Client Case Studies

Argos have been going through huge change, including its recent acquisition by Sainsbury’s. CMR have been working with Argos across their contact centre operations recruiting a real span of different specialist roles in this sector, including a senior retained piece of work at Director level. Roles include;

• Customer Operations Director
• Head of Central Operations (Planning, Forecasting, MI, Training, Quality etc.)
• Change Manger – Contact Reduction
• Customer Insight Manager
• Six Sigma Black Belt Lead
• Interim RFP BA
• Interim Senior Resource Planning & Forecasting Manager
• Head of Outsourcing
• Head of Quality & Business Insight

“I have worked with Paul and the team both as a candidate and a hiring manager. Paul and the team have extensive knowledge of the contact centre industry, are well connected and have high calibre candidates in their network. My experience as a candidate has been exceptional, always available, always proactive and always honest.”

Chris Stroud
Customer Management Centres Director

Sainsbury’s Argos

“I have worked with CMR on a number of roles including Director level and I was really impressed at the breadth of their network. The shortlist that they presented was a great diverse mix of experience and career stage. All the candidates were well briefed on both the role and the business. I would highly recommend Paul and his team for those looking to hire mid to senior level roles in customer contact and customer insight roles.”

Lucy Crowther
Head of HR, Retail and Customer Services

Sainsbury’s Argos

“I found my experience with CMR to be a very clear, open and transparent one throughout the recruitment process. Paul was at hand 24 hrs a day and on 2 occasions called me from his holiday to discuss updates and any concerns I had. The relationship felt bespoke, supportive and friendly throughout.”

Paul Jamieson
Head of Central Operations

Sainsbury’s Argos

“Paul and the team have helped me to recruit numerous roles within our customer management centres. They have an excellent network in the industry and can always provide a great selection of candidates across all roles and levels. They specialise in Exec / Leadership roles but are able and willing to tap into their connections to help me find the right person for any role. It’s very easy to work with CMR, their contact centre knowledge means they understand my requirements quickly. Having introduced me to successful candidates, they understand the culture of our business and know who will fit and who won’t.”

Rhonda Lloyd
HR Manager, Customer Management Centres

Sainsbury’s Argos

The Guardian News & Media Group engaged CMR to recruit a Head of Customer Experience.

“Customer Management Resourcing and Paul in particular had a helpful and friendly approach to our opportunity to fill our vacancy for a Head of Customer Experience with The Guardian. We were widening the remit of this role and CMR understood the experience we were looking for interpreting the brief effectively to provide an appropriate selection of candidates – saving us time while also providing an excellent choice. CMR proved a great recruitment partner to us and the successful candidate has also proved herself in her contribution to transforming our service.”

Anne Gowan
Head of Direct

Guardian News & Media

“I can highly recommend Paul as an outstanding recruiter. From our very first interaction, he was quick to develop a great rapport and took the time to understand my career experience to date and indeed my needs. Throughout the entire process including post job offer he was very supportive. He kept me well informed and motivated throughout the entire journey and the service as a whole felt personally tailored to me. I would certainly use the service again be that for a personal need or indeed if I was looking to recruit on behalf of a business. ”

Natasha Yelland
Head of Customer Experience

Guardian News & Media

PPL is the UK-based music licensing company which works on behalf of performers and record companies to license recorded music to be played in public and broadcast (including online). This income is then distributed to its members, including major record labels and independents, all of whom are legally entitled to be fairly paid for the use of their recordings and performances.

Over the past 6 months CMR have been engaged by PPL to support them in recruiting a number of roles across the operational areas of the organisation;

Operations Manager
Business Relationship Executive (BRE)
BRE Team Leader
Business Improvement Manager
Business Support Manager

Sarah Mitchell – Head of Public Performance said:

“Everyone loves music but not everyone stops to think about how musicians and record companies get paid for their work. At PPL we are committed to, and recognised for, delivering a first class service to all our customers (from licensees to members), whilst standing up for music rights that ensure music still gets made and the people who help create it get properly paid. PPL hires and develops talented, dedicated people and CMR took the time to really understand the qualities that we need in individuals to enable us to drive success within the business. We have found them to be responsive and professional and always focused on achieving the right results for PPL.”

Personal references from candidates involved;

“Jamie was a very strong recruiter from my point of view. I’ve not experienced many recruiters who follow-up so well and he was very open and honest about the process throughout. The role was exactly what I was looking for so I’m very happy with him.”

Peter Ransom
Business Improvement Manager


“Paul Dacey was great with the whole recruiting process and kept me informed and updated at all times. He was honest and clear about the role and as a result, the role met my expectations. I have since used Paul again to recruit for another position in my new team. I would definitely recommend and use CMR again in the future.”

