Ashley Conners Email & Phone Number

Coventry, Gb

Coventry & Derby

Coventry, England, United Kingdom

• Work closely with industry forums to take learnings and best practice to help inform and formulate Severn Trent's approach to the Water and Waste Non-Household Retail Market• Responsible for driving non-household policy initiatives to ensure that the balance of excellent customer service and revenue is reflected in all changes and policy decisions• Ensure the WMU has an effective and efficient customer strategy through working with internal and external stakeholders to identify areas of complaint and reaching the right solution• Ensuring that lessons learnt from retailer and customer feedback are identified and internal policy and process changes explored, designed and implemented where appropriate• Working with the retailers to actively seek out potential areas of focus for improved customer experience and wholesale service offering• Keep up to date with and deliver within the relevant statutory and regulatory requirements – identify where strategic changes are needed within STW to stay aligned with statutory and regulatory requirements• Keep up to date with industry standards and new developments; actively participating in benchmarking / industry forums and conferences to build market leading approach to customer experience• Drive accountability to peers across the STW management team to ensure all feel responsible for customer experience, owning both the resolution and the improvements

Coventry, United Kingdom

Retail Account Team Manager within Wholesale Market Unit.My team is responsible for working bilateral forms issued by Retailers covering:F Process: Monitoring, investigations, complaints and enquiriesH Process: Allowances, assessment requests and incentive applicationsDuties:• Measuring staff in line with the Market Codes and Severn Trent policies to achieve green status on the Operational Performance Standards.• Create an environment oriented to motivation and engagement whilst achieving high standards of quality and performance.• Co-ordinating daily workloads for the team to work on with a focus on jeopardy management and market code service level agreements.• Ensuring the team work to the market codes and stay up to date with any changes brought in by the Market Operator.• Working with data across several platforms including SWIM Ware, SWIM Pool, SAP ECC and CRM and presenting this data to the Wholesale Operations discussing trends and plan to ensure all work is completed in a timely manner.• Involved in several work packages to continually make improvements to the Wholesale operations.• Liaising with key stakeholders within the Wholesale Market Unit and the wider wholesale business.• Working closely with Retail Account Managers to ensure all retailers are treated in-line with a level playing field.• Writing and performing weekly feedback, monthly 1-2-1’s and quarterly IGP’s.• Involved in several recruitment drives for the team which included short listing of individuals and chairing interviews.

Coventry, United Kingdom

Team Leader for Wholesale Helpdesk. My team is responsible for working market transactions and bilateral forms issued by Retailers.Duties:• Measuring staff in line with the Market Codes and Severn Trent policies.• Create an environment oriented to motivation and engagement whilst achieving high standards of quality and performance.• Co-ordinating daily workloads for the team to work on with a focus on jeopardy management and market code service level agreements.• Ensuring the team work to the market codes and stay up to date with any changes brought in by the Market Operator.• Working with data across several platforms including SWIM Ware, SWIM Pool, SAP ECC and CRM and presenting this data to the Wholesale Operations discussing trends and plan to ensure all work is completed in a timely manner.• Involved in several work packages to continually make improvements to the Wholesale operations.• Liaising with key stakeholders from the Wholesale Market Unit and the wider wholesale business.• Working closely with Retail Account Managers to ensure all retailers are treated fairly and happy with the results provided by the Wholesale Helpdesk.• Writing and performing weekly feedback, monthly 1-2-1’s and quarterly IGP’s.• Involved in several recruitment drives for the team which included short listing of individuals and chairing interviews

Coventry, United Kingdom

Intermediate, Large, Standby and Trade Effluent.As Key Account Manager I am responsible for managing all Key Accounts within my customer portfolio. Ensuring all account queries relating to these customers are resolved.Meeting with my customer's on a regular basis to build a working relationship and the engagement with Severn Trent.Identifying and acting upon opportunities to improve my customer's experience with Severn Trent.Assisting with the development of a customer’s contingency plan for water supply and put the contingency plan into practice in the event of an operational incident.

Coventry, United Kingdom

Interim Team Leader of the Specialised Commercial Management team.• Measuring staff in line with Business Services processes.• Responsible for motivating the team to achieve high standards.• Responsible for identifying any training needs and addressing this within the team.• Producing accurate reports on team performance for the Business lead.• Accountable for all large corporate debt and ensuring this is chased and progressed with the correct procedures in place.• Liaising with 3rd party contractors in order to disconnect supplies for non-payment.• Arranging and chairing of weekly/monthly meetings to focus on targets and achievements.• Writing and performing weekly feedback, monthly 1-2-1’s and IGP’s.

Coventry, United Kingdom

My role in this job was to offer a tailored end to end service to all STW’s key commercial, industrial and public sector customers.I was responsible for looking after a portfolio of Intermediate, Large, Standby and Trade Effluent customers.Ensuring all the customers have been invoiced for their monthly charges as well as making sure any issues that arise that could affect their invoices is resolved within a timely manner.

Coventry, United Kingdom

Working in a busy call centre environment assisting both household and non-household customers with their outstanding invoices and billing needs.

Coventry, United Kingdom

Scheduling meter exchange workloads amongst National Grid Engineers.Dispatching electric and gas metering jobs - faulty meter, flat battery and no electric/gas.Working closley with British Gas to ensure all their customer needs are completed regarding there meters.