James Hawthorne Email and Phone Number

Selecting the right volume of customers for weekly campaign activity, promoting the benefits of smart meters, with the aim of achieving our smart mandate with Ofgem. -Analysing field capacity data and smart meter eligibility data, finding the right balance to ensure that field capacity is utilised effectively.-Collaborating with the E.ON Next Data Team to develop a more automated selection model through the utilisation of Python.-Understanding stakeholder needs and turning these into visualised dashboards in Tableau, focusing on forecasting utilisation of capacity and appointment generation.-Leading the development of an ad-hoc campaign process to allow for any test campaigns, in readiness for eligibility suppression releases or changes to campaigns.

Developing strong cross-functional relationships with stakeholders at all levels, supporting them to deliver their strategic goals through the design, development and ongoing management of the compliance reporting tools and framework to understand and manage performance, and provide insight analysis to create recommendations to improve performance. -Overseeing the production of intelligence MI, which focused on key areas of risk using data visualisation tools such as Excel, Power BI and Qlik-Managing ever-changing priorities of work, ensuring any new requests were prioritised based on business need and regular engagement with stakeholders throughout development-Translating work requests into data requirements by identifying the stakeholder needs and transforming them into solutions-Leading regular performance meetings-Leading the redesign of performance dashboards by engaging key stakeholders at a senior level-Providing ad-hoc insight for any potential opportunities to help improve performance, highlighting any key risks or impacts on customer journeys whilst focusing on the benefits and desired outcomes.-Using my knowledge of data management to prepare data for storage in the data warehouse, and using SQL and Python to manipulate data for efficient and accurate reporting or to provide ad-hoc pieces of analysis into performance.-Leading the reporting element of the UK Compliance Taskforce which was established to provide ad-hoc and agile reporting during the COVID-19 pandemic. -Established a data and reporting governance framework which ensured that any reports, dashboards, or insight produced by my team was checked and accurate before being shared with stakeholders-Managing a team of Intelligence Analysts

Responsible for carrying out analysis of data, systems and processes to understand the root cause of underperformance against smart metrics and to make recommendations for the scope of system and process changes, performance initiatives and trials to deliver the improvements required to support the smart roll out plan. This role also involved developing intelligence using tools such as SQL, Excel and Qlik to analyse complex and large volumes of data and provide insight into the root cause of underperformance.

Responsible for the production and development of strategic intelligence which is used to drive changes within the operation to improve compliance performance across the Residential and BC&S areas. This is achieved through the undertaking of deep-dive analysis and interpreting large volumes of variable and complex Compliance data and providing stakeholders from Operational Management up to EUK Board with risk, opportunity and trend/forecast intelligence to direct their decision making, change plans and performance management. This role has also involved:- Developing ‘best in class’ monthly performance reporting, using tools such as Excel/SQL, which is used my operational management to drive decision making and changes to improve performance. This has involved sourcing and collating information from across all channels in the RUUK business.- Gaining in-depth experience of using SQL to extract, cleanse and present data from varied large and complex data sources.- Developing my knowledge in the use of data warehouses and similar systems in the execution of data driven strategies.- Developing in-depth understanding of business processes and operations to the level of subject matter expertise.- Using Microsoft Access, Infopath and SharePoint to maintain effective compliance monitoring tools.

Responsible for analysing data on E.ON’s performance, working closely with senior stakeholders across Residential and BC&S, ensuring 100% accuracy prior to submitting to the regulator. Responsible for administering the regulatory governance framework for all reports submitted to Ofgem, BEIS and other regulatory bodies ensuring punctuality, accuracy and consistency. This role has also involved:- A good understanding of all key regulations, including our supply licence, Consumer Protection Regulations and Advertising Standards. - Chair External Correspondence daily meetings, assigning severity levels for all highly sensitive requests for information and consultations, ensuring they are allocated to the relevant business expert, and producing the weekly External Correspondence report for Board members. - Providing timely, detailed written and verbal analysis and advice on compliance and regulatory issues based on thorough investigation of specific issues and support in the development of any solutions.- Maintaining excellent working relationships with regulatory business partners, executives, operational business owners, senior managers and regulatory bodies.

