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Peter Greenan

Peter Greenan

Senior Lecturer and CMI Programme Director, University of Huddersfield

I joined the University on a full time basis in February 2014. Prior to that I had worked as a part time lecturer since October 2013. This followed a successful 4 year period of study at the University where I completed the CIPD professional development course and gained a Masters Degree in Human Resource Development.

Between Dec 2007 and Feb 2014 I worked for Provident Financial Group where I performed a variety of roles within the People Development function. In the first 2 years I was the training lead on a major new project then I transferred to a Divisional role as a People Development Adviser with a specific remit for Learning and Development. In this role I covered Yorkshire, Humberside, the North East and parts of Nottinghamshire. During this time I also developed and delivered modules centrally on the Leadership and Management programmes accredited by the CMI. Between Nov 2012 and Feb 2014 I was based in Head Office again with Internal Verfirier responsibilities for the CMI Level 5 (Senior Management) programme and I designed and managed the Management Learning Academies which provided a 6 weeks induction to the company for new managers with a mixture of classroom and experiential learning.

Between April 2002 and Dec 2007 I worked for Protocol Skills (the UKs largets independent training provider). Having started out as an assessor I became an Internal Verifier (IV) and as such hold D32, D33 and V1 qualifications. In 2003 I became Area Manager for West Yorkshire and Lead IV for Yorkshire and Humberside. In these combined roles I increased our levels of funding by regularly exceeding the funding body target success rate of 70%. During 2005 and 2006 I was seconded to a change management project group which altered the business model from a paper based to an e-portfolio. My role on the project was training lead and I converted all project material into training materials which I then delivered to the pilot location of Yorkshire and Humberside. This successful pilot enabled the e-portfolio to be adopted on a national basis.

Between March 1997 and April 2002 I worked for Thomas Cook. 1997 – 2001 I worked overseas and progressed from being a rep to Head Rep and Resort Manager. I managed multiple resorts in Menorca and Fuertaventura and was Airport Controller in Cancun. My favourite destination was Mallorca where I worked for 3 seasons. My greatest success as a Resort Manager came in Menorca where I achieved 86% good or excellent customer service scores, from 19,000 guests, against a target of 80%.

2001 – 2002 I was Senior Customer Service Adviser in the Bradford office, leading a team of 9, dealing with post holiday queries.

What customer service disasters tell us about the companies in the firing line

May 27, 2016 15:46 pm UTC| Insights & Views Business

You cant put a price on good customer service. But it turns out you can when things go bad. Scottish Power was fined 18m last month by energy regulator Ofgem after the company received more than 1m complaints from June...

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