Phil Quickenden

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Phil is the founder of Callossus and has an extensive history spanning different public sector contact environments in operational and strategic leadership positions. Phil has used his expertise to provide peer scrutiny around contact to several local authorities, police forces and third sector organisations.

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His contact career began as a 999 call handler, rising through the ranks to head up the Contact and Control Room (CCR) for Suffolk Constabulary. In 2018 Phil was awarded the National Emergency Control Room Leader of the Year for his work in the design and implementation of a new telephony platform and for implementing a significant cultural change programme. 

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Phil moved on to a broader strategic role as the Head of Contact and Assessment for a large county council, with a portfolio which included the social care contact centre, first line social work triage, financial assessment services and occupational therapy services. Phil led the implementation of the Demand Management in Social Care programme - a multi million pound savings programme aimed at improving the citizen journey and maximising citizen independence. 

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In 2020 when the Covid-19 Pandemic hit, Phil was tasked with designing and implementing a virtual contact centre, networking 6 different councils to provide emergency support to people left vulnerable due to Coronavirus. This was designed and implemented in under a week and still in use at the time of writing. 

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Phil is an experienced facilitator and public speaker, as comfortable working with senior executives as operational staff. 

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Phil is well networked with a large group talented individuals with diverse backgrounds who work under the umbrella of Callossus. There skills range from business analytics to systems thinking and specialist training delivery. This network have a shared commitment to using data as a solid evidence base to support observation and system understanding.