Paul Ford
About Paul Ford
Paul Ford serves as the Head of Customer Service at Starling Bank in Cardiff, Wales, a position he has held since 2019. He has extensive experience in customer service management, having previously worked at Allianz Insurance and OVO Energy.
Work at Starling Bank
Paul Ford has served as the Head of Customer Service at Starling Bank since 2019. He operates from Cardiff, Wales, United Kingdom. In this role, he manages a team of seven team leaders, focusing on improving key performance indicators (KPIs) within the contact centre. His responsibilities include ensuring outstanding customer service and overseeing the management of web chat and social media teams within the Direct Contact Centre.
Previous Experience in Customer Service
Before joining Starling Bank, Paul Ford worked at Allianz Insurance as a Contact Centre Controller from 2009 to 2016. He spent seven years in this role in Bristol, Aztec West. Following his tenure at Allianz, he served as Operations Manager at OVO Energy from 2016 to 2019, where he was responsible for operational management in Bristol. His experience includes implementing system workaround governance to address operational challenges in the contact centre.
Education Background
Paul Ford studied at St Katherines School in Pill, Bristol, from 1997 to 2004. His education provided a foundation for his career in customer service and operations management.
Key Responsibilities and Initiatives
In his roles, Paul Ford has acted as a key stakeholder for operations system changes, defects, and incident management. He has collaborated with corporate partners in the motor manufacturing sector to enhance brand awareness and customer relationships. His focus on improving customer service metrics has been a significant aspect of his career.