Phil Quickenden

Phil Quickenden

Head of Contact and Assessment Services
Suffolk County Council

Categories covered by Phil

Talks covered by this speaker

18

Local Government Contact Centres

About this Speaker

Phil has worked in public sector contact for almost 20 years with key roles in Thames Valley Police and Suffolk Constabulary emergency control rooms before moving into social care contact in 2018. As Head of Contact and Assessment Services for Suffolk County Council, Phil is responsible for managing over 200,000 contacts each year, protecting vulnerable people. The highlights of Phil’s career to date have been the replacement of the telephony platform across Norfolk and Suffolk Constabularies, receiving the National Control Room Leader of the Year award in 2018 and more recently the setting up of the ‘Home But Not Alone’ service – a multi strand, multi-site contact centre to respond to the covid-19 pandemic. Phil is passionate about user centred contact strategy and the challenges faced by the public sector to deliver efficient services in the face of ever decreasing budgets.

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