About Our Team

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Luke's career has been defined by one core truth: great service isn't about scripts it's about systems.

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With extensive experience managing multiple call center operations, Luke has spent years in the trenches of customer service, understanding what happens when communication breaks down and, more importantly, how to fix it before it does.

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He's managed teams handling thousands of customer interactions daily, optimized processes that improved response times by significant margins, and built operational frameworks that scale without sacrificing quality. Through it all, he learned something critical: the system is only as good as the experience it creates.

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The Expertise

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Luke's operational background covers:

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Call Center Management:

• Multi-site call center operations and team leadership
• Quality assurance and performance optimization
• Training programs that turn good service into great service
• Metrics that actually matter (not vanity numbers)

Customer Service Systems:

• Process design that removes friction from customer interactions
• Workflow optimization for speed without sacrificing thoroughness
• Technology implementation that supports teams rather than replacing them
• Escalation protocols that resolve issues instead of passing them around

Operational Excellence:

• Resource planning and capacity management
• Performance analytics and continuous improvement
• Customer satisfaction measurement and enhancement
• Team culture building in high-pressure environments

What He Brings to Your Next Builder

Luke's operational expertise shapes how Your Next Builder actually works:

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Communication Design:

• Quote request systems designed around what customers actually need to know
• Response protocols that encourage quick, detailed replies from tradespeople
• Escalation paths for when things go wrong (because sometimes they do)
• Feedback loops that improve the platform based on real user experience

Quality Standards:

• Verification processes that are thorough but not bureaucratic
• Ongoing monitoring systems that catch issues before they become problems
• Review moderation that's fair to both homeowners and tradespeople
• Service level expectations that are realistic and consistently met

User Experience:

• Simple interfaces that don't require training to understand
• Help resources that actually help (not just legal disclaimers)
• Support systems designed to resolve issues, not deflect them
• Communication timing that respects people's attention

Platform Operations:

• Scalable processes that work for 10 users or 10,000
• Team workflows that ensure nothing falls through the cracks
• Quality control checkpoints at critical moments
• Continuous improvement based on data, not assumptions

The Philosophy

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"I've seen what happens when businesses prioritize their own convenience over customer needs. Systems break down. Trust erodes. Good people—on both sides—get frustrated and leave. We're building Your Next Builder to serve customers first, even when it's harder for us."

Luke knows that operational excellence isn't flashy. It's the difference between a quote request that gets lost and one that generates five responses. It's the gap between a tradesperson who gives up on the platform and one who closes three jobs a month through it. It's why some platforms feel frustrating while others just... work.

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His obsession? Making Your Next Builder the platform that just works.

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The Insight

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From years managing customer service teams, Luke learned:

• Speed matters, but accuracy matters more - A fast wrong answer creates more problems than a slightly slower right one
• Most problems are system problems, not people problems - Fix the workflow and watch performance improve across the board
• What gets measured gets managed - But only if you're measuring the right things
• Good communication isn't natural it's designed - And it requires constant refinement

These insights inform every decision about how Your Next Builder operates.

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Beyond Work

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When he's not optimizing workflows or analyzing platform performance, Luke is likely thinking about how to make the next tradesperson onboarding process smoother, or how to reduce friction in the quote request flow by just one more click.

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Connect with Luke:
LinkedIn

Phoebe didn't start in home improvement she started in solving communication problems at scale.

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With a foundation in marketing strategy and a natural aptitude for systems thinking, Phoebe built her career around a simple but powerful question: How do we make complex customer journeys feel effortless?

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Her answer came through Bespoke Feeds, the marketing automation business she founded to help companies create intelligent, automated frameworks that drive real results. At Bespoke Feeds, she developed expertise in:

• Marketing automation architecture - Building systems that nurture customers from awareness to conversion without manual intervention
• Customer journey optimization - Mapping and improving every touchpoint in the buying experience
• Data-driven decision making - Using analytics to refine what works and eliminate what doesn't
• Feed management and product optimization - Ensuring businesses present the right information to the right platforms at the right time

The Expertise

Phoebe's technical toolkit includes:

Automation & Integration:

• Marketing automation platforms (HubSpot, ActiveCampaign, Zapier)
• CRM implementation and optimization
• Multi-channel campaign orchestration
• Automated lead nurturing sequences

Strategic Marketing:

• Customer journey mapping
• Conversion rate optimization
• Content strategy and distribution
• Performance analytics and reporting

Platform Development:

• WordPress development and taxonomy architecture
• Schema markup implementation
• SEO technical optimization
• Feed management for e-commerce and directories

What She Brings to Your Next Builder

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Phoebe's automation expertise is woven into every aspect of Your Next Builder's platform:

For Homeowners:

• Quote request forms designed to gather complete information without feeling overwhelming
• Automated matching to relevant tradespeople based on project type and location
• Email sequences that keep you informed without flooding your inbox
• Dashboard systems that make tracking multiple quotes simple

For Tradespeople:

• Lead notification systems that deliver the right opportunities at the right time
• Automated reminders for documentation renewals (insurance, certifications)
• Simple listing management that doesn't require technical expertise
• Analytics showing which services generate the most enquiries

For the Platform:

• Verification workflows that ensure quality without creating bottlenecks
• Automated compliance monitoring for insurance and certification expiry
• Content management systems that keep information current and relevant
• Schema markup that makes the directory visible to Google and search engines

The Philosophy

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"Most platforms fail because they optimize for the business, not the customer. We've flipped that. Every automation, every workflow, every email exists to make the experience better for homeowners and tradespeople—not easier for us."

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Phoebe believes that great automation is invisible. When it's working correctly, customers shouldn't notice the technology—they should just feel like everything works exactly as it should.

