Andy Kitching Email & Phone Number

Leeds, Gb

Bradford, West Yorkshire, United Kingdom

As Billing Resolution Team Manager, I have an awareness of key business drivers including SIM, regulatory compliance and the adherence of internal/external process and procedures, as well as a good understanding of resource planning and the needs of Team Loop.I have the ability to motivate and inspire my team, to meet both the business and their personal objectives, ensuring the effective performance management of the team through rigorous coaching, feedback and support.I ensure… Show more As Billing Resolution Team Manager, I have an awareness of key business drivers including SIM, regulatory compliance and the adherence of internal/external process and procedures, as well as a good understanding of resource planning and the needs of Team Loop.I have the ability to motivate and inspire my team, to meet both the business and their personal objectives, ensuring the effective performance management of the team through rigorous coaching, feedback and support.I ensure that where targets and expectations are not met, the appropriate performance management initiatives are implemented.I will effectively and efficiently handle any escalated customer contacts and achieve an appropriate level of competence in dealing with complex billing queries, to support escalation and to be able to feedback on customers written/telephone contacts.Engaging and influencing Yorkshire Water Operational Teams, I drive effective change with working practices and SLAs.I am a point of contact for Yorkshire Water and Loop in respect of complex Billing Queries.As my team will deal with complex metering queries, I am accountable, with your peers, for the auditing and reporting of allocated allowances on specific accounts, where leakage has occurred. I also have responsibility for validating and signing off measured charges on our household accounts, as part of our Annual Billing. Show less

Leeds, West Yorkshire, United Kingdom

-Conduct performance reviews and absence management meetings for direct reports-Ensure the customer service team answer incoming calls and emails within the specified SLA’s-Monitor call volumes and maintain forecasting models to ensure staffing levels are correct-Review team work and ensure correct procedures are followed in day to day role-Maintain staff training and competence levels by completing monthly monitoring of agent calls and emails and provide effective… Show more -Conduct performance reviews and absence management meetings for direct reports-Ensure the customer service team answer incoming calls and emails within the specified SLA’s-Monitor call volumes and maintain forecasting models to ensure staffing levels are correct-Review team work and ensure correct procedures are followed in day to day role-Maintain staff training and competence levels by completing monthly monitoring of agent calls and emails and provide effective coaching/feedback sessions-Ensure that all staff are abiding to Data Protection regulations-Embed a strong customer service ethos and drive a culture of ownership and continuous improvement within the team-Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact-Review complaints received to the complaints mailbox and ensure the workflow is fully up to date at all times-Ensure complaints are fully investigated to the expected business standard and are responded to within the timeframe set out by the Financial Conduct Authority-Review complaint draft responses. Ensure correct outcomes are proposed and suggest any changes to draft response-Ensure complaint findings are sent to relevant internal Team Managers for consideration and remedial action if required-Develop and maintain positive working relationships with internal teams-Produce daily, weekly and monthly MI for the team relating to work and complaint volumes within the specified timeframes-Carry out recruitment for the team Show less

Leeds, United Kingdom

• Managing a team of 12 in dealing with sensitive probate queries. Providing excellent customer service to next of kin and solicitors. • Identifying and assisting vulnerable customers who may need dedicated help due to disabilities or financial vulnerability• Liaising with charities and carers• Assessing Warm Homes Discount application calls to ensure compliance is adhered to.• Managing day to day running of the team including 121’s, delivering change and driving performance and… Show more • Managing a team of 12 in dealing with sensitive probate queries. Providing excellent customer service to next of kin and solicitors. • Identifying and assisting vulnerable customers who may need dedicated help due to disabilities or financial vulnerability• Liaising with charities and carers• Assessing Warm Homes Discount application calls to ensure compliance is adhered to.• Managing day to day running of the team including 121’s, delivering change and driving performance and NPS through coaching and leadership.• Taking appropriate action to remedy poor performance, behaviours & absence when necessary• Performance champ for call centre, supporting peers in driving performance. Sharing best practice and ensuring a consistent approach. Show less

Leeds, United Kingdom

• Managing a team of 12 to drive and deliver exceptional complaint resolution performance.• Ensure team adhere to regulatory and process compliance • Driving caseload management with a focus on putting the customer first.

Leeds, United Kingdom

• Managing a team of 12 in supporting customers with the installation of smart meters and any technical enquiries. • Feedback and coaching for advisors on complex billing enquiry calls• Liaising with project management teams to ensure the business fulfils its promise of installing smart meters in all homes by 2020

Leeds, United Kingdom

• Responsible for driving Ofgem compliance for the team and having documented discussions with people underperforming• Delivering excellent customer service through inbound calls• Promoting British Gas products and services and adhering to an array of targets.• Part-time & Full time Mentor for new start agents

Sydney, Australia

• Managing a branch specialising in providing travel and financial consultancy/products to backpackers• Processing and dealing with tax-back and superannuation queries• Liaising and networking with hostels and surrounding businesses• Daily management of the store including cashing up, banking, replenishing stationery and budgets• Updating website with use of HTML

North East England

• Face to Face & Telephone customer service• Handling large amount of cash and been responsible for customer accounts• Identifying customer needs and selling banking products• Adaptation and flexibility to varied working environments when called out to different branches

Cisi Level 3 Award For Introduction To Investment, Finance, General, Pass

Bachelor Of Arts (B.A.), Business Management

Activities and Societies: Football Team Entertainments Crew Modules Studied:- • Academic and Professional Skills • Business Environments •.