Delivered training on Extra Support process, understanding a ‘balance form’ and ‘Fair Payment Outcomes’ reducing wait times allowing more customer calls to be answered. Delivered a new way of working to enable colleagues to take 100% accountability with zero excuses, improved customer experience by empowering individuals to highlight breaks in processes. Increased Net Promotor Score (NPS) by +25. Effectively implemented new training request process which drove personal development and… Show more Delivered training on Extra Support process, understanding a ‘balance form’ and ‘Fair Payment Outcomes’ reducing wait times allowing more customer calls to be answered. Delivered a new way of working to enable colleagues to take 100% accountability with zero excuses, improved customer experience by empowering individuals to highlight breaks in processes. Increased Net Promotor Score (NPS) by +25. Effectively implemented new training request process which drove personal development and increased sales performance by 3.5% increasing customer base.Identified and nurtured talent by supporting upskills and increasing knowledge to develop advisors to manage our customers journey end to end thus minimizing internal transfers. Reduced transfers by 4 % allowing more customer calls to be answered.Ensuring compliance across regulatory requirements to meet OFGEM and Eon standards, resulting in correct customer outcomes. Reducing complaints by 81% and a reduction in age by 256 days.Working across different departments to increase stakeholder relationships, share best practice and identify the best ways of working. This aligned customer experiences no matter who answered the phone.Designed and provided training to in house and outsource partners circa 80 p/a, continually monitoring success and embedment of new skills and knowledge.Provided engaging training and management of direct reports remotely via MS teams throughout pandemic to ensure success of remote working. Show less

Responsible for performance management, with a proven ability to coach and develop others.Responsible for improving our ways of working and leading our people to deliver the right outcomes for our customers first time.Led multiple teams of 15 through significant change.Accountable for talent and development, supporting advisors to achieve their work goals. Responsible for recruitment and training.Accountable for the delivery of regulatory compliance.

Setting targets and using KPI’s to measure success. Effective absence management conversations and attendance plans in line with internal HR processes and procedures. Identifying and maintaining relationships with key stakeholders.Leading my team to deliver great results, through happy customers and great Net Promoter Scores.

Responsible for performance management, with a proven ability to coach and develop others.Responsible for improving our ways of working and leading our people to deliver the right outcomes for our customers first time.Led multiple teams of 15 through significant change.Accountable for talent and development, supporting advisors to achieve their work goals. Responsible for recruitment and training.Accountable for the delivery of regulatory compliance.

Gained a varied understanding of the energy market - domestic and commercial billing and enquiries, appointment booking, complaints management, first time resolution. Focal point for delivery of new processes.