Working on the National roll out of Smart meters for SSE. I am responsible for the design, build, and delivery of major change communication, engagement & training projects that form as an output from the Smart program.

Working within the business change function. I was Responsible for maintaining high levels of employee engagement through one of SSE's biggest change programs (National Smart Metering rollout),

"Mood has to be managed otherwise it becomes your master"- Design & build of incentives for 150+ Staff.- Run various engagement events, BBQ,s World Cup tournaments, Award ceremonies, - Development and implementation effective and sustainable employee engagement strategies.- Rollout of regular engagement surveys and - Communication of new process and procedures in a way that can be fully understood by all.- To ensure the workforce of the contact centre has a non biased… Show more "Mood has to be managed otherwise it becomes your master"- Design & build of incentives for 150+ Staff.- Run various engagement events, BBQ,s World Cup tournaments, Award ceremonies, - Development and implementation effective and sustainable employee engagement strategies.- Rollout of regular engagement surveys and - Communication of new process and procedures in a way that can be fully understood by all.- To ensure the workforce of the contact centre has a non biased support network.- Run regular check-ins to ensure people are in the right frame of mind to be at work and functional.- Regular motivation of employees during busy periods.- Liaising with other areas of the business and key stakeholders.- Working directly with company wellbeing and engagement sectors ensuring we are on the same path. Show less

• Analysing trends and processes to identify the route cause, to suggest and create proposed improvements. Presenting to key stakeholders, to gain their buy in to the change, to support a hassle free implementation.• Oversee the rollout of new process and change to the Customer Service Centre and follow the change curve of the rollout to ensure 100% acceptance & satisfaction.• Constantly analyse current processes and work with peer group to understand where there may be areas of… Show more • Analysing trends and processes to identify the route cause, to suggest and create proposed improvements. Presenting to key stakeholders, to gain their buy in to the change, to support a hassle free implementation.• Oversee the rollout of new process and change to the Customer Service Centre and follow the change curve of the rollout to ensure 100% acceptance & satisfaction.• Constantly analyse current processes and work with peer group to understand where there may be areas of improvement.• Hold regular "catch up" meetings with senior management from other areas of business to identify where support may be needed.• Act as first point of contact to various internal and external business stakeholders, including directors, senior managers, suppliers and customers. Show less

- Ensuring customer calls are managed to the highest levels of effectiveness and efficiency.- Responsible for ensuring our Customer Service Advisors are providing the best possible levels of customer satisfaction.- Project management: plan, implement, review and evaluate projects, where changes are identified.- Motivate and coach a busy team under pressure.- Identify future service goals and put in place long term plans, contributing to the development and implementation of… Show more - Ensuring customer calls are managed to the highest levels of effectiveness and efficiency.- Responsible for ensuring our Customer Service Advisors are providing the best possible levels of customer satisfaction.- Project management: plan, implement, review and evaluate projects, where changes are identified.- Motivate and coach a busy team under pressure.- Identify future service goals and put in place long term plans, contributing to the development and implementation of system and process change.- Resolution of routine / predictable problems at an operational level.- Managing and resolving conflict or problems that arise within the team to conclusion, using honed people management skills. Show less