Ask about Paul Kelly
Key Points
  • Personally responsible for the management and resolution of customer complaints and concerns for Westpac CEO Gail Kelly and her Group Executive Team from 2002 until he left the group in 2013.
  • Recently completed a three month contract with News Corp to establish a full Service Delivery Charter and culture change with their large Customer Contact Centre. 
  • During his time at Westpac Group and News Corp, he worked with key business areas to develop and deliver customer service improvement programs specifically tailored for the unique businesses and change cultural attitude.
Topics
  • Customer Advocacy
  • Complaint Management
  • Culture Change
  • Management Performance
  • Coaching
Testimonials

Paul, your knowledge, enthusiasm and passion show strongly. You’re delivery to our Senior Leadership Team was full of energy, straight to the point and extremely effective. We all enjoyed the morning with you and walked away with new techniques and much learnt.
Looking forward to continuing the relationship.
Spencer Lowndes
Access Hardware Managing Director

Thanks Paul for all your passion, determination and hard work for our people and customers. You have been instrumental in our success and will always be part of The Society.
CEO
SocietyOne

Paul has a back to basics approach to great service and customer centric behaviours. His messages resonated strongly across BT and we have included this model as part of our 'Be the Magic' programme

Senior Executive
BT Financial Group

We all have a part to play in delighting customers. The 5-step model is something that anyone, anywhere in Westpac can readily take on board.
Senior Executive
Westpac

Our teams are telling us that they have been making simple changes in their actions and behaviour from this program to turn a negative customer experience into a positive one.
Senior Executive
Westpac

Paul is a rock star when it comes to presenting on customer service. He really helped my team improve with NPS
Senior Executive
Queensland Retail Banking

Just a short note - I was up in Rockhampton earlier this week and spent some time with the C&AB folk. Just thought I'd let you know that they attributed their improved advocacy scores to you (you obviously made an impact). Thanks a lot for supporting our business.
Senior Executive
Commercial Australia

I think that your energy, drive and passion for the right outcome for the customer is fantastic. The 5-step customer process is great and the energy and focus you had on this with BT Contact Centre was great. Also my interactions with you around customer complaints is superb. You ensure that everyone feels accountable for dealing with the complaint quickly and get the right outcome for the customer. You are a great role model!
Senior Executive
BT Financial Group

Paul was an instant hit. His refreshing approach in delivering the presentation and the passion he demonstrates was infectious and each and every person who attended the sessions were blown away. In my 10 years with the Bank, most of it within this business, I have never seen an impact such as this; staff are still discussing the impact these sessions had on them.
Senior Executive
Customer Advocacy Mortgages

Paul is a highly professional, engaging, passionate and effective leader of change. The story telling style had real heart string connectivity with our diverse team which has delivered a demonstrable change in our approach to serving customers, noticeably assisted KPI improvement driving employee engagement and encouraged conversations between bankers and operations to review what service we provide and how this feels to our customers. We have changed the way we speak to partners and customers… [and established a] Reward framework.
Executive, Business Lending Operations
Westpac

Paul is very generous in his support and also in sharing best practices. Since my time in the role in Victoria we have engaged Paul to assist our champions and management team on a journey of continuous service improvement and the improved results have been very encouraging and pleasing. Paul takes personal pride in these results as well, which makes him a great part of our broader team. I really enjoy Paul's proactive approach and his calls to give me a heads up or a suggestion are always greatly appreciated.
Executive, State Manager
Westpac

Paul was engaged to develop a Customer Advocacy Program. We have learnt much from his insights and experience. This work defined our Service, Sales and Leadership disciplines. This program positions us well for the future.
General Manager
News Corp Australia