Best Practice Visit to Specsavers

Hear the latest news and updates on the CCMA and what to expect from the day.

• With Kate Knowles, Services Director, CCMA

Specsavers welcomes CCMA members to meet the team where they will share the background of their operation.

• With John Forster, Head of Contact Centre Operations, Specsavers

Winners stories

Session 1 – Our Silver Winners (Team Manager of the Year and Resource Planning Manager of the Year) & Site Tour

Hear from Adam, the Silver Winner of Team Manager of the Year – Small Contact Centre, who not only led the way in performance across all Team Managers for the Great Place to Work initiative, but also spearheaded the Support Champions programme, played a vital role in onboarding new starters, and actively drove process improvement opportunities.

Awarded Silver for Resource Planning Manager of the Year, Jonathan led the introduction of a new organisational structure that has been pivotal in driving positive transformation within the Resource Planning team. His key achievements include implementing a headcount tracker, enhancing planning accuracy, optimising software tools, and delivering greater efficiencies, all while upholding core service principles.

With:

• Adam Hill, Team Manager, Specsavers
• Jonathan Luniw, Planning Manager, Specsavers
• John Forster, Head of Contact Centre Operations, Specsavers

Session 2 – Contact Centre Culture Bronze Award

Bronze Winners of Best Contact Centre Culture, Specsavers has fostered a workplace where everyone belongs, anchored in five core behaviours: Courageous, Collaborative, Compassionate, Commercial, and Curious. With a ‘Great Workspace’ refurbishment underway, they’re proud to share a revitalised environment where employees feel motivated to work. Key focus areas include delivering the DEIB strategy, driving continuous improvement, enhancing recognition, and building a truly great place to work.

With:

• Liz Rowlands, Learning and Development Manager, Specsavers 
• Emma Wilson, Optics Operations Manager, Specsavers

Session 3 – Gold Award Winners: Most Effective Ways of Working

Winners of the Gold Award for Most Effective Ways of Working, the team will showcase how they championed core values, seamlessly integrated new hires, conducted targeted training analysis, introduced the IMPACT rewards programme, and implemented a new knowledge system – driving meaningful and lasting improvements across their ways of working.

With:

• Mantas Gudeliauskas, Contact Centre Project Manager, Specsavers
• Simon McMurdo, Communications and Knowledge Manager, Specsavers