Neos Elevate
Executive and Specialist Support for BPOs scaling fast, fixing complexity, or preparing for exit.
Partnership
Growth
Value
Independent Customer Service BPO's are facing a tough time.
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AI, tech and new ways of working are disrupting customer and business expectations.
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Different skill-sets are needed to help adapt to emerging technology and clients looking for new solutions.
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Increasing employment costs are putting pressure on businesses.
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Squeeze between large BPO's and global freelance platforms making it more difficult to stand out.
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The talent market is turbulent, leading to high volume applications, misalignment on roles and churn.
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Hiring a full time executive or senior operator is not always affordable.
Neos Elevate supports BPOs to elevate from a traditional seat-based model into higher value solutions using proven senior talent on a long term, fractional, interim, or advisory basis.
5 reasons to use Neos Elevate
1. Executive & Leadership Firepower
Proven leaders - available within days.
2. Outcomes, Not Overheads
No NI, pensions, or fixed employment costs. Just a fixed payment giving you cost certainty.
3. More Than a Person — A Support System
Every leader comes with the backing of toolkits, frameworks, and expert advice when needed.
4. Built for Service-Led Businesses
No generalists. Specialists in CX, Business, Operational Delivery, Data and Technology at a global level.
5. M&A-Ready Leadership
Board Level talent with experience in scale-ups, investor relations, and due diligence prep.
Contact Us For A Chat
This industry is moving fast. You should too.
When your business lands a new client, hits a delivery wall, or prepares for M&A - you don’t need a job spec, you need someone
who’s done it before, and can do it again.
Neos Elevate connects BPOs with proven CEOs, COOs, and transformation leaders on a fractional, interim, or advisory basis.
No hiring delay. No long-term overhead.
Just the right leadership for what’s next.
Examples of our work.
CEO restructuring a UK BPO to get ready for sale - 3 years
Transformation Director for European BPO - 3 Years
AI Advisor to UK Land registry - 8 years
Contact Centre Director for BPO Top Tier Client - 3 Years
VP Customer Support for a European SaaS startup- 2 years
Acquisition Lead for UK BPO - 2 years
Director of Customer Service for automative platform - 4 years
Global CX Manager for a luxury fashion brand - 5 years
Turn around programme for worldwide cosmetics brand - 2 years
How It Works
Define An Outcome Not a Job Spec
For a fixed monthly fee, we work with you to provide suitable talent based on the outcomes you want to achieve, short, mid and long term.
Fast Onboarding, Faster Impact
We chemistry test, match and onboard resource within days, focussed on delivering value and practical progress from Day One.
Extended Support
You benefit from additional support and resources that support your outcomes, which is included the fee.
You Stay In Control
Our model adapts to your needs. We can scale up, switch focus or step back.
Lets talk - we'll deliver a shortlist of talent in under a week
Business Assessment
Analysis of your offer, bringing to the surface strengths, weaknesses and opportunities. Conducted at kick-off and annually. - Current strategy - Growth Opportunities - Operational Model - Key operating processes - Technology configuration - Training and quality - Cost Analysis
Project Office Support
Resources to track action ensuring risks and opportunities are assessed. Branded playbook for socialising the desired outcomes with other internal teams.
Expert Advice
Access to industry experts to help accelerate research and decision-making: - Leadership Coaching - AI and Technology - Customer Strategy - Data Analysis - Culture, Development, EDI - M&A Guidance
Resources and Toolkits
Access to Methods, Tools and Frameworks, proven to accelerate delivery and quality of client outcomes. Includes: - Benchmark Reports - Customer journey mapping - Turnkey Automation Tools - Conversational Tools - KPI and Metrics framework - Agent Wellbeing resources - Training and Learning programme
Frequent Questions and Answers
Why is Neos Elevate safer than hiring an employee directly?
The average tenure of a Manager or Director in the CX and Service industry is currently less than 3 years.
The risk of hiring an ambitious Director who will move on or someone who doesn't entirely fit is in our experience higher than working with a team like ours who will be there with you every step of the way.
What happens if the hire leaves?
All our talent has a great track record with companies they have worked for. Our attrition rate is well below the average of most companies at under 10%.