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Beyond Work

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When she's not building automated systems or optimizing customer journeys, Phoebe is likely strategizing the next phase of Your Next Builder's growth, researching industry trends, or finding new ways to make complex processes simple.

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Connect with Phoebe:
LinkedIn

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The Problem

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Phoebe's Frustration:

Like most homeowners, Phoebe had experienced the nightmare of trying to find reliable tradespeople:

• Endless Google searches that led to directory sites filled with unverified listings
• Quote requests submitted into the void with no response
• Phone calls that went to voicemail, never to be returned
• The constant question: Is this person actually qualified? Insured? Legitimate?
• Settling for whoever responded first, not who was actually best for the job

Even with her marketing and automation expertise, she couldn't solve the fundamental problem: there was no platform that verified tradespeople AND made communication actually work.

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Luke's Observation:

From the other side, Luke was seeing skilled tradespeople struggle:

• Lead generation platforms that sent poor-quality enquiries
• Homeowners who weren't serious or had unrealistic expectations
• Communication systems that lost messages between platforms, emails, and phone calls
• Directories that prioritized whoever paid the most, not who was most qualified
• Good tradespeople losing work to competitors with better marketing, not better skills

His years managing call center operations had taught him: this was a systems problem, not a people problem.

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The Conversation

Early 2024

The conversation started with a simple question: Why is finding a good tradesperson still so difficult in 2024?

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What followed was hours of discussion:

• Why do verification platforms exist but still leave homeowners uncertain?
• Why does communication break down so consistently across the industry?
• Why isn't there a directory that solves for BOTH homeowners AND tradespeople?

They realized they had complementary expertise to actually solve it:

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Phoebe brought:

• Marketing automation systems that could streamline the entire customer journey
• Technical expertise to build proper platform architecture
• Understanding of how to optimize for search visibility and user experience
• Experience building scalable automated frameworks through Bespoke Feeds

Luke brought:

• Operations expertise from managing high-volume customer service environments
• Understanding of what makes communication systems succeed or fail
• Knowledge of process design that works under real-world pressure
• Experience building quality standards that teams can actually maintain

The Decision

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Mid 2024

They asked themselves the critical question: If we were building a directory from scratch, knowing what we know now, what would it look like?

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The answer became Your Next Builder's founding principles:

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✓ Verification must be thorough at every touchpoint
Making sure qualifications and insurance are checked regularly

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✓ Communication must work for both sides
Homeowners shouldn't have to chase quotes. Tradespeople shouldn't have to decipher vague requests.

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✓ Quality over quantity, always
A directory with 100 verified professionals is better than 10,000 unvetted listings.

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✓ Design for trust, then scale
Build the systems right first. Growth comes after trust is established.

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✓ Serve both audiences equally
A platform that works for homeowners but frustrates tradespeople (or vice versa) doesn't work at all.

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They decided to build it.

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The Challenges

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Building Your Next Builder hasn't been straightforward:

Challenge 1: Verification Standards
How thorough is thorough enough without becoming bureaucratic?

Solution: Evidence-based verification (actual certificates, not self-certification) with ongoing monitoring, but streamlined workflows so it doesn't take weeks.

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Challenge 2: Two-Sided Marketplace
How do you launch when you need both homeowners and tradespeople to make it work?

Solution: Start with comprehensive content and local focus. Build the content directory first, then layer in verified tradespeople methodically.

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Challenge 3: Quality vs. Scale
Every marketplace faces pressure to grow fast. How do you resist?

Solution: Accept slower growth in exchange for higher trust. One happy homeowner and one verified tradesperson is better than 100 of each who don't trust the platform.

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Challenge 4: Technology Complexity
Building proper Schema markup, verification workflows, and automated systems isn't simple.

Solution: Leverage Phoebe's technical expertise and don't take shortcuts. Build it right, even if it takes longer.

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Challenge 5: Standing Out
The directory space isn't empty. Why would people choose Your Next Builder?

Solution: Don't try to be everything to everyone. Be the platform that actually verifies, actually facilitates good communication, and actually cares about both sides winning.

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The Launch

January 2026

Your Next Builder went live with:

✓ Comprehensive directory structure covering major trades and locations across the UK
✓ Verified tradesperson listings (starting focused, growing deliberately)
✓ Quote request system designed for clarity and response rates
✓ Educational content helping homeowners understand building regulations, certifications, and best practices

We will never compromise verification for growth.
We will never optimize for the platform at the expense of users.
We will build this business the right way, even when it's the hard way.

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Where We Are Now

2025 - Present

Your Next Builder is:

Growing deliberately - Adding verified tradespeople who meet our standards, not just anyone who applies

Refining constantly - Every piece of user feedback improves the platform

Building trust - One successful project at a time

Staying focused - On the mission, not the shortcuts

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What's Next

The vision is bigger than a directory:

Phase 1 (Current): Build the verified directory with excellent communication systems

Phase 2: Expand geographic coverage while maintaining verification standards

Phase 3: Develop additional tools that help both homeowners and tradespeople succeed (project management, document templates, compliance resources)

Phase 4: Become the standard for quality in the home improvement industry—where verification isn't a feature, it's expected

Phase 5: Change how the entire industry operates, raising standards and making trust the baseline, not the exception

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The Long View

Phoebe and Luke aren't building a quick exit. They're building infrastructure.

They believe that in 5 years, when someone needs a tradesperson, they won't search Google and hope for the best. They'll go to a verified directory they trust, submit a clear request, receive detailed quotes from qualified professionals, and hire with confidence.

That directory is Your Next Builder.

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