CEO & Co-Founder - Tom Horne
Non- Executive Director - Nigel Purveur
CEO & Co-Founder - Tom Horne
+44 (0) 7825 575357
Tom has over 16 years’ experience managing large international Operations. In the early years of his career predominantly working in the Financial Services sector, Tom has held multiple C-suite roles across the financial markets and most recently the BPO sector.
Having lead Contact Centres acr
+44 (0) 7825 575357
Tom has over 16 years’ experience managing large international Operations. In the early years of his career predominantly working in the Financial Services sector, Tom has held multiple C-suite roles across the financial markets and most recently the BPO sector.
Having lead Contact Centres across the globe, Tom is a CX leader that is passionate about service delivery. Having moved into the BPO sector in 2020, Tom was most recently a Chief Exec of a UK based Outsourcer that specialises in the regulated markets. Managing large teams across Customer Service, Collections, Complaints, Sales, and Quality Assurance. Some career highlights include:
- Supporting a UK lender through FCA Authorisation, shaping the Operations to ensure compliance, efficiency, and quality.
- On-shored large Contact Centre’s from Asia and continental Europe back to the UK successfully.
- Managed regulated teams across multiple continents simultaneously, running multi-million-pound P&L’s.
- Set up and managed some of the biggest UK brands within the outsourcing space.
- Helped offshore the market leading firms across Financial Services and Retail into the South African market for the first time.
CFO & Co-Founder - Rav Takhar
Non- Executive Director - Nigel Purveur
CEO & Co-Founder - Tom Horne
+44 (0) 7864 523020
Rav is an accomplished CFO with a strong academic background, holding an Honours degree in Accounting & Financial Management and a fellowship with the ACCA. With years of experience in various sectors, including Financial Services and Business Process Outsourcing, Rav has developed a versatil
+44 (0) 7864 523020
Rav is an accomplished CFO with a strong academic background, holding an Honours degree in Accounting & Financial Management and a fellowship with the ACCA. With years of experience in various sectors, including Financial Services and Business Process Outsourcing, Rav has developed a versatile skillset that enables him to lead finance teams in a wide range of businesses and industries.
Rav's leadership and management skills have helped him to develop and grow finance teams in diverse environments, from PE-backed SMEs to publicly listed organisations. He has a proven track record of driving KPI improvements by providing relevant financial information and insights to non-finance managers.
As a Finance Leader, Ravinder is responsible for overseeing all finance services, including Cash Management, Management Accounts, Accounts Payable, Payroll, Budgeting and Forecasting, while ensuring compliance with regulatory requirements and organisational policies and strategies. His expertise in financial management, combined with his strategic vision, enables him to provide financial guidance and insight that drives the growth and success of the business.
COO & Co-Founder - Risto Proosa
Non- Executive Director - Nigel Purveur
Non- Executive Director - Nigel Purveur
+44 (0) 7547 737348
Risto has more than 8 years of experience in Financial Services, where he has managed operations teams across operational functions such as Customer Service, Vulnerable Customer Support, Collections & Recoveries, Quality Assurance, and Complaints.
Risto is passionate about providing first-cl
+44 (0) 7547 737348
Risto has more than 8 years of experience in Financial Services, where he has managed operations teams across operational functions such as Customer Service, Vulnerable Customer Support, Collections & Recoveries, Quality Assurance, and Complaints.
Risto is passionate about providing first-class customer service and has extensive experience in setting up and restructuring teams to maximise productivity and quality of service. He has successfully led operations teams through FCA approval and set up Vulnerable Customer Initiatives in a highly regulated financial sector. Risto loves to lead by example and inspire people to reach their full potential.
Non- Executive Director - Nigel Purveur
Non- Executive Director - Nigel Purveur
Non- Executive Director - Nigel Purveur
With 48 years in the pensions, insurance, and financial market, 25 years of those at board level, including 25 years at Capita as ‘Portfolio Director’. Nigel has gained a reputation of being able to transform large contracts and organisations to ensure they are profitable, stable and compliant.
Customer Success Director - Penny Downs
Client Success Manager (Complaints) - Ricky Smith
Customer Success Director - Penny Downs
Penny Downs is a seasoned Customer Success Manager with a wealth of experience spanning multiple industries. With an impressive background in running contact centres and leading operations teams,
Penny brings a unique blend of expertise derived from her roles in financial services, Business Process Outsourcin
Penny Downs is a seasoned Customer Success Manager with a wealth of experience spanning multiple industries. With an impressive background in running contact centres and leading operations teams,
Penny brings a unique blend of expertise derived from her roles in financial services, Business Process Outsourcing, and even the prestigious Premier League football team Arsenal.
