Jacklyn Batchelar Email & Phone Number

Coventry, England, United Kingdom

Working as a key part of the team around children in my care, ensuring their needs are met and that the best interests of the children are at the heart of all decisions made.Key Tasks• Ensuring the physical and emotional needs of children placed in are care are met to aid in the building of a secure attachment to help children feel safe.• Liaising with all professionals around the children in my care to ensure that everyone has access to the latest information, these professionals include: Social workers, Health visitors, doctors, police, court appointed guardians.• Completing and submitting weekly records ensuring they are accurate and concise in case of use in future court proceedings.• Ensuring all records and communications are password protected and handled within GDPR guidelines.• Attending meetings and advocating for children in my care, to ensure their voice is heard.• Ensuring that any concerns or incidents are reported and escalated where necessary following the required procedures.• Attending training courses to ensure my skills and knowledge are kept up to date and I continue to develop in this role.• Building and maintaining relationships with birth families without bias or judgement.

Leicester, England, United Kingdom

Solihull

Through teaching, coaching and mentoring I support our business to develop an environment that encourages, inspires and motivates people to excel whilst building an Agile culture that is adaptive, responsive and continually learning.Key Tasks• Provide coaching to individuals and teams to support in their journey to self-management, psychological safety, and alignment to business goals.• Implemented team Health Checks for all teams across our business to enable teams to self-assess their day to day functioning and identify areas of development.• Facilitation of team meetings using Agile tools such as retrospectives to reflect, review and improve on concerns identified.• Providing insight to members of senior leadership team on themes identified in relation to people and teams across the business.• Implementation of Employee Net Promoter survey to gain qualitative feedback from employees on how they feel about working for our business.• Ensuring teams have clear purpose and outcomes and provide tools to facilitate conversations to support the needs of our people, customers, and business.• Lead on our Employee Engagement Group where representatives from across our business come together as the voice of our people to make National Grid Metering a great place to work.• Lead/member of multiple employee resources groups where employees come together to explore improvements in specific areas i.e. ‘Wellbeing’, ‘Community’ and ‘Pay, Reward and Recognition’.

Solihull, West Midlands, United Kingdom

Managing high performing teams within the Domestic Customer Service Centre to empower and enable all our people to manage end to end customer processes, using innovation and creativity to manage our customer’s expectations.Key Tasks• Managing multiple processes within a multi skilled Customer Service Centre ensuring we start and end with the customer in mind in everything that we do.• Review of shift patterns to ensure coverage of all tasks across 24/7/365 operation.• Revise out of hours working arrangements to introduce standby shifts for advisors.• BCM Champion for Domestic Metering ensuring all of our Business Continuity Plans are up to date and fit for purpose, communicated to the business and tested regularly .• Review and challenge MI reporting where necessary ensuring all KPI's are met and creating rectification plans if required.• Embed Performance Excellence core practices within the Customer Service Centre to ensure that our ways of working meet our customer's needs.• Manage high level complaint responses and escalations whilst managing our customers' expectations and • Develop SMART objectives and manage performance of Team Leaders against these.• Supported the introduction of new services and ensured the required training was in place to ensure a seamless transition for our customers.• Ensure that real-time Customer Satisfaction is celebrated and used to drive improvements.

Solihull, West Midlands, United Kingdom

Responsible for creating a Contact Centre for a new business venture within National Grid to manage multiple workstreams and customer interactions to support Smart Meter roll out and business growth, using Agile project practices.Key Tasks• Design and Implement technology and processes for the National Grid Smart Centre with our customers' needs at the forefront at all times.• Develop system requirements for Telephony, Workforce Management and CRM solutions.• Source service providers for SMS, Language Translation and Email Solutions following National Grid guidelines.• Complete System testing for all Smart Centre Systems ensuring that our requirements were met.• Responding to RFI's and RFP's from customers with responses detailing the services we offered.• Creation of Role Profiles for Smart Centre Advisor, Smart Centre Coach and Smart Centre Team Leader that demonstrated the culture being built within NG Smart.• Develop shift patterns and training material for Advisors and Team Leaders • Created a 4 month recruitment and training plan for Smart Centre advisors and Team Leaders to ensure our Smart Centre was ready for Go Live.

• Providing leadership and support for up to 15 direct reports and creating a motivated environment to support continuous improvement initiatives.• Report and monitor my team’s and department’s Key Performance Indicators ensuring that they are being improved or maintained.• Building and maintaining relationships with internal and external stakeholders following relocation of the Domestic Contact Centre.• Daily teleconferences with Gas Suppliers to highlight any potential issues and inform them of our daily calls forecast.• BCM champion for the department ensuring that all documentation is fully updated and briefed to all required personnel.• Supporting employee engagement by having monthly 1-1’s and team meetings/challenges with all team members.• Undertake Interim and full Year Performance Frameworks with each team member to review performance against set objectives and reviewing and support their development plan.• Creating Winter Preparedness plan and documentation for the Domestic Contact Centre in order to create an action plan to ensure standards are met during unexpected high call volumes during the winter months.• Supporting cross departmental knowledge sharing sessions in order to build knowledge and create a One Team environment.• Promoting Safety, Health, Environment and Security (SHES) across the department and encouraging my team o report ay Near Misses or Hazards witnessed.• Carrying out National Grid Metering SHES inductions for all new Contact Centre advisors ensuring that they were fully aware of all of our site specific Policies and Procedures.• Ensuring all quality monitoring is carried out for team members to ensure that we are providing our customers the best possible service.• Communicating key messages throughout the NGM Contact Centre via all available sources in order to ensure understanding.