Antony Sadler Email and Phone Number

I play an integral role in the coordination and delivery of all non-funded customer demand a with their Solar and Storage solutions through to post installation and commissioning. Completing customer surveys, taking deposit & final payments, resolving installation issues, complaint management, liaising with operational area managers, site supervisors, technical support and third party designated installers. Ensuring the customer has received the correct post installation documentation and the best service possible in these challenging times. • Reporting and mitigating risks through data analysis of delay or failure of installation through investigation of all pre installation, finance and compliance approvals required. • I led the coordination pre installation ECO3 scheme solar measures journey within the team accurately with a high attention to detail through business systems liaising with various green funding scheme managers, project managers and the wider administrative support teams for potential risks in delaying time to installation. • Drove a 30% process improvement delivery of signed T&C’s by raising customer awareness within pre solar installation conversation, also responsible for 20% successful increase of re installation of electrical safety isolators with non-E.ON customers third party customers reducing the delay to installation date by 14 days.

Responsible for delivery of call monitoring for quality control and compliance. Coaching within continuous improvement plan of all Key Performance Indicators with new advisors. Building confidence and skill sets before transferring to their new squad.

Playing an integral role in managing business activities covering 3.3 million customers by auditing customer interaction, monitoring system performance, directing first line sales, second line complaints and financial operations for business and residential. Maintaining an excellent audit accuracy rate 99% through high quality audits based on up to date knowledge and understanding of regulatory compliance requirements.• Performing Residential price protection and Unilateral Contract Variation auditing to provide assurance to higher stakeholders. Ensuring E.ON is not financially detrimental to the customer through a price change event.• Reporting to management and business stakeholders in a timely manner of remedial actions required, when new first line trends identified presenting risks to the business.• Leading and taking part in regular team calibration sessions throughout the business to maintain the consistency of interpretation towards Compliance frameworks, ensuring customers are treated fairly with accurate audit activity.• Accurately update and maintain data requirements for operational excellence team board in line with management framework using business processes and other necessary tools. Liaising with change specialist of front-line activity.• An advocate of continuous improvement towards change, taking into consideration the impact to the customer and the business. Assurance of productivity pro-efficiency by encouraging sharing of best practice within team dialogs. Managed daily distribution of team available resource to workstream priority throughout the day. • Performing all aspects of compliance frameworks within Residential and Business auditing of customer communications with detailed quality feedback to the advisor celebrating success, identifying skill gaps with focus to areas of improvement.

Integral part of support projects for Residential complaints, working to business requirements, adhering regulatory measures to satisfy Ofgem concerns. Listening attentively to customers to complaint conversations, with a duty of care asking probing questions to gain full understanding of customer circumstances and capturing obligatory information.Fully investigating customers’ accounts to gain an understanding of the history of events which has led to customer dissatisfaction with the ability to agree a fair and appropriate resolution for the customer following business guidelines.Able to hold a rational ability to pay conversation with customers, whilst showing empathy using hearts and minds technique. Gaining full understanding of financial circumstances before setting a payment arrangement affordable to the customer, following business processes.Ability to take advantage to promote E.ON products and services when necessary at key points within a call.Identifying and raising risks to the business and proposing alternative solutions adhering to compliance.Self-motivated to work remotely and adapting new ways of communication with a flexible approach to maintain both teamwork and customer experience. Servicing customers through CCP telephone and email.

Responsible for audit monitoring for complaints compliance for a floor of 90 advisors. Reporting directly to section manager all quality and compliance risks. Liaising all redress actions with team managers with all remedial requirements including coaching support with advisors, working to business model.Responsible for achieving service level agreements for complaints compliance auditing for SME sales and retentions teams.Leading by example to ensure that all E.ON policies, procedures and processes were adhered to. Working closely with senior Management to imbed the introduction of capturing customer dissatisfaction within a sales call. Using NPS as a tool to motivate and inspire the department increasing our overall NPS score by 15%. Through coaching and side by side call analysis I identified any areas of improvement, trends, and risks to the business, escalating any concerns to higher stakeholders where necessary. Creating coaching plans to support advisors, setting clear expectations, and celebrating success.

Entrusted to manage a sales team of 15 advisors leading by example to motivate and inspire to achieve excellent customer service with end to end ownership of the sale, following quality and compliance frameworks and business model.Successfully transformed an underperforming sales team within nine months achieving all Key performance indicators. Increased sales and retention volumes by 45% to become top sales team. Improved business revenue by enhancing product mix and sale of longer-term contracts. Improving gross to live sales ratio, decreasing drop out, rejections and objections levels. Developed the team’s confidence, introduced responsibility, drive and passion to work as a team. Installed continuous improvement idea generation and colleague development programs.Setting clear expectations for individual and team targets, in line with KPI’s and objectives. Allowing for value added conversations within a performance review and when necessary implementing any HR processes relating to absence, conduct or behaviour.Individually coaching advisors, identifying areas of improvement and any skill gaps. Providing feedback using NPS survey results and call monitoring, to improve brand image, trust, and customer satisfaction.

Held credit for leading coaching support with the role out of SME Sales Compliance framework transition project with each phase. Within a operational sales floor of 85 advisor to reduce compliance failures across six teams. Facilitated and co-ordinated with team managers, reporting to higher management, progress, and risks to the business.Tasked with implementing sales compliance measures within SME sales. Successfully achieving an overall improvement in sales compliance scores. Seeing an increase of 46% (up from 40% in December 2014 to 86% in April 2015).Responsible for the roll out of advisor redress. Coaching advisors, ensuring they are confident in what compliance failures need to be redressed with the customer, promoting advisor accountability.Part of the framework project group to review, test and highlight discrepancies. Planning the rollout of the gradual increase in framework measures, alongside effectively organising training ready for go live. Supporting new and established audit and sales colleagues, through coaching, and being part of the feedback process from the sales floor to senior stakeholders.

Part of a dynamic fast paced operation call centre serving 1.5 million business sales customers for new acquisition and retentions. Following business operation model on a net sale commission structure. Building strong customer relationships, using my communication skills to build rapport and trust to deliver exceptional customer service. Resulting in repeat custom through successful end to end account management.Continuously top performing sales advisor, with 98% net sales, with high value and long-term product mix ratio. Delivering revenue for the business, whilst achieving KPI adhering to sales frameworks. Lead the team in managers absence, mentored new and existing advisors, promoted quality control, continuous improvement, organisation skills imbedding responsibility and drive.