Throughout her extensive career, Penny has demonstrated an unwavering commitment to achieving excellence in customer service. Her passion lies in developing people and nurturing their talents, fostering a culture of growth and continuous improvement within her teams. Her leadership style is defined by her ability to inspire and motivate others, creating high-performing teams that consistently deliver outstanding results.
Penny's diverse professional journey has equipped her with a deep understanding of the intricacies involved in providing top-notch service across varied sectors. Her proficiency in optimising operational efficiency, coupled with her knack for identifying opportunities for enhancing client relationships, makes her an invaluable asset to Contact Web
Client Success Manager - Joe Varney
Client Success Manager (Complaints) - Ricky Smith
Customer Success Director - Penny Downs
Joe boasts a wealth of knowledge and experience within a number of sectors including the finance, telecoms and motor industry.
He is driven to be the best he can in anything he does, working his way up through the companies he has worked for helping to install new and improve on existing processes to maximise
Joe boasts a wealth of knowledge and experience within a number of sectors including the finance, telecoms and motor industry.
He is driven to be the best he can in anything he does, working his way up through the companies he has worked for helping to install new and improve on existing processes to maximise company performance.
Joe is willing to be thrown straight in to new challenging environments. With a can do attitude, he understands what a client needs and has the confidence to train out to his associates to ensure the needs of the campaign are met quickly and efficiently.
His experience and friendly approach allows him to build trust within his team members along with the clients to help make every project a success.
Client Success Manager (Complaints) - Ricky Smith
Client Success Manager (Complaints) - Ricky Smith
Client Success Manager (Complaints) - Ricky Smith
Ricky has more than a decade of experience in Financial Services, managing, developing, coaching and leading Complaints teams.
Ricky is passionate about providing first-class right outcome based Complaints service and has extensive experience in setting up and restructuring teams to maximise productivity, qualit
Ricky has more than a decade of experience in Financial Services, managing, developing, coaching and leading Complaints teams.
Ricky is passionate about providing first-class right outcome based Complaints service and has extensive experience in setting up and restructuring teams to maximise productivity, quality of outcome and quality of service. Ricky loves to help people to reach their full potential.
Customer Success Manager - Sabil Raza
Client Success Manager (Complaints) - Ricky Smith
Client Success Manager (Complaints) - Ricky Smith
Sabil has a combined experience of 4 years in sales. That includes B2B, B2C, Lead generation and much more. He is an aspiring actor with a passion for all things acting and believes this is what drives his sales ability. He enjoys a challenge and the competitive aspects of sales and his ethos is to take every call
Sabil has a combined experience of 4 years in sales. That includes B2B, B2C, Lead generation and much more. He is an aspiring actor with a passion for all things acting and believes this is what drives his sales ability. He enjoys a challenge and the competitive aspects of sales and his ethos is to take every call as if it's your first, it doesn't matter what has occurred on your pervious sales pitch, leave that negative energy behind.
Head of Talent - Kirsty Taylor
Quality and Training Lead - Alex Vasylenko
Quality and Training Lead - Alex Vasylenko
kirsty.taylor@contactweb.co.uk
Kirsty is a highly experienced operations team leader with a proven track record of managing large and complex teams within contact centre's. With financial services experience in lending and car finance, as well as experience in government 111 call handling,
kirsty.taylor@contactweb.co.uk
Kirsty is a highly experienced operations team leader with a proven track record of managing large and complex teams within contact centre's. With financial services experience in lending and car finance, as well as experience in government 111 call handling,
Kirsty brings a wealth of expertise to her role.
Driven by her passion for delivering outstanding service to clients, Kirsty is known for her hard-working nature and her brilliant attention to detail. She understands the importance of effective communication and collaboration within a team, and works tirelessly to ensure that her team is empowered to achieve their goals.
With her deep understanding of contact centre operations, Kirsty is committed to continuously improving processes and driving efficiencies. She is a natural problem-solver, with the ability to quickly identify and address issues as they arise.
Kirsty is an excellent leader who inspires trust and confidence in her team. She is always willing to go the extra mile to ensure that her team is set up for success, and takes great pride in seeing her team members thrive and succeed.