However if someone does leave or it doesn't work out, you have the option to seamlessly transition to someone else in our talent bank or reverse out and hire someone directly.
As the knowledge doesn't sit with just one person, the risk of 'brain-drain' is hugely decreased and you will benefit from a supported and orderly transition.
What if my needs change?
We know change is likely to happy and we are set up to evolve to our clients changing needs without them incurring huge costs as a result.
Our annual audit will validate the type of role you need and we will work with you to adjust accordingly. In some cases this means putting in someone more senior and in others it means dropping to a manager role that can run a steady ship.
We always offer flexible options.
Why would people work for you instead of us?
We attract people who like having an employed status and want to make a meaningful contribution to an aligned organisation but also have a personal purpose to hone their craft in this space - this is quote common in the CX and CS space.
We offer a long term path to develop their skills and network, and give them support and resources to help them excel and increase their earning potential.
How does this work with IR35?
We ensure that every placement is IR 35 compliant through a due diligence assessment that we complete annually to ensure compliance throughout.
Lets say I want to go ahead. What happens next?
Every journey is unique but usually takes 3 phases to embed a new resource into the organisation.
1/ Discovery session to understand; your objectives; the talent profile; jobs to be done; culture fit
2/ Chemistry sessions and IR35 compliance assessment
3/ Start - aligning on a 30/60/90/120 plan and brand immersion. Progress review points with Neos Elevate.
Meet some of our talent
Graham Ede
A seasoned entrepreneur and investor with a proven track record in executive leadership, specialising in driving organisational growth. With extensive experience as a CEO, he has been instrumental in pioneering advancements within the Automotive CRM and Customer Service sectors. Graham oversees the strategic operations of the business with a steadfast commitment to excellence and innovation.
Non-Exec / CEO
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30 years in the Contact Centre industry
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Led multiple successful acquisitions and mergers
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Experienced in running businesses
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History of successful turnarounds
Maria McCann
A renowned global expert in digital customer experience, with a distinguished career marked by leadership in optimising contact centre efficiency and fostering self-fulfilling teams. Maria is dedicated to ensuring enhanced access to customer service for businesses of all scales seeking to elevate their customer engagement strategies. Her commitment to excellence and accessibility drives the continuous improvement initiatives at our organisation.
COO / VP Roles
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Award-winning CX leader
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25 years in CX / CS and outsourcing
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Senior Roles in ASOS, Spotify,
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Specialist in scaling global operations, teams and technology
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Brings over a decade of insightful experience as a dedicated public servant. With a keen interest in trend spotting and human behaviour, Ellie possesses a deep understanding of organisational dynamics and employee engagement. She plays a pivotal role in talent acquisition from diverse global pools and serves as a strategic resource in human resources management for the team. Ellie's expertise and attentive approach foster a supportive and cohesive work environment, contributing to the success and well-being of our organisation.
Recruitment
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A distinguished track record of successfully delivering an extensive array of CX services and products tailored for clients. Charli is committed to ensuring that our clients receive comprehensive support to enhance their ability to serve customers with greater efficiency and effectiveness. Her expertise in design and solution development is instrumental in driving our organisation's commitment to delivering exceptional CX outcomes.
Interim Sales and Service VP
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Brings a wealth of expertise as a seasoned professional in retail and luxury services. With a distinguished career that includes tenure at one of the world's premier department stores, Kurtis is currently based in Milan, where he actively collaborates with our luxury fashion clients in a hands-on capacity. Kurtis serves as our esteemed client champion, dedicated to ensuring that customer success aligns closely with comprehensive customer support strategies. His commitment to elevating customer satisfaction to new heights is integral to our mission of delivering unparalleled service excellence.
CRM Director
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Brings extensive experience from the e-commerce industry, with a primary focus on customer service operations. Her tenure as a customer service agent has provided her with valuable insights into common pitfalls encountered by companies in their customer service endeavours. Francesca leverages her expertise to assist our clients in optimising their customer service efficiency. With a keen emphasis on clarity and precision, she ensures that our clients provide their customers with comprehensive and easily accessible information, thereby enhancing overall customer satisfaction and retention.
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