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“Can I pick your brain?”
On almost every engagement I run, someone asks. A team leader after a meeting. A manager who has just inherited a new team. A director who asks whether I’d spend some time with their people.
I’ve always said yes. This is for when someone wants more than a half an hour chat.
AI can answer most questions now. What it can’t do is see your operation, tell you you’re asking the wrong question, or ask in two weeks’ time whether you had the conversation you said you would. That’s what I offer: mentoring for leaders of service, customer and contact centre operations, built on 25 years of running and fixing them at Virgin Mobile, Three, the FCA, OVO, Pure Planet and since then as a consultant.
Who it’s for
The capable manager you want to back, not replace. They have learnt everything inside one organisation. Their instincts are good, but they have never seen it done another way.
The newly promoted head of CX or contact centre. The job has changed more than the title. Now it’s business cases, finance, leading leaders, and decisions about AI and channels that nobody senior is testing.
The person now running what we built together after a Sooth engagement.
How it works
It’s about your real work. Bring the dashboard you don’t trust, the restructure you’re drafting, the business case that keeps coming back, the conversation you’re putting off. And these days, the AI answer you’re not sure about.
I come and look. Time in your operation is part of the programme. People describe their centre the way they wish it worked. Half a day on the floor shows what they haven’t mentioned.
I’ll tell you what I think. This is mentoring, not coaching. You’ll get a view, including when I disagree with you.
It’s designed to end. The aim is that you stop needing me.
Options
Sponsored leader programme: £1,100 a month for 6 months For organisations investing in one of their leaders. We agree at the start with the sponsor what good looks like. I spend a half-day in the operation at the start and another at the midpoint. There are two sessions a month with messaging in between, and reviews with the sponsor at the midpoint and the close. What we discuss in sessions stays between us. The sponsor sees progress against the goals.
Operational read: £450 A half-day in your operation, followed by a written view of what I saw, the three things I’d work on, and whether mentoring is the right answer. The fee will be refunded in full if you go on to the programme within 30 days.
One to one: £650 a month, 6-month minimum For leaders backing themselves. Two sessions a month, messaging in between, and three goals agreed at the start and reviewed at the end.
Prices exclude VAT. Travel for on-site time is charged at cost. I work with a small number of mentees at a time.
Next step
Book a free 30-minute call. We’ll talk about what’s going on and whether I’m the right person to help. If I’m not, I’ll say so.
Book a free 30-minute call → click here
Or message me on LinkedIn, or email mark@soothconsulting.xyz if you need something to forward internally.