed the initial investigation and assessment of the Year 2000 programme for the organisation. Previously, Martin also worked for BT and Relotech where he was a Director of a company involved in managing corporate relocations. Martin is an MBA graduate whose specialist dissertation related to improving customer service. A regular author of articles for the call centre industry, Martin has spoken at several Customer Service conferences and at Local Government Association seminars. about us | our approach | peter murley | contact us
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