Aaron Egerton Email and Phone Number

Responsible for the end to end service of Circa 100k customers, leading a team of 7 team leaders Responsible for 75 FTE of multi skilled universal energy specialists. Specialising in Ombudsman Liaison complaints and Smart PAYG Meters.

Leading a team of 15 Energy Specialists as our own "mini-energy retailer" - with full accountability for the happiness and service of my own customer base of 65k customers. Autonomy over decisions relating to how my team deliver customer outcomes, financial discretion and resolving customer issues.Creating a high performance culture and environment that people love, looking after welfare at work, motivation and personal development.

• Managed three sites based in Bolton,Nottingham and Bedford consisting of 7 Real time analysts • Responsible for the delivery of short and medium term plans across a multitude of Centres,Departments and workstreams circa 1200 FTE• Nurtured talent pipelines, embedded competency development models, created a continuous learning culture and provided effective tools to build team resilience and the positive adoption of change.• Empowered teams to work towards their own career goals while exceeding the expectations of the business.• Worked collaboratively with Command Centre and wider teams to identify delivery impacts and develop remediation plans.• Devised and delivered operational plans ensuring alignment with regulatory protocols and KPI expectations.• Interpreted performance data, identified improvement opportunities and recommended risk mitigation plans to enable continued service delivery.

Operational management of telephony/back office/live chat performance across multiple call centres circa 1200 FTE primarily focused on a multitude of departments and work. My core role was to balance an equilibrium operationally effective performance of multiple centres whilst meeting bespoke customer needs and managing both inbound and outbound communication platforms to meet or entire consumer spectrum.