Dylan Langford Email & Phone Number

Birmingham, Gb

- Diagnosing energy related issues for customers and liaising with suppliers to resolve them.- Managing cases via Sage CRM, from start to finish.- Taking calls and applying live fixes to accounts, where possible.- Raising cases or transferring customers to their account managers.- Interacting with customers via phone, email or live chat to address queries and provide information related to their accounts.- Cross-functional cooperation, particularly with the billing and procurement teams, allowsme to work towards achieving the best possible outcome for customers.- Building relationships with customers by responding to their concerns as quickly and efficiently as possible, ensuring they are regularly updated and always kept informed on where their cases stand.

I work as a Customer Specialist, dealing with Exceptions, this relates to matters concerning issues with customer meter reads.I analyse customer read data to identify trends and potential issues, as well as put the necessary fixes and advice in place to help customers going forward.In dealing with reads related queries, I regularly come across issues related to the change of supply reads on customers accounts, requiring me to oversee disputes to amend the reads with us and the other provider, as well as manage customer queries and complaints surrounding the disputes.I also provide live assistance to front line agents in dealing with reads related issues, whether that be providing on the spot fixes or advising agents on what steps to take next and how to advise the customer, sometimes taking on the query myself to guarantee a better suited management of the issue going forward.When contacting customers, I have to be fully aware of industry regulations and be compliant with them, particularly those related to data protection, similarly to my previous role as a Customer Experience Maker. This is important, as I still manage complaints and customer contact with them, therefore complying with OFGEM and GDPR regulations when dealing with the complaints is a crucial part of my role.Empathy with customers is paramount in this particular role, as reads issues can stem from a variety of causes, such as those related to customer vulnerability. Spikes or irregularities in usage can have delicate underlying causes, such as medical equipment in their homes, so being able to have an open conversation with customers about this helps in identifying the route causes behind customer reads issues.As my role is part of our Hub Back Office, a strong team mentality is required, as each of us work according to our own area of expertise and assist each other where we can. Being able to communicate across the team allows us to handle multiple issues related to single accounts together.

Coventry, England, United Kingdom

I was working in this role as part of a secondment.My role consisted of learning and understanding the issues related to the technical set up of gas and electricity meters across multiple systems and applying fixes to them.As part of the role I underwent a DBS check to grant me access to the SMETS system related to smart meters across the U.K.The role required an eye for detail in particular, as I would need to be able to spot issues such as incorrect meter set ups and inconsistencies in the data we held about them and being able to fix this.Time management was also crucial for the role, as I would have a bulk of tasks to manage throughout the day and fix technical issues within a certain deadline, such as 8 fixes per hour.

Coventry, England, United Kingdom

As a Customer Experience Maker, I was the first line of contact for customers contacting Shell Energy.I was expected to take inbound calls and answer emails from customers. In the role, I had targets I was expected to work towards as my main KPIs. One of the targets was the average handling times of my calls, that was 800 seconds per call at that time, which tied in with my note taking time following the calls, which was targeted at 150 seconds. When working emails I was expected to work at least 4 per hour, performing all the necessary investigations on the issue the customer had, raising the necessary tasks to which ever back office department was required to fix it and then contacting the customer directly by phone, or email if there was no answer or phone number available, in order to update them.I was required to have a strong understanding of data protection and GDPR, as the role involved the handling of customer sensitive data. Understanding OFGEM regulations was also crucial, as I would handle complaints and needed to understand the correct logging and timescales involved in the dealing of them. Sales compliance was also an important part of my job, as I would regularly sell fixed tariffs, until the energy industry’s instability led to the prolonged withdrawal of fixed tariffs by most providers in the market.Complaint handling was an important part of this role, not just from a regulatory perspective, but also a customer centric one. Active listening, clear communication and strong negotiation skills were all crucial to being able to manage and solve customer complaints. The emphasis was to have an honest and personable conversation with the customer and to empathise with them, in order for them to feel like they were not speaking to a robot.

West Midlands, England, United Kingdom

I worked as a Customer Assistant for Lidl for over 5 years, while I was at college and then university.As part of the role, I worked in store, handling customer queries in person and assisting them where possible, such as identifying where to find certain items.I also worked on the tills, which required efficiency in managing queues and being friendly and approachable for customers when serving them.On the shop floor, I would stack shelves, unloading deliveries and making sure they were put out in a timely manner, understanding the wider effect that empty shelves would have on the business if this wasn’t done. Time management was vital in this role as we had set times to unload pallets and stock the shop floor, usually no less than 40 minutes for euro pallets.Working as part of a team was crucial, as everyone had to manage their tasks together and work together to make sure they were met and the store ran smoothly. This required strong communications and diverse communication skills, as many of my colleagues were from different cultures where English was not their first language.