Liam is the Director of Customer Services for the Rank Group Plc, which operates gaming brands Mecca Bingo and Grosvenor Casinos in the UK, and Yobingo and Enracha in Spain.
An inspirational Leader with track record in delivering strategic, operational and people activities.
With 28 years’ experience in the energy and customer contact industry, Liam held a number of senior roles at both npower and within outsourced Customer Service providers, and understands the challenges of acquiring, retaining and serving customers compliantly, whilst maintaining high levels of performance.
After leaving npower, Liam led and grew a number of outsourcing businesses in the UK successfully delivering large scale campaigns for many household brands and blue-chip clients, in the energy, finance, gaming and publishing sectors
Liam then started his own consulting business in 2014, to deliver independent consultancy and managed services to the market, focusing on outsource strategy and management, Customer Services strategy development and Managed Services for clients. Also, a Non-Executive Director to a number of growing businesses, providing advice and guidance on growth and business strategy.
In 2016 Liam joined the Rank Group Plc to establish a new Customer operations Hub and transform the level of Customer Service and experience delivered to its customers. Built on multi-brand foundations the Hub is capable of delivering Customer operations for all the groups brands. In its first few years of operation the new Hub has improved Customer satisfaction considerably, transformed from a cost centre into a profit centre and integrated VIP Customer management, Customer verification and Fraud and Payments operations and processes, and continues to reduce friction around Customer journeys.