What I do
Everything customer-facing — strategised and built.
15+ years across SEO, Google Ads, custom web design and development, and customer support — backed by London Business School digital-marketing certification. Whether you need to be found, convert better, or look after customers at scale, I bring the ideas and the hands to make it real, for you and your team.
SEO & organic growth
15+ years getting businesses found. The technical foundations, content and strategy behind rankings that actually bring in customers.
- Technical SEO audits & fixes
- On-page & content strategy
- Site speed & Core Web Vitals
- Tracking, reporting & growth planning
Google Ads & paid growth
Exceptionally good with Google CPC — I love making phones ring and websites get clicks. Paid campaigns that bring the right people in at a cost that makes sense, and keep improving.
- Google Ads / PPC campaign setup
- Keyword & audience targeting
- Conversion tracking & ROAS
- Budget optimisation & scaling
Website design & development
Custom, fast, conversion-focused websites — designed and built properly, not forced into a template.
- Custom design in your brand
- Development & build (yes, really built)
- Conversion & UX improvements
- Ongoing care & maintenance
Support ticket systems
Your front door for every customer problem — set up so nothing slips and response times fall.
- Help-desk setup & configuration
- Triage flows and routing rules
- SLAs and priority levels
- Tagging & reporting so you see patterns
AI support integrations
AI that genuinely helps — resolving the routine and handing the hard cases to a person at the right moment.
- AI live chat setup
- AI ticketing & auto-triage
- Human hand-off rules
- Guardrails so AI never makes it colder
Knowledge bases & self-serve
Answer the question before it becomes a ticket, and make customers feel looked after while you do it.
- Help-centre structure & build
- Article writing & overhaul
- Search & findability
- Deflection tracking
Support replies & tone of voice
The words that defuse tension and turn a complaint into loyalty, consistently across your whole team.
- Reusable templates & macros
- De-escalation scripts
- Tone-of-voice guide
- Saved replies that still sound human
Crisis & dispute management
When it’s on fire, I stay calm. Complaints, chargebacks, migrations and hard-deadline changes — handled.
- Abuse & dispute handling
- Chargeback responses
- Migration & change comms
- Policy rollouts without the backlash
Custom apps, platforms & automation
My biggest edge: I build bespoke software — and better than the off-the-shelf stuff. Online or on the high street, if a salon or gym needs its own system, I build it.
- Custom billing & membership platforms
- Customer-retention & re-engagement apps
- Automated review requests (Trustpilot & Google)
- “We miss you” emails, tax & admin dashboards
How I work
From fire-fighting to working systems.
Listen
We talk through where support is hurting and what a win actually looks like for you.
Diagnose
I find the root causes — the 1%s and the broken systems quietly costing you customers.
Design
You get a clear, practical plan: what to change, in what order, and why.
Build
Where you want it, I implement the fix myself — so it becomes a working system, not a to-do list.
Let's talk
Not sure where to start? That's fine.
Tell me the symptom — slow replies, angry customers, a migration looming — and I'll tell you what I'd do first.