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Emotous is an international team of personal development experts, talent management strategists and professional coaches who are committed to building future-ready leaders and agile workforces.

As a Senior Manager I am responsible for the functional leadership and support of Origin customers once they have a bill issued to them. This includes a range of support options starting from short term payment extensions all the way through to being supported under Origins Power On Program, for any customer experiencing financial difficulty.During the time of conducting my role as Customer Support Manager, I also represented the Retail arm of the business in Origin's organisational wide Health and Wellbeing strategy. The purpose of this was to create, implement and support wellbeing programs to deliver to origins strategic objects and to meet Health and Safety targets.

As the National Customer Advocacy Manager, I lead a Contact Centre made up of 9 direct reports being that of Customer Advocacy Leads and the Customer Advocacy Program Lead, with a total of 110 FTE. This is made up of both Origin and an outsourced third party provider employees.Customer Advocacy Leads and the outsourced third party provider: Are responsible for the daily execution of Credit and Collections strategies that include Inbound and Outbound activities, Exception Management, Case Management, Campaign Management as well the identification and protection of vulnerable customers and those in financial hardship, meeting and exceeding SLA's and KPI's.Customer Advocacy Program Lead: Is responsible for building and maintaining relationships with external community groups and government departments, with the aim of supporting financially vulnerable customers. During the time of conducting my role as the National Customer Advocacy Manager, I also represented the Retail arm of the business in Origin's organisational wide Health and Wellbeing strategy. The purpose of this was to create, implement and support wellbeing programs to deliver to origins strategic objects and to meet Health and Safety targets.

As the National Customer Advocacy & Accounts Receivables Manager I have the following 4 direct reports: Customer Advocacy Contact Centre Manager, Customer Advocacy Program Lead, DNP Lead and the Receipting Operations & Vendor Manager. These functions are made up of teams both on and offshore with a total of 145FTE in my department.DNP Function: Is responsible for ensuring timely execution of the strategy for all eligible accounts, to ensure all regulatory and compliance requirements are achieved and next best actions are identified and executed upon. Receipting Operations & Vendor Manager: Is responsible to manage operational support for processes owned by Finance and Receipting to ensure delivery of strategic objectives and targets. These include support to BPO partners, management of Finance functions, investigation and remediation of complex and sensitive customer issues ongoing internal and external audits, assurance and reconciliation of processes. Customer Advocacy Contact Centre Manager: Is responsible for leading contact centre teams to ensure the effective response to customers who are financially vulnerable, disadvantaged or experiencing hardship. Customer Advocacy Program Lead: Is responsible for building and maintaining relationships with external community groups and government departments.During the time of conducting my role as the National Customer Advocacy & Accounts Receivables Manager, I also represented the Retail arm of the business in Origin's organisational wide Health and Wellbeing strategy. The purpose of this was to create, implement and support wellbeing programs to deliver to origins strategic objects and to meet Health and Safety targets.

As the Learning and Capability Manager I am leading a team of 6 direct reports made up of Learning and Development Leads, Coaching Team Leaders and Leadership Effectiveness Leads. The core responsibilities of this function is to support the creation and delivery of leadership and technical capability activities to the wider Retail Business. This function of 20FTE supports both front & back office staff, across multiple locations both on and offshore of up to 2,500FTE. During the time of conducting my role as the Learning and Capability Manager , I also represented the Retail arm of the business in Origin's organisational wide Health and Wellbeing strategy. The purpose of this was to create, implement and support wellbeing programs to deliver to origins strategic objects and to meet Health and Safety targets.

As the Customer Service Call Centre Manager I am responsible for the daily operations of the 120 - 250 seat Contact Centre to ensure service delivery standards are met and maintained in line with Origins objectives. Promote Origins strategic vision, direction and purpose to the Customer Contact Centre and ensure each team member is aware of their role and contributions to Origin and its objectives. While being responsible for creating and maintaining the relationship and performance of our outsourced BPO. While in the role I also created an Unplanned Absence Framework in partnership with the People and Culture department for use in the National Contact Centers to support 850 employees. I was also a foundation member of the Origin Health and Wellbeing committee which delivered wellness programs to the Retail business which included 2000 employees.

As the Sales & Service Performance Coach I work with the Sales and Service Call Centre Managers to identify and implement opportunities to deliver best in class coaching techniques for sales & service effectiveness.I am responsible for creating and facilitating the rollout of a coaching framework for sales and service techniques to Team Leaders and Call Centre Managers. The purpose of the coaching framework is to create consistency and focus on maximising people’s potential, while assisting to minimise customer complaints and improving engagement, productivity and team work.

As the Telesales Call Centre Manager I am accountable for leading a team of 18 Sales Team Leaders and 250 Agents, whose core responsibilities were to provide a great customer experience through the Moves journey and to acquire new business into Origin for the Residential Gas and Electricity market. While supporting the wider Sales team and focus on achieving operational success within my contact centre. In addition i'm responsible for ensuring that staffing and the team objectives meet the key performance indicators of the Contact Centre through adding value to the customer experience, ensuring great customer service, ongoing effective people management and leadership, gaining operational efficiencies and providing business improve

As the SAP Stabilisation Site Lead I am responsible for leading a team of 20FTE to support the effictive IT rollout and implimentation of the new CRM platform SAP into the Retail buisness of 500 FTE in my responsible site.

As a Team Leader I am responsible for the quality and quantity of work produced by the Telesales team. The scope of my role included daily supervision of my team, on the job training and coaching, expert assistance, reporting of results, creating an environment that motivates team members to achieve targets, and overseeing personal and professional development of my Telesales Team members.

As a Senior Consultant I am responsible for providing the best possible customer expereince when gas and electricity customers call into the Contact Centre wth an enquiry.