Case Study


Development of a new customer contact centre strategy.


Development of a new customer contact centre strategy for Waitrose.

Waitrose was experiencing rapid growth in Waitrose Deliver, wider direct ecommerce and in the store estate. This was driving increased customer calls, letters and emails, which were being handled by Waitrose and an outsourced partner.

Javelin Group:

  • Developed the strategy for all the customer contact centres (at that time a mix of in-house and outsourced).
  • Wrote the business case for bringing contact centres in-house.
  • Planned and project managed the transition to in-house with outsourcer used for peak support.
  • Designed and implemented the management information for the new larger contact centre.
  • Designed and built a robust spreadsheet-based workforce planning model.
  • Provided interim management support.

Javelin Group perfectly responded to our brief and worked with us throughout the piece of work to ensure they were fully meeting our requirements. It is a testament to their thoroughness and competence that at their final presentation we had no unanswered questions and a clear focus for next steps.
Richard Luck, Manager Direct Gifting, eCommerce, Waitrose.

Find out more about Javelin Group’s Operations service line.

Contact  Will

Contact Practice Director

Will Treasure

Director, Operations

Will Treasure runs our Operations strategy practice. He has designed and implemented operational solutions over the last 20 years for more than 100 retailers, brands and B2Bs, plus several luxury clients. Prior to Javelin Group, Will built and ran Iceland Group’s home delivery service, growing a business from start-up to £160m annual sales in 12 months. Will is a graduate of the University of Oxford with a starred first in Engineering, Economics and Management and is based in London.