Our people

Shared vision; specialist skills and experience

Our executive team leads the business in line with the requirements of the customer contact marketplace and in order to help our clients achieve the best possible business outcomes from customer contact.  ContactPartners' founding directors form a closely knit team that has guided the business since its inception in 1999.  View our executive team biographies.

Our solutions specialists are customer contact technology and process experts that inform customer contact strategies and enable the design, implementation and ongoing optimisation of solutions that deliver value from day one.

Our account and project managers have an unwavering commitment to quality and customer satisfaction.  Experienced relationship managers, they manage the day to day relationship with our clients and oversee the timely delivery of any 3rd party deliverables to our exacting quality standards.

Our extended network comprises clients, industry experts, thought leaders, academics, best-in-breed customer contact service and solutions providers and specialist customer management consultancies.  This rich network enables us to identify industry trends before others, access specialist insight and intelligence and include 'best of breed' technologies in our solutions.

We judge our performance against key performance indicators agreed with each client at the outset of the working relationship, as well as our own client-centric performance management system.

Interested in joining ContactPartners?  If you're passionate about rewarding contact and want to work in a dynamic, fast-paced environment, why not email us at careers@contactpartners.com.

Biographies

  • Russell Hopcraft

    Founding Director

    Russ co-founded ContactPartners (formerly ClicktoCall) with Paul Harvey in 1999 based on a shared vision for creating rewarding customer contact. 

    Today, Russell has overall responsibility for strategic direction and partnerships.  He is ContactPartners' chief solutions architect and has personal involvement in each and every client engagement.  Russ is also responsible for building and maintaining ContactPartners' enviable network of industry talent.

    Starting out as an engineer in 1982, Russell was heavily involved in some of the biggest changes the communications landscape has seen: from the humble beginnings of cordless phones, answering machines and faxes through to the first non-BT telephone systems and then mobile phones. Moving into senior technically-driven sales positions, his achievements included the successful launch and management of some of the UK's earliest call centre operations, such as pan-European technical support centres for Symantec and 3Com.  After a formative experience in the contact centre industry, Russell became Development Director for a NASDAQ-quoted telecoms billing solutions company where he bridged the gap between client & market demands and the in-house development team; a focus that soon saw him advising senior management on the future direction of the company.  Finally, Russell's passion for cutting-edge technologies led to his involvement in the launch of some of the first PC-based Radio (and later TV) Broadcasting play-out centres.

    • Clients; ensuring ContactPartners’ continued industry expert status
    • Innovation, energy, inquisitive thinking, problem solving abilities, positivity
    • Win-win relationships, elegant solutions (both industry-related and from science and nature e.g. bio-mimetics), fine wines and iconic cars. Russ has also been a professional musician (well, a drummer!) and, over four years, performed a ‘nut and bolt’ rebuild of a light aircraft (a Luscombe Silvaire called Juliet Uniform)
  • Paul Harvey

    Founding Director

    Paul co-founded ContactPartners (formerly ClicktoCall) with Russell Hopcraft in 1999 based on a shared vision for creating rewarding customer contact.

    Today, Paul's main focus is client management and commercials. He engages closely and regularly with clients, overseeing the quality of work and continuously seeking to add value to their customer contact operations.

    Before creating ContactPartners, Paul spent over 15 years in the financial services industry, starting with Sun Life of Canada before moving to TSB Property Services, then Lloyds TSB after the merger of the two organisations, and, finally, Liverpool Victoria. During this period, Paul held a variety of roles, varying from independent financial advice to senior, national sales management in the latter years. Paul's extensive experience represents a rich legacy that has influenced ContactPartners' core values: commitment to providing best of breed technologies, independence and objectivity, and a genuine desire to get to grips with the business challenges organisations face today.

    • Delivering the highest levels of customer satisfaction; ensuring ContactPartners meets its strategic objectives
    • Focus on results, teamwork, fairness, attention to detail, tenacity, objectivity, humour
    • Achieving the best business outcomes for clients, innovative technologies, exploring new countries and motorbikes. Paul is also an avid and active supporter of his local youth theatre and the Chairman of the Oxford Youth Football League
  • Gilbert Toppin

    Non-Executive Director

    Gilbert Toppin is a senior professional who has held a succession of board level roles, including CEO at EEF (the manufacturers' organisation) and Senior Partner and COO for European consulting at Deloitte.

    Gilbert currently holds Non-Executive positions for technology businesses, and also advises technology and telecommunication clients on business strategy, revenue generation, growth, transformation programmes, M&A, business development, and profitability improvement.

    At Deloitte he led the business process reengineering, programme management, and e-Business practices, amongst others, defining and delivering major projects to the Financial Services, Energy, Utilities, Telecommunications, Consumer Products, Business Services and Public sectors.

    Gilbert's early career focused on economic development projects in Asia, Africa, the Middle East and South America.  He also led UK and Russia's privatisation programmes and many global large-scale technology projects, such as Vodafone's programme of change.

    He is co-author of Business Consulting, for The Economist, a leading book on business and technology services.

    • Successful and sustainable growth for ContactPartners; major client relationships; development of new services
    • Energy, lateral thinking, positivity, honesty, rigour, team player
    • Helping technology businesses thrive, diving, exploring Pre-Colombian ruins in Latin American rain forests. Gilbert also works with Coram, the children’s charity
  • Carolyn Moody

    Finance and Administration

    Carolyn has over 15 years' specialist finance and accountancy experience.

    Since 2004, Carolyn has been responsible for ContactPartners' finance and administration and the smooth day-to-day running of the organisation. She provides full financial management including: credit control, accounts related customer service, sales analysis, management reports, all aspects of payroll, VAT and monthly and annual accounts.

    From 1999 to 2006 Carolyn was co-founder and co-owner of an accountancy practice focused on providing a full range of accounting and compliance services for small limited companies.

    Before this, Carolyn was an Assistant Accountant and a freelance book-keeper.  Her early career was spent in Marketing and Advertising for a US publisher.

    • Smooth day to day running of ContactPartners and its continued financial stability and success; creating close working relationships with clients, partners and suppliers
    • Supportive, approachable, organised, good sense of humour, generosity
    • Teamwork, getting things right, family and friends, eating, drinking and holidays!
  • Nina Brooke

    Marketing

    Nina is an experienced Marketing professional with over 20 years' international experience in services and technology marketing gained in customer management, consultancy, enterprise software, outsourcing, telecommunications and not for profit/membership.

    A marketing consultant since January 2010, Nina has managed high profile and interesting programmes including ContactPartners' repositioning and rebrand in June 2012.  Today, she works with the company to guide its marketing and communications activities.

    Previously, Nina was Marketing Director for EEF, The Manufacturers' Organisation and the repositioning and rebranding work she led was recognised by the Gold award for 'Best Rebrand by Sector: Manufacturing' and the Bronze award for the 'Best Implementation of a Rebrand' at the prestigious European 'Transform' awards ceremony (April 2011).

    Before this, Nina was Head of Marketing for Verint Witness Actionable Solutions across EMEA.  She moved to this post following Verint's acquisition of CM Insight in 2006 where she had been Marketing Director since 2002.  Prior to this, Nina was Marketing Manager at 7C, after 9 years with AT&T performing various Marketing roles in Brussels, Paris and London.

    • Ensuring ContactPartners’ successful rebrand; building its brand and generating demand for services
    • Creativity, energy, focus on results, integrity, objectivity, considered but decisive
    • Building distinctive brands, articulating compelling and relevant propositions, French ‘brocantes’ (buying lovely, interesting ‘things’!) and renovating old properties