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Matthew Bailey serves as the Technical Administration Team Leader at Pelican Business Services UK since October 2012, overseeing the Technical Administration and Support team to enhance incident management and customer service while adhering to ITIL standards. Notable achievements include leading the Contact Centre team to win the “Southwest Contact Centre Awards 2021 - Contact Centre of the Year” and repeating this success in 2022. As a former Technical Trainer, Matthew garnered recognition when the team received the "Inspiring Team of the Year" award at the UK Employee Experience Awards in 2016. Matthew's earlier roles include Customer Services Adviser and Department Trainer at Bristol Wessex Billing Services Ltd. and Customer Service Representative at Comet. Matthew holds a CIPD Intermediate Level Certificate in Learning and Development Practice from City of Bristol College and continues to pursue further education at South Gloucestershire and Stroud College.