To design and develop business processes that support the residential operation. Working with the key business areas across Customer Operations, Sales and Marketing to evaluate process data and undertake process analysis. Investigate opportunities to improve operational processes and resolve operational process failures. Use a range of tools to define problems including the cost of poor quality and the potential business benefits. Measure current process performance, identify root causes, re-design processes and implement and control agreed solutions. Ensure existing and new processes are mapped to agreed level and standard and that all changes are logged and controlled. Ensure all processes where appropriate have a call guide mapped to agreed level and standard that all changes are logged and controlled.Main responsibilities of role•Investigate statistical samples of demand across customer service functions. •Understand customer demand/voices, set up demand/voice capture, evaluate the data and identify the root cause of the business issue. •To update and maintain trend analysis for specific customer service areas. •To provide accurate, timely and analytical feedback in a clear and concise format. •Map key business processes at agreed levels in a consistent and auditable method which aids the measurement of process performance / process yield. •Trial new process improvements, measure results and document fully. •Handover “in control” to operation ensuring necessary reporting is in place to measure process / business benefits. •Input to customer service communications, agent briefings and operational reporting. •Provide process updates to Ask. •To support the department in presenting findings to any level within the Customer Service Management Team. •To represent Operational Improvement when required, as a subject matter expert or deputy to Operational Improvement Lead.

Specialising in pay as you go meters, this role involve providing a high quality customer service through inbound and outbound communication with E.ON Energy SME customers. A key part of this role also involved liaising with engineers and E.ON representatives in regards to meter installations and meter faults. As well as administrative duties such as account migration, appointment booking and updating accounts and important documentation. This role also involved:- Resolving any complaints which customers may have which relate to PAYG meters.- Using ICE software to update customer’s accounts and investigate any issues they may have.- Advising customers on ‘Best Deal For You’ to ensure that the customer is in the best contract to fit their circumstance.- Developing strong relationships with key stakeholders across the business. - Developing managerial skills through leading team briefings, and supporting and mentoring colleagues.

Working on Project Collect which is the development of the new system to be used within Credit Operations, it is designed to improve our customer’s experiences as we will be able to have tailored conversations with them. The main aspect of this role is to perform controlled tests, recording the outcome and ensuring that any faults are highlighted and reported to the test manager and a defect raised. Resulting in the system being fit for launch and all processes are followed correctly.

After graduating from university i decided to follow in my parents footsteps and join E.ON Energy and lay down the foundations for an exciting career. This role involved providing a high quality customer service through inbound and outbound communication with E.ON Energy customers. Whilst also collecting outstanding balances and negotiating with customers to find the best solution to fit their circumstances whilst fitting with Eon Energy policies. This role also involve: -Providing customers with up-to-date information on current Eon Energy products and services. -Advising customers on their energy consumption and how they can reduce this. -Resolving any complaints which customers may have.

Whilst studying Business Management at college and university, i spent the majority of my weekends working part-time as a Warehouse Operative for Currys. This role involved the daily management of activities within the warehouse such as Inventory control, merchandising and deliveries. It provided the opportunity to build on managerial skills as I would manage the warehouse team and support colleagues in other departments. However I also gained valuable sales experience and have been trained in using the FIVES selling model and providing a great customer experience from the moment they walked into the store. This role also involved: -Dealing with any customer enquiries on a daily basis.-Inventory Management.-Organising the warehouse to allow for better efficiency.-Merchandising the store to allow an efficient and effective journey for customers.-Cash management.-Maintaining store and product security.

As part of my university course, i was given the opportunity to work abroad for a year in Bulgaria as a Property Management Asistant. The main aspect of this role involved inspecting the properties that I managed on a regular basis, if any problems were found during inspection then I would inform our customers and advise on how these problems can be rectified. I would then liaise with relevant parties to ensure any issues are resolved to the highest standard. As part of the experience i was given the responsibility to manage, organise and inspect the cleaning of over 150 apartments we managed, as well managing 3 cleaning teams who didn't speak English. A challenging yet rewarding task.This role also involved:-Checking in and out of guests which required detailed inspections of properties upon departure.-Communicating with the apartment complex management and handymen to arrange the repair work within the apartments.-Communicating with clients via email and telephone.-Organisation of the office including paperwork, tools and bedding.