Meet the Team
Nick Williams – General Manager
Nick has worked within the Orbital Marketing Services Group for the past 20 years. Following various roles in the business during his career, he became General Manager for response handling and fulfilment services in 2003.
This period has seen a major shift away from the distribution of printed matter to digital channels. In turn, the business has diversified to become a major player in providing integrated outsourced solutions to both specialist, niche enterprises and blue chip organsiations alike.
Pete Thornton – Operations Manager, Rushden
Pete joined the Group in 2003, taking responsibility of our fulfilment operations, at our warehouse complex in Rushden, Northants. From production to personnel, security to warehouse procedures, Pete manages the entire site.
Ian Bronstein – Head of Supply Chain Management
Ian Joined us in 2013, bringing with him a wealth of experience in fulfilment and delivery having worked for some of the biggest parcel delivery services in the UK. Ian is a great first point of call if you're looking to work with us.
Wendy Lenton – Client Services Manager, Rushden
Wendy joined the group in 2007 and is responsible for the Account Management Team and production office based in Rushden. Wendy is also a quality manager and is activiely involved in our ISO 9001 Quality Management System.
Alison Flannery – Response Centre Manager
Alison joined the group in 2001. Together with her team of Supervisors and Trainers, Alison manages the Ashford based call centre of 50 seats. She is also responsible for a team of account managers and for ensuring all ISO 9001 practices and procedures are adhered to.
Simon Long – Project Implementation Manager
Simon joined the group in 2002. Simon has responsibility for working alongside all operations departments (systems, call centre, fulfilment, etc.)
His role is to work with Nick Williams and all operational departments (systems, call centre, fulfilment etc. to ensure the successful implementation of new contracts. He remains involved in these activities for a minimum of six months (or as necessary). Throughout this period he works with a key account manager, providing all daily contractual requirements.
All our Account Managers are experienced in project management, trouble shooting and delivering high level support for their clients. A key component to activity is the Account Development Strategy which encourages pro-activity and creativity by focussing on improvement opportunities.
All clients are appointed an experienced and dedicated contact (plus back up) who will manage your account on a day to day basis. This includes:
- Developing your business rules (the bespoke processes and procedures that apply to your own business operations)
- Taking and processing your ad-hoc instructions
- Performance monitoring and client reporting
- Progress chasing
- Liaising with other departments
- Providing advice and feedback, etc.
Your account Manager will co-ordinate the production of MI and monthly Executive Summary, they will also monitor and report upon KPI’s as outlined in your business rules.
Response Centre Agents
The response centre is managed by experienced telesales/customer service agents working on a dedicated or shared (bureau) basis (or both). With comprehensive training and system-driven product details, they give accurate and relevant information to the caller so that the correct product can be ordered.
- Agents work on a variety of different projects
- Call management software with ‘skills based routing’.
- Calls are delivered only to agents that have been trained in a particular task or skill and the relevant script/input screen is automatically ‘popped’ (CTI).
All response centre staff are trained to take telesales calls and about 25% deal with specific customer service activities, including outbound calling.
If you'd like to find out more about Orbital Interact, please get in touch with us today.