Will McCloy is an experienced customer service delivery expert with over 20 years of experience managing teams and customer service operations across multiple industries. He specializes in best practices for customer service including Treating Customers Fairly and problem resolution. His most recent roles include Head of Service Management for Williams Lea Public Sector and eCommerce Service Delivery Manager for Aviva UK Life. He holds various ITIL certifications and a Cert HE in eCommerce, business and technology.

1. Curriculum Vitae
Will McCloy
20 Stratford Drive
Norwich NR1 2EY
(07808) 550651
william.mccloy@googlemail.com
LinkedIn: https://www.linkedin.com/profile/view?id=20371579
Personal Statement
I am an influential customer service delivery expert with a wide and varied base of skills and
experience. My recent careerhas focussedon service deliveryand service managementwithin
the IT, eCommerce and digital services arena, with each role enabling my customer focus,
people management, training and coaching skills to further develop.
My chief areasof expertisecentre around bestpracticein customer serviceprovisionincluding
Treating Customers Fairly, NPS analysis, Tone of Voice and proactive problem resolution. I am
also highly experienced in creation and analysis of management information and the tailoring
and delivery of this to clients, stakeholders and senior management.
In addition to the above I also possess excellent people management skills and experience,
with my recent career making me responsible for physical and virtual teams across multiple
sites and locations. I have over 5 years’ experience of the creation and delivery of
comprehensive and varied training programmes in both soft and technical skills.
I am confident that the range of skills, expertise and experience that I hold will ensure I prove
an asset to any organisation, and I would invite any prospective employer to viewmy LinkedIn
profile which includes numerous testimonials from colleagues and peers.
Recent Employment History
February 2015 – Present Career break due to serious ill health
May 2014 – February 2015 Head of Service Management (Williams Lea Public Sector Ltd)
 Overall responsibility for the transformation and implementation of robust ITIL based
service management across the digital services division
 Analysis of entire service provision and creation of detailedconfiguration
management system
 Analysis of existing processes, functions and teams leading to recommendation and
strategic direction to board level
 Direct input into the bid and tender process – instrumental in winning multi-million
pound contracts
 Direct contact with senior clients and acting as sole point of contact in all matters
relating to service delivery
 Working with the wider group of companies to align processes with best practice.

2. Jun 2010 – Aug 2013 eCommerce Service Delivery Manager (Aviva UK Life)
 Business owner of Aviva UK Life’s intermediary facing websites worth in excess of
£85,000 an hour to the company.
 Ultimate responsibility for managing service interruptions and ensuring websites
performed to target
 Designing and building support models and service level agreements
 Managing major eCommerce deliveries into the live environment
 Stakeholder management to company director level
 Responsibility for a team of 13 staff
 Responsible for the provision of insight and analysis based on disparate sources of
management and performance information
 Represented business interests both internally and externally during supplier and
acquisition contract negotiations, being instrumental in a number of high profile
business led changes
 Worked within, and helped to influence other areas to work within ITIL framework
guidelines
Dec 2006 – Jun 2010 Service Desk Manager (Aviva UK Life)
 Providing timely and accurate information to aid management of service outages
 Compiling and delivering concise & accurate reports to users and stakeholders
 Meeting company service targets
 Management, training and coaching 11 service desk analysts providing telephone
and email based support to website users
Apr 2006 – Dec 2006 Call Centre Team Manager (Aviva UK Life)
 Managing a team of 10 call centre agents providing telephone based support to
customers of the Life business, including ongoing coaching and training
 Producing performance reports for senior management
 Complaint escalation and resolution
 Maintaining industry knowledge and competency standards to comply with
regulatory body requirements
Jul 2004 – Apr 2006 Deployment Team Manager (Homeserve Emergency Services)
 Managing a team of deployment agents in a 24 hour emergency call centre,
providing domestic emergency services to customers nationwide
 Ensuring all field engineers were kept fully occupied and routed efficiently, whilst
keeping customers updated on progress
 Recruiting, training and coaching staff to perform in a highly stressful environment
May 2001 – Jul 2004 Installation Manager (Morton Windows & Conservatories)
 Managing all employed and sub-contractedinstallation teams to ensure timely and
efficient completion of customer projects
 Supply chain management ensuring all materials, parts and people are in place
 Management of the Work In Progress queue and schedule to maximise efficiency of
availableresources

3. April 1996 – May 2001 Training & Development Officer (Norwich Union Direct)
 Designing, tailoring and delivering training courses to new and experienced staff at
all levels
 Provision of training needs analysis
 Specialising in IT training to delegates with varying levels of ability and experience
 Soft skills expert in both sales and customer service environments
Vocational Qualifications and Certifications
Year Course Title Result
2014 ITIL Intermediate Level Service Strategy Passed
2014 ITIL Intermediate Level Service Transition Passed
2011 ITIL Version 3 Foundation Level Passed
2010 PRINCE 2 Studied
2006 Certificate in Financial Planning Level 1 (CF1) Passed
2002 CISCO CCNA Level 1 Passed
2002 LAN Fundamentals and Networking Passed
Educational Qualifications
Year Course Title Result
2003 eCommerce, business and technology – Cert HE Passed
1987 English Literature – AO Level Grade C
Biology – AO Level Grade B
1986 Computer Studies – O Level Grade A
Mathematics Grade B
English Language Grade B
English Literature Grade B
Biology Grade B
French Grade B
History Grade B
Geography Grade C
References
Billy Burnside Andrew Prince
Head of Platform Development Client Services Director
Aviva UK Life Williams Lea Public Sector
Wellington Row 3 85 Buckingham Gate
York London
YO90 1WR SW1E 6PD