WARWICK CASTLE
During my time here, I led the development of a more efficient and commercially focused contact-centre operation, supporting both day-to-day customer service and wider revenue-generation objectives.
A key achievement was expanding the contact centre’s remit to support four attractions, creating a more centralised and consistent approach to handling customer enquiries, bookings, and sales. I also played a key role in migrating the contact-centre operation to Head Office, improving efficiency, strengthening communication between teams, and creating a more streamlined experience for both customers and colleagues.
Alongside these operational improvements, I introduced new processes and ticketing sales structures designed to increase conversion and maximise revenue. This included developing and refining ticket packages, improving the way products were presented to customers, and creating clearer sales pathways to encourage upgrades and additional attraction visits.
My role combined customer experience, commercial strategy, process improvement, and operational leadership, helping establish a more scalable contact-centre model while supporting stronger sales performance across the attraction portfolio.
60+
4
ATTRACTIONS
AGENTS
Notable Projects
Peculiar Happenings at Ripley's
This project aims to develop a user-friendly mobile application that enhances productivity and organization. Through intuitive design and seamless functionality, users can efficiently manage tasks, set reminders, and collaborate with team members.
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LEGOLAND WINDSOR RESORT
