Team Manager - British Gas Services (Jan 2012 – August 2016)Customer Service Manager – British Gas Services (May 2010 -Jan 2012)Team Manager - British Gas Services (May 2004 – May 2010)Fulfilment Team Manager British Gas Services (January 2004 - May 2004)Team Manager - British Gas Services (Apr 2003 – Jan 2004)Team Leader Support - British Gas Services (October 2001 – April 2003)Area Support Team Advisor - British Gas Services (January 2000 - September 2001)Customer… Show more Team Manager - British Gas Services (Jan 2012 – August 2016)Customer Service Manager – British Gas Services (May 2010 -Jan 2012)Team Manager - British Gas Services (May 2004 – May 2010)Fulfilment Team Manager British Gas Services (January 2004 - May 2004)Team Manager - British Gas Services (Apr 2003 – Jan 2004)Team Leader Support - British Gas Services (October 2001 – April 2003)Area Support Team Advisor - British Gas Services (January 2000 - September 2001)Customer Service Advisor - British Gas Services (September 1998 - January 2000) Show less

People Management: 8 direct reports and 100 – 140 indirect reports.Ensure that standards of service are met and business strategy is implemented to maintain appropriate levels of customer service.To lead, develop and coach a team of managers to ensure that Customer Service and our wider business strategy is delivered within time, cost, quality, and H&S parameters.Build a high performance culture that is focused on performance achievement and continuous improvement in all… Show more People Management: 8 direct reports and 100 – 140 indirect reports.Ensure that standards of service are met and business strategy is implemented to maintain appropriate levels of customer service.To lead, develop and coach a team of managers to ensure that Customer Service and our wider business strategy is delivered within time, cost, quality, and H&S parameters.Build a high performance culture that is focused on performance achievement and continuous improvement in all business results, recognising the importance of service excellence and commercial focus.Provide strong change leadership, shaping and influencing change programmes as required and leading the Customer Services change agenda. This involves planning, co-ordinating, managing and delivering business based projects reflective of strategic goalsShape and manage our culture in line with our vision and values, ensuring that the people strategy is at the heart of what we do. Show less

Reducing employee absenteeism through support, policies and procedures. Supporting line mangers to have effective and challenging conversations. Ensuring consistency across the site.

Multi Premise Manager – British Gas Services (September 2016 – current)Key Achievements:• Lead the transition of the Multi Premise operation to new site• Delivery of high levels of performance across all key performance indicators• Driven people agenda with employee engagement • Successfully piloted and launched several new initiatives • Implemented process improvements including, missing payments, lettering changes, planning reporting and face to face sales•… Show more Multi Premise Manager – British Gas Services (September 2016 – current)Key Achievements:• Lead the transition of the Multi Premise operation to new site• Delivery of high levels of performance across all key performance indicators• Driven people agenda with employee engagement • Successfully piloted and launched several new initiatives • Implemented process improvements including, missing payments, lettering changes, planning reporting and face to face sales• Delivering a world class employee engagement score• Delivered between 120-140% of growth target for 2 years• Retained over 95% of customers for 2 years• Created new process for outstanding payments which gave a 95% reduction in 2 weeks• Quality has been 100% compliant for over 18 months• Gained Pricing and Commercial acumen• Managing legal requirements for Landlords Gas Safety Certificates• Planning and forecasting to meet customer demand Show less