Co-ordinating and analysing the daily allocation of work ensuring sufficient FTE exists to cover critical tasks.Point of contact for internal and external stakeholders within the wider business to assist in driving down Guaranteed Standards failures across both Customer Operations and our partners.Analysing investigations and their outcomes to identify quick wins or long term proposals that drive reduced Customer Operations Guaranteed Standards failures. Strong drive for quick implementation of change to achieve immediate improvement. Liaise with and support the Small and Major Enterprise Guaranteed Standards to align business and residential investigation processes ensuring consistent approach.Working with the appointments area senior management and current Guaranteed Standards Reporting Team to provide accurate quarterly data to OFGEM including using the reconciliation of data as feedback for team quality development.Ensuring all members of the work stream receive consistent and relevant information on regulatory changes, business rule decisions and reporting requirements critical to their work.Monitoring productivity against hourly/shift targets ensuring underperformance is explored, then either justified or challenged and overcome.Pioneered the development and implication of a Quality Assurance programme to both allow continued and relevant measurement against KPI’s as well as driving improvement in quality of investigations.Liaising with the compliance point of contact to establish best practice and a point of contact for 3rd parties, contract managers and meter operators including handling investigation escalations and managing disputes to resolution. Point of contact within the appointments activity with input into appointment support functions, technical appointment queries including identifying relevant change requests or ensuring support tools are accurate and fit for purpose.

Delivery of Training Materials to internal and external delegates.Assisting with the design and review of Learning Materials.Floorwalking for delegates when they have left training.Assisting in the trial of new evaluation processes including analysing and preparing evaluation reports to be presented to Directors.Delivery of behavioural training to the management team.Gathering and analysing feedback from Training groups to ensure that their learning experience is continually improving.Point of contact for people within my department and departments within the operational business.The creation, delivery, support and evaluation of new training materials, sessions and business training requirements.Flexibility requiring short notice travel to other sites and shift changes to potentially all hours of the day when design or delivery is required.Working overseas for long periods of time to provide training support and ensuring high quality returns from our outsourcing partners.

Appointment checking throughout the area, ensuring that we were avoiding breaches in Guaranteed Service Standards.Liaising closely with my team and manager as a complaints superuser to ensure best practice across the team with raising, escalating and completing complaints.Delivering team meetings and briefings when my manager has other commitments preventing them from giving said meeting/briefing. Being a point of reference in my department and being used to complete complicated analytical work due to my advanced problem solving skills, wide ranging knowledge, willingness to help and approachability.Call Handling - I dealt with all customer queries on both account management and prepayment. I always took full ownership of the query from start to finish. Buzz sessions - In our monthly team meetings I prepared and deliver buzz sessions on the information from monthly market intelligence reports and EDF Energy's monthly Face 2 Face.Sales and upgrade- I regularly exceeded all of the area targets across the KPI areas. Back Office - I was trained in and have trained most areas of back office work.