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Paul spearheads ‘Project Merlin’ and has implemented far reaching system changes throughout Homeserve in the past 18 months. In particular he was responsible for the ‘triangle of change’ consisting of aligning systems, processes and behaviours, the success of which would not have been possible without his leadership and passion for transforming service operations. Fundamental differences in approach were required in order to implement their core strategy of ‘making customer lives effortless’ and bringing together multiple historical systems to create one streamlined delivery structure.

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