David Watts Email & Phone Number

Cardiff, United Kingdom

Cardiff, United Kingdom

My core role is Customer Service Advisor. I am responsible for high level customer service provision for credit customers for billing, general, technical and SMART meter queries. I also provide mentorship for new starters to ensure they begin their journey the correct way. I was also asked to provide holiday cover for the Resource and Planning team.

Cardiff, United Kingdom

 Managing all aspects of up to 100 agents performance during initial period of call taking after induction training for a major energy business Ensuring high level of customer service provision is provided at all times by using monitoring and feedback Using coaching and performance management to ensure agents are aware of and achieve compliance and regulatory areas such as FCA Rules, Money Laundering, Data Protection Ensuring all agents are aware of and abiding by company regulations and instilling the required work ethics Manage and train a team of 20 high performing agents to provide floor support to new starters Liaising with key teams within the business to ensure that department is working towards all KPIs and synchronised with business goals Providing customer service training to inductees to set curriculum provided by various clients across several industries Undertaking training needs analysis for existing staff members then creating and delivering bespoke training packages to fulfil business needs Taking a lead, problem solving role in the Learning & Development team Completing administrative tasks to ensure accurate records of achievements and compliance in line with client and legislative requirements

Cardiff, United Kingdom

 Managing all aspects of up to 30 agents performance during day to day call taking activities Using coaching, motivation and performance management to ensure agents achieve individual and team KPIs Identifying training needs coaching needs and liaising with other departments to ensure these are met Plan and run daily, weekly and monthly performance update meetings both for agents and upper managementCover for senior manager during periods of holiday and absence

Cardiff, United Kingdom

 Providing high level customer service and Directory Enquiry support to various clients Working as part of a team to achieve set KPIs Use self motivational techniques to ensure that own KPIs were achieved