Working in the large team which is responsible for providing first and second line support for the scheduling, dispatch and completion of clean water investigations and repair work to Network Operations repair team and Thames Water Engineers.

Reviewing and monitoring current processes to ensure efficiency to the business. Implementing changes as and when required and rolling out to teams in Customer Assurance.Motivating and driving the team to ensure deliverance of success through daily hubs; floor walking to ensure support to teams; providing them with an escalation point as and when required to senior management.Delivering training internally including new starters; creating training schedules, delegating topics to other leads, booking meeting rooms, liaising with various departments to obtain availability for shadowing, creating all of the training materials including hand outs and ensuring completion of sign off sheets. Also ensuing materials are up to date and accurate. Responsible creating and updating a weekly report, adding to the performance tracker for review by senior management Providing dedicated 1:1 support to Eastern South Customer Assurance Manager, and standing in when absent with various tasks, and deliverance of team huddles. Completion of target driven documents and ensuring completion within tight deadlines

Ensuring customers are kept updated on the progress of work, planning and scheduling jobs across the North London region.Liaising with internal teams and departments to assure timely and efficient completion of work while ensuring regulatory targets are met. Working with colleagues across the business to implement ideas to help with the customer’s journey ,discuss challenges to plan and create strategies for the company, customers and colleagues.Trialling new processes and create detailed feedback reports, planning and organising team events.

As a case manager my responsibility is to provide excellent customer service on a daily basis, managing large volumes of incoming calls, and outbound calls. I am responsible for managing customer expectations to resolve queries, complaints and provide a solution where possible. Responding to written customer correspondence, including queries and complaints, in writing and on the telephone. Arranging for our technicians and engineers to visit customers' as and when required. Arrange attendance for engineers by use of different systems such as CRM, Vistec etc. Investigate claims such as reimbursements, raise payments for customers such as goodwill etc. In addition to the above I provide support to new starters to enhance what they have learned in training by giving advance training with my experience on ECC and Vistec.When my manager is out of the office I take on supportive duties such as distributing work to the team making sure targets are met, updating other managers with our team’s attendance as well as helping out with difficult customers.In addition to the above I have taken other roles, CGS champion and Private Sewer compliance checks.

Responsible for producing invoices and checking status of stock by liaising with multiple warehouses and uploading availability on to the website. This included monitoring stock levels and redistributing it at the end of season to reduce markdown while generating analysis on a weekly and periodic basis. Also monitored customer communication through various digital channels and led investigation of customer contacts to resolution.

Working within a team of 35, responsible for answering incoming calls from agents all over the UK.validating and verifying sales for the door to door sales team, the online service team; and for customers transferring from their current supplier to SSE and Marks & Spencer's energy.

Responsible for dealing with incoming queries from Brokers and Solicitors with their application, direct them to the appropriate department if further information is required.Responsible for providing regular updates for Mortgage and Brokers on application status using the data bank system.Working closely with the Business Development team to ensure accurate updates and support to the team, undertaking internal training on data protection and company laundering.