Elaine Macpherson Email & Phone Number

Glasgow, Gb

Glasgow

Uddingston

Lead a team of 14 Customer Managers and 1 Senior Customer Manager, ensuring all high level complaints (Chairman, Board, MP & FOS Handoffs & Referrals) are handled and are compliant within the FCA guidelines and processes. Carry out 1-2-1’s, support, guidance for my team and other Customer Relations Teams in other business units. Complaints are handled by Telephone, Email and Letters. This has been in various departments of Customer Relations, from HQ team in Staines to Invoice Disputes team in Uddingston

Uddingston

Lead a team of 14 Customer Service Advisors ensuring all Call Centre KPI’s are achieved, call handling, quality assurance checks and 1-2-1's were completed on a weekly basis whilst maintaining high Employee & Customer Satisfaction.

Uddingston

Responsible for the Multi Premise High Value Accounts for Landlords and Business Customers who had 10 or more properties, who were a mixture of private, local authority and council associations. Lead a team of 10 Account Managers who dealt with customers queries, renewals and new business via telephones, emails and letters. Responsible for ensuring sales targets were achieved for department as well as coaching and developing the Account Managers to hit or exceed individual sales and quality targets.

Uddingston

Liaise with third party call centres who promoted and sold British Gas Products, ensured targets were achieved and sales were processed via BG systems 24 hours after completion of sales. Lead team of Customer Service Advisors who were targeted to process completed sales whilst ensuring excellent quality and relationships with our third-party partners.

Uddingston

Develop the Model Office Approach in all departments, support and guide the existing Team Leaders in the New British Gas working practises ensuring consistency whilst delivering customer and employee satisfaction through effective coaching of their teams to enhance sales performance for their agents, teams, departments and business overall

Uddingston

Lead and develop sales advisors within the telesales teams to hit sales and quality targets in British Gas core products within the business

Staines United Kingdom

Seconded to British Gas in Staines to help develop new pricing structure for British Gas products ensuring systems were adequate to ensure new working practices. Also responsible for roll out of training throughout the country.

Uddingston

Lead the team of administration agents ensuring we were ready as a business to embrace the AUDDIS process which all banks and building societies were introducing alongside the New Direct Debit Guarantee. Ensuring all the Call Centre Agents were also trained to handle customer calls and deal with sensitive customer information.

Uddingston

Call Centre Agent, ensuring I achieved high call taking, whilst achieving excellent quality and sales performance through effective questioning and matching customer needs to our business products.