Quality and Training Lead - Alex Vasylenko
Quality and Training Lead - Alex Vasylenko
Quality and Training Lead - Alex Vasylenko
alex.vasylenko@contactweb.co.uk
Alex is a highly skilled professional with over 10 years of expertise in customer service and 2+ years in quality and training. With a passion for delivering exceptional customer experiences and a strong focus on continuous improvement, Alex has made significant contributions to the organizations she has wor
alex.vasylenko@contactweb.co.uk
Alex is a highly skilled professional with over 10 years of expertise in customer service and 2+ years in quality and training. With a passion for delivering exceptional customer experiences and a strong focus on continuous improvement, Alex has made significant contributions to the organizations she has worked with.
Alex has excelled in the field of quality and training. With a keen eye for detail and a commitment to excellence, she has successfully implemented quality assurance processes and training programs to enhance the performance of customer service teams. Alex dedication to continuous improvement has resulted in improved customer satisfaction scores and increased operational efficiency.
Marketing Coordinator - Nicole Veriato
Quality and Training Lead - Alex Vasylenko
Marketing Coordinator - Nicole Veriato
nicole.veriato@contactweb.co.uk
Nicole has 10 years experience working within Customer Service in multiple industries. She has been in all different aspects of the telecommunications industry over the last 3 years. With 2 years experience in Recruitment and Quality and Coaching, and having Interned 2 Marketing Roles, she is driving our Mar
nicole.veriato@contactweb.co.uk
Nicole has 10 years experience working within Customer Service in multiple industries. She has been in all different aspects of the telecommunications industry over the last 3 years. With 2 years experience in Recruitment and Quality and Coaching, and having Interned 2 Marketing Roles, she is driving our Marketing Initiatives, bringing a strategic approach to digital marketing aimed at building brand loyalty and driving growth. She holds a First-Class BA (Hons) degree in Psychology and Criminology, providing her with a deep understanding of consumer behavior and analytical skills that enhance her marketing strategies.
Insights Manager - Janne Scheinpflug
Quality and Training Lead - Alex Vasylenko
Marketing Coordinator - Nicole Veriato
janne.scheinpflug@contactweb.co.uk
Janne is a dedicated CX Specialist with a proven track record in customer experience management, knowledge management, and training coordination. With over four years at Omlet Ltd, she honed her skills as a CX Analyst, applying data analysis to enhance customer experiences. Prior to that, she led impactfu
janne.scheinpflug@contactweb.co.uk
Janne is a dedicated CX Specialist with a proven track record in customer experience management, knowledge management, and training coordination. With over four years at Omlet Ltd, she honed her skills as a CX Analyst, applying data analysis to enhance customer experiences. Prior to that, she led impactful training initiatives as a Training Coordinator, fostering team growth and operational excellence.
Collections Team Leader - Jasmin Caldwell
Collections Team Leader - Jasmin Caldwell
Collections Team Leader - Jasmin Caldwell
jasmin.caldwell@contactweb.co.uk
Jasmin has a strong background in customer service. With 6 years of experience in the field, she has honed her expertise in providing exceptional support to customers. Throughout her career, Jasmin has spent 6 years working in contact center environments, where she developed excellent communication and prob
jasmin.caldwell@contactweb.co.uk
Jasmin has a strong background in customer service. With 6 years of experience in the field, she has honed her expertise in providing exceptional support to customers. Throughout her career, Jasmin has spent 6 years working in contact center environments, where she developed excellent communication and problem-solving skills.
In addition to her customer service experience, Jasmin has dedicated 2 years specifically to debt collections. She possesses a deep understanding of managing and resolving outstanding debts. Her knowledge of debt collection strategies and regulations allows her to navigate complex situations with professionalism and empathy.
Collections Team Senior - Rebekah Dunwoody
Collections Team Leader - Jasmin Caldwell
Collections Team Leader - Jasmin Caldwell
rebekah.dunwoody@contactweb.co.uk
Rebekah is a highly experienced professional with a decade of expertise in customer-facing roles. Throughout her career, Rebekah has consistently displayed a strong commitment to providing outstanding customer service. Her extensive experience has equipped her with a deep understanding of customer needs an
rebekah.dunwoody@contactweb.co.uk
Rebekah is a highly experienced professional with a decade of expertise in customer-facing roles. Throughout her career, Rebekah has consistently displayed a strong commitment to providing outstanding customer service. Her extensive experience has equipped her with a deep understanding of customer needs and the ability to effectively address their concerns. She possesses excellent communication skills, allowing her to build rapport with customers and guide her team towards delivering exceptional service.
Rebekah's journey within our organisation is a testament to her determination and drive for success. Starting as a customer service agent, she quickly proved herself as a valuable asset, consistently exceeding expectations. Her exceptional performance and ability to inspire and motivate her team members led to her promotion to the role of Team Leader.