Selina Wedderburn
BRE Team Leader


“Paul Dacey was excellent. He kept in regular contact with me and really helped me through the interview process in terms of what to prepare etc. Unlike some Recruitment Managers Paul seemed genuinely interested in me and helping me to get the right role. He liaised with HR and other parts of the business on the numerous queries I had on the role, Paul was excellent in dealing with this. The whole end to end journey was really good and I would definitely recommend CMR and Paul Dacey in particular in the future.”

Jacqueline Gray
Contact Centre Operations Manager


Candidate Experience & Personal Testimonials

“I felt that the recruitment process was managed perfectly. From the initial contact, all communications were speedy, relevant and helpful. During the interview process, Jamie at CMR was always on hand to provide really valuable and constructive feedback, often outside of standard working hours. In all honestly, the best recruitment process I have been through.

I would certainly recommend Jamie and CMR with no hesitation and all expectations were and have been met.”

Heidi Cooke
Head of Customer Service


“It was a pleasure working with Paul Dacey. He was helpful, efficient and responsive.”

Katy Cork
HR Manager

Rated People

“I partnered with Paul in 2015 to make the transition from Amazon to Virgin Media; throughout the process Paul was proactive, honest and open. These traits made the process and transition seamless for me as the end customer and having had that experience personally I’m happy to recommend CMR as an organisation who will take great care of your candidates and deliver a great candidate experience.”

Emer McGinley
Head of Customer Experience

Virgin Media Ireland

“I have worked with Paul over the last 15 years, as both a candidate and a recruiting manager. I have found Paul to be consistently professional and extremely reliable, but also very genuine. He has a significant network across the industry and always delivers candidates that are great calibre with the relevant experience. Paul is certainly my first port of call when I’m looking to recruit.”

Ray Biggs
Head of Customer Contact


“I have worked with employment agencies to source candidates and find employment myself and I genuinely I find they are all the same and lack the personal touch or any engagement. However, working with CMR and Paul it was like a breath of fresh air. I have experienced CMR on both sides as a candidate and seeking talent and was treated with respect and kept fully updated throughout the process.

When I was working with CMR to find another role I felt they was on the journey with me and built up a great relationship with them and despite it being a long journey CMR kept me engaged and fully updated. I now use CMR for my recruitment needs as I know they will engage any candidate to the highest standards regardless of outcome and ensure its a positive experience.

If you are a professional and want to ensure that your own values are maintained and represented then trust CMR.”

Jon Ratcliffe
Vice President, Transition


Consultancies & CMR Partners

“I have used Paul and his team’s services for many years as they have a great connections with the right people for customer contact, customer experience & project roles. Great quality candidates and a real understanding of your needs and the types of people who with fit your company and values – highly recommend them.”

Nicola Collister
Managing Director


“Paul is that rare thing in the world of recruitment; someone who knows his market inside out and has access to great candidates, but who’s willing to help and advise even when there isn’t a recruitment brief to be fulfilled. Recently, when a client had a hard-to-fill senior role I recommended CMR to them. CMR identified the right person, who was appointed to the role and is having a great impact for my client.”

Steve Sullivan

Channel Doctors

“I have worked with Paul and his team for a number of years now, their network and knowledge of the market is second to none. This allied to a proactive and highly professional approach to sourcing the right people make Customer Management Resourcing an ideal partner for recruiting the very best talent in the market place. Paul and his team adopt an equitable and partnership approach to business and I value our relationship highly. I would recommend Customer Management Resourcing in a heartbeat.”

David Baker
Managing Director

Customer First

“I have worked with Paul Carter for a number of years both as an Interim candidate and also to recruit for mid and Executive Level customer service and contact centre roles. Paul and his company CMR stand out in that they truly take the time to get to know the candidates in detail and also to understand the organisations they are recruiting for and their challenges. Paul has a unique ‘eye’ in matching up both technical skills but also can see where there are strong cultural alignments. This gives CMR the edge.”

Rochelle Weinstock
Executive Level Interim Consultant

“Paul and his team provide a complete professional and personal service. They understand their market and the value of keeping candidates informed with clear feedback and guidance throughout the process. Paul is great networker and always available for a conversation.”

Andy McWilliams
Senior Multi Channel Consultant


Customer Management Resourcing
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Tel: +44 161 941 5555

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Customer Management Resourcing Block C,77 Sir John Rogerson’s Quay, Dublin Docklands, Dublin D02 VK60

Tel: +353 (0)1 5645691


Customer Management Resourcing
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Tel: +31 30 799 8400