Craig Johnson Email & Phone Number

Bradford, England, United Kingdom

Leeds, England, United Kingdom

Home Based

• Facilitated the reopening of the British Gas Stockport office after Covid-19 lockdown, successfully enabling 84 staff members to return to a safe working environment with social distancing guidelines adhered to• Played a key role in facilitating the business merger of three internal business units, completed during a company-wide reorganisation, entailing teams from multiple geographies and various front-end systems • Project managed the design and implementation of a new… Show more • Facilitated the reopening of the British Gas Stockport office after Covid-19 lockdown, successfully enabling 84 staff members to return to a safe working environment with social distancing guidelines adhered to• Played a key role in facilitating the business merger of three internal business units, completed during a company-wide reorganisation, entailing teams from multiple geographies and various front-end systems • Project managed the design and implementation of a new customer facing technology, which simplified the customer job booking journey and delivered £4.5m in benefits through reduced customer contact Show less

Castleford, West Yorkshire, United Kingdom

Delivered various mobilisations of Social Housing contracts, managed the implementation of structural and software support projects, managed the end to end delivery of centralised printing processes, upgraded client services to drive business FTE savings and introduced asset management which reduced lost assets by up to 80%.Designed and developed a post code lookup tool to meet business critical delivery requirements, delivered a £250k saving by simplifying business processes, managed… Show more Delivered various mobilisations of Social Housing contracts, managed the implementation of structural and software support projects, managed the end to end delivery of centralised printing processes, upgraded client services to drive business FTE savings and introduced asset management which reduced lost assets by up to 80%.Designed and developed a post code lookup tool to meet business critical delivery requirements, delivered a £250k saving by simplifying business processes, managed multiple projects focussed on increasing the PH Jones work portfolio and significantly improved revenue streams. Show less

Edinburgh / Leeds United Kingdom

Planned and managed the mobilisation of various government ECO contracts spread across the UK, exceeded ECO targets set by the leadership team, supervised a multitude of projects covering commercial gas installations, enhanced customer experience and mobilised the Barclays Consumer Finance product to streamline customer payments.

Leeds, United Kingdom

In my role of Outsource Customer Experience Advocate, I was to ensure all British Gas outsource site advocates have the knowledge and tools to be fully self-sufficient within a six month period. This entailed implementing new and innovative ideas and processes for each outsource site, building up their knowledge base to be able to deal with all areas of case management and escalated queries efficiently. By liaising with key stakeholders I was able to implement changes ranging from individuals… Show more In my role of Outsource Customer Experience Advocate, I was to ensure all British Gas outsource site advocates have the knowledge and tools to be fully self-sufficient within a six month period. This entailed implementing new and innovative ideas and processes for each outsource site, building up their knowledge base to be able to deal with all areas of case management and escalated queries efficiently. By liaising with key stakeholders I was able to implement changes ranging from individuals to site level. Show less

Leeds, United Kingdom

As a Trainer Expert (seconded) I provided learning experiences for new start teams of 12 agents, responsible for facilitating the new start learning journey and addressing any behavioural concerns in the learning room. Also delivering change material to long term existing staff and Team Managers to ensure the business objectives are trained out efficiently and the company’s brand values and bold goals are kept in focus at all times, liaising with stakeholders ranging from CSA to General… Show more As a Trainer Expert (seconded) I provided learning experiences for new start teams of 12 agents, responsible for facilitating the new start learning journey and addressing any behavioural concerns in the learning room. Also delivering change material to long term existing staff and Team Managers to ensure the business objectives are trained out efficiently and the company’s brand values and bold goals are kept in focus at all times, liaising with stakeholders ranging from CSA to General Managers level across Credit Energy. Show less

Leeds, United Kingdom

As an Advocate I was first point of contact for my team members with any technical queries and managing customer’s complicated enquiries from the beginning until a mutual resolution could be reached. During this role I was able to focus on my time management skills due to the level of work that required completing on a daily basis and my own self drive as during this role I was virtually self managed and needed to challenge myself at every opportunity to ensure my work load was completed.

Leeds, United Kingdom

I began my British Gas career on an OSE team through my probationary period after starting my new job, taking inbound calls from customers dealing with every day queries. As soon as I had passed my probationary 6 month period I was quickly promoted onto a high level customer retention team, this was a hard working elite team of agents who excelled at promoting and selling products to customers.

Apm Apprenticeship Level 4 (Pmq), Project Management, Distinction

Agile Foundation, Project Management, Pass

Bachelor’S Degree, Law Llb, 2:1

Activities and Societies: University Hockey Team

High School, Various, Please See Description

Activities and Societies: School Hockey Team Drama Club Town Hockey Team 3 A-Levels Awards A-C 1 AS Level Award B

High School, Various, 10 Gcse Awards A*-C Including Maths And English

Activities and Societies: School Hockey Team Town Hockey Team Drama Club