Bournemouth-based Mandy Holford has been appointed by leading contact centre business Echo-U as director of customer services as it prepares to expand into the south.
As part of the firm’s ambitious growth strategy, Mandy will be responsible for spearheading Echo-U’s southern expansion later this summer which will create 150 new jobs in Bournemouth, taking the firm’s total headcount to 500.
Taking on her new role, Mandy brings with her over 25 years’ experience in customer service and contact centre management. Having worked for the likes of RAC, TRM, BSM, Co-operative Energy and DPD, Mandy has overseen the successful launch of three start-up contact centres.
Mandy said: “As a former client of Echo-U at DPD, I was extremely familiar with its outstanding reputation for customer service, so when the opportunity arose for me to join the company and head up the launch of the new Echo-U South office it was one that was simply too good to miss.
“Having previously taken three contact centres from inception through to fully-functioning thriving divisions, I am looking forward to establishing Echo-U’s presence in the south, as we continue to deliver on Newcastle’s success, develop the new team and expand our client portfolio to support businesses in Dorset and the surrounding areas.
“At Echo-U South we will combine intelligent customer contact with leading edge technology to deliver the very best customer experience.”
Established in 2001 by David Blakey and Diana Bourke, Echo-U provides customer contact solutions across inbound and outbound call centres, social media and webchat channels. Mandy’s appointment follows David and Diana recognising a need to provide companies based in London and the South of England with intelligent customer contact on their doorstep.
Diana Bourke, Echo-U’s managing director, added: “The Echo-U team is our best asset and to be able to welcome Mandy as part of this is fantastic. Launching Echo-U South is an exciting and ambitious milestone for us and Mandy’s role is pivotal to its success.
“We’re aware that we offer companies a different outsourcing proposition from the norm and it’s one that has proved extremely successful with our clients. Our focus has always been on our intelligent team, leading edge technology and a hands-on approach from David and myself. It’s a combination that delivers outstanding results for clients and we know that Mandy can build upon this in Bournemouth to fulfil our growth ambitions.”
Echo-U is an established owner-managed UK contact centre which is committed to creating growth for its clients, including many of the UK’s biggest brands such as DPD, Sage Plc, Sky and National Careers Service, by managing their customer relationships through combining quality conversations with the best customer experience.