• Lead the operational management of Executive Liaison Complaints (CEO, Press, Legal, and MP) with direct interaction with the Executive Team and CEO, ensuring successful customer outcomes and continuous process improvement.• Manage the operational aspects of the Energy Ombudsman Workstream, meeting key deadlines, tracking volumes, and optimising response times.• Personally handled escalated high-risk cases, demonstrating a proactive approach to… Show more • Lead the operational management of Executive Liaison Complaints (CEO, Press, Legal, and MP) with direct interaction with the Executive Team and CEO, ensuring successful customer outcomes and continuous process improvement.• Manage the operational aspects of the Energy Ombudsman Workstream, meeting key deadlines, tracking volumes, and optimising response times.• Personally handled escalated high-risk cases, demonstrating a proactive approach to resolving complex issues, resulting in a 20% reduction in case resolution time.• Inspire and manage the team to exceed KPIs, providing excellent customer service through effective resource planning, case allocation, and implementing targeted training programs.• Directly manage the dedicated phone line, resulting in a 15% improvement in customer query resolution times, and cultivate strong relationships with public affairs and legal teams.• Drive process improvements and implement strategic initiatives for employee development, conducting 1-2-1s, appraisals, and performance reviews, resulting in a 25% increase in team productivity. Show less

• Spearheaded initiatives to prevent externally escalated complaints, leading a quality improvement program across onshore and global offshore teams, resulting in a 30% decrease in external escalations.• Successfully reduced the highest complaint category volume through a targeted initiative, leading to a 25% improvement in overall customer satisfaction.• Conducted root cause analysis, identified process issues, and proposed preventative measures … Show more • Spearheaded initiatives to prevent externally escalated complaints, leading a quality improvement program across onshore and global offshore teams, resulting in a 30% decrease in external escalations.• Successfully reduced the highest complaint category volume through a targeted initiative, leading to a 25% improvement in overall customer satisfaction.• Conducted root cause analysis, identified process issues, and proposed preventative measures to reduce repeat complaints, resulting in a 20% decrease in recurring issues.• Collaborated in cross-site resource planning conferences with senior stakeholders to manage multiple workstreams, resulting in a 15% increase in overall team efficiency.• Recognised for contributions to the "Effective Operational Management" program and awarded "Manager of the Month" for minimising externally escalated complaints, with a 10% reduction in escalations. Show less

• Led initiatives to achieve challenging Bad Debt Charge budgets, implementing incentives to maximise revenue collection, resulting in a 15% increase in debt recovery rates.• Utilised "Target Collection Management Systems" to analyse and drive team performance, leading to a 20% improvement in collection efficiency.• Successfully corrected and collected over £8 million in 16 months, managing high-value debt accounts, resulting in a 25% reduction in… Show more • Led initiatives to achieve challenging Bad Debt Charge budgets, implementing incentives to maximise revenue collection, resulting in a 15% increase in debt recovery rates.• Utilised "Target Collection Management Systems" to analyse and drive team performance, leading to a 20% improvement in collection efficiency.• Successfully corrected and collected over £8 million in 16 months, managing high-value debt accounts, resulting in a 25% reduction in outstanding debts.• Collaborated with business analysts on debt campaigns, working closely with debt agency teams and senior managers, resulting in a 20% increase in successful debt recovery. Show less

• Established and led a high-performing team, earning recognition at the Customer Service Awards, resulting in a 15% improvement in team morale.• Implemented successful incentives, including the "Ed to Ed" incentive, and piloted the complaint "Manager Intervention Process," resulting in a 10% reduction in escalated complaints.• Led the Ofgem billing code audit, achieving a gold standard, resulting in a 30% improvement in regulatory… Show more • Established and led a high-performing team, earning recognition at the Customer Service Awards, resulting in a 15% improvement in team morale.• Implemented successful incentives, including the "Ed to Ed" incentive, and piloted the complaint "Manager Intervention Process," resulting in a 10% reduction in escalated complaints.• Led the Ofgem billing code audit, achieving a gold standard, resulting in a 30% improvement in regulatory compliance.• Managed post-disconnection and executor debt processes, resulting in a 25% reduction in outstanding debts. Show less

• Orchestrated the seamless migration of customer accounts during a pivotal system transition, demonstrating adept management skills.• Streamlined complaint management processes, escalating and resolving all issues efficiently.• Fostered collaborative cross-site networks with peer groups, facilitating knowledge sharing within the organisation.• Spearheaded a "right-first-time" query resolution approach, implementing a quality assurance program to… Show more • Orchestrated the seamless migration of customer accounts during a pivotal system transition, demonstrating adept management skills.• Streamlined complaint management processes, escalating and resolving all issues efficiently.• Fostered collaborative cross-site networks with peer groups, facilitating knowledge sharing within the organisation.• Spearheaded a "right-first-time" query resolution approach, implementing a quality assurance program to instil ownership and responsibility among the team.• Conducted comprehensive training sessions, empowering teams to handle more complex phone call queries.• Initiated and managed a departmental incentive program, resulting in a remarkable 20% uplift in revenue collection for the area. Show less

• Supervised and mentored team members, ensuring high performance and productivity.• Conducted rigorous quality checks, providing constructive feedback and support to enhance work quality.• Implemented side-by-side coaching strategies to refine call-handling skills, improving overall performance.• Facilitated group call listening and training sessions, fostering a collaborative learning environment.• Collaborated with managers to enhance… Show more • Supervised and mentored team members, ensuring high performance and productivity.• Conducted rigorous quality checks, providing constructive feedback and support to enhance work quality.• Implemented side-by-side coaching strategies to refine call-handling skills, improving overall performance.• Facilitated group call listening and training sessions, fostering a collaborative learning environment.• Collaborated with managers to enhance advisor performance and develop effective performance plans. Show less

• Addressed customer complaints and queries and effectively escalated technical problems to ensure swift resolutions.• Administered various administrative tasks, ensuring accurate and up-to-date customer information.• Provided comprehensive information on both new and existing products to customers.• Handled end-to-end processing of orders, payments, refunds, and sales, showcasing a commitment to operational efficiency and customer… Show more • Addressed customer complaints and queries and effectively escalated technical problems to ensure swift resolutions.• Administered various administrative tasks, ensuring accurate and up-to-date customer information.• Provided comprehensive information on both new and existing products to customers.• Handled end-to-end processing of orders, payments, refunds, and sales, showcasing a commitment to operational efficiency and customer satisfaction. Show less

Alongside my full-time job, I volunteered in a busy Financial Advisory office. Providing administration support to the Independent Financial Adviser’s and Mortgage Adviser's. I gained great insight into the role of an IFA. Shadowing them as they completed fact finds. Using the Iress Exchange to search for suitable protection products for clients. Assisted in preparing suitability reports and keeping client records up to date.