Peter Murley is a specialist in the design of end-to-end strategies and the delivery of practical hands-on operational implementation of ‘Great, Exceptional, Differentiated’ Customer Service/Customer Experiences.

The end-to-end nature of his capabilities and experience embraces Efficiency, Processes, Technology, Resourcing and Customer-Facing Systems.

Peter’s original roots are in HR, he is a Chartered Fellow of the Institute of Personnel Development, a Chartered Management Consultant, a co-author and editor of “The Gower Handbook of Customer Service” and a regular conference speaker in Europe and elsewhere.

He has considerable experience in the strategic direction and establishment of “greenfields” centres of service excellence together with the delivery of line, operational management and has undertaken various roles, including IT, HR, Customer Service and Operations as both Director and Consultant, working with a number of high-profile organisations in the Technology/Computing, Mobile and Fixed Telecommunications, Media and Entertainment (‘Infotainment’), Financial Services/Banking/Insurance, Housing, Education, Outsourcing and Utility Sectors.

Peter was the first HR Director at Firstdirect as well as Customer Service Director for the year following its launch and was Vice President, Customer Service and Systems for Telewest Communications.  Peter has been associated with the high-profile, blue-chip, new business start-ups of ITV Digital, GO Fly Airlines, Energis and Cellnet (O2) – to name but four.  In Europe clients have included Kabel Deutschland, Numericable, KPN Mobile, KPNQwest, and E-plus.  He has also worked with Liverpool Victoria, Freeserve, Orange, Virgin Mobile, Kelda Group, Mazda Cars, Amicus Group, Peabdy Trust…..and a number of leading service ‘Outsourcers’. 

Peter was involved in a high level piece of work for O2 UK, reviewing and comparing their customer retention activities undertaken through both in-house and an outsource partner and recommending changes to contact strategies (outbound and inbound), systems, operational imperatives, campaigns and agent reward structures.

In the past 12 months Peter has been involved in the development of a number of propositions, including a high-end outsource service capability and delivery of a user focused ROI model for a major service technology provider.  Additionally he has completed a major strategic and operational review assignment for a UK Outsourcer.  This work involved the establishment of a comprehensive competitive landscape of UK Outsource players; a complete end-to-end operational audit of current outsourced operations; a detailed and comparative quantitative analysis of current client expectations of outsourcing and actual performance versus the internal perspective; options for management of change; strategies for growth; strategies for entering new market segments; provision of executive coaching and mentoring.

Peter also led a strategic service initiative as Programme Director, for Vodafone UK – involving the provision of a rationalised single 2nd and 3rd line technical support organisation, providing root cause diagnostics for complex data products and services plus three other initiatives involving customer service segmentation, retail interfaces and self-service web capability coupled with knowledge management. 

He has also acted as Programme Director for a large Housing Association, leading a major change project in the area of customer service and has recently worked with Open University helping them understand their customer service business strategy and how their future needs help drive major changes to their telephony and associated technology requirements.

In many of these projects he has been a key part of their people and customer strategies as well as operational implementation. Click here to view Peter Murley’s Profile and click here to view a short biography

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