Look after OVO Guaranteed Standards reporting to Ofgem and making sure migration impact is minimised as much as possible for SSE customers to OVO customer systems.

Manage Guaranteed Standards for SSE Energy Services, part of the OVO group. • Responsible for all listed below, for the OVO group, ensuring this is done efficiently as possible but maintaining accuracy and quality.• Look after central Smart data, reporting figures into the owner of the company to show progress on the companies Smart journey. • Complete analysis across all areas that help identify areas for cost saving. In the last year, these have included –o Identifying a £16m loss of income in Smart Assets due to the pandemic. With the analysis I completed, we negotiated a contract to ensure a vast amount was reclaimed.o Analysis completed that concluded a risk of a £4m increase in Guaranteed Standard payments during migration. Story told to director level of the element of risk.o Discovered discrepancies as inherited work during migration. Finding these protected the company from any regulatory fine of which can be up to 4% of turnover.

• Responsible for the collation and issue of Guaranteed Standard failure data to SSE’s regulator OFGEM. Ensuring data is accurate and consistent with other reports provided to the business. • Vocal point of contact in SSE for any Guaranteed Standard queries - supporting both the operational business and managing high level queries from Head of Departments and Directors, presenting data that can be trusted and to strict deadlines.• Keep in close contact with Regulation to manage the impact of any regulatory changes on SSE’s guaranteed standard reporting, working with projects as a subject matter expert to ensure smooth delivery of such changes.• Complete investigative work to identify trends and draw logical conclusions, which are consistently fed back to the process lead and key stakeholders. Identify areas for improvement and provide financial analysis to aid discussions regarding cost.• Responsible for the maintenance, development and timely delivery of Guaranteed Standard Failure data to the business at an operational, head of department and director level. • Required to assist the business by providing Guaranteed Standard analysis and applying expertise to support business process changes – for example the publication of our OFGEM figures on SSE branded websites

• Responsible for delivery of KPI’s including GS Failures, appointment levels, clerical quality, clerical efficiency, telephony performance, clerical arrears and call quality• Completed a four week UAT on a new Metering system called MWM.• Deliver call coaching on a weekly basis and providing takeaways to staff• Coach advisors on how to improve their performance• Managing the teams dayfile to ensure no customers promises are broken• Responsible for the team in Team Managers absence• Dealing with customer complaints under the CEARS process• Ensure telephony performance delivered within Metering targets• Reporting daily stats and reporting to senior management• Responsible for the daily Gas Safety Inspection mail merge