Jon Tibbo Email & Phone Number

Greater Bristol Area, United Kingdom

Working with three separate global outsourcers, with a total of 300+ FTE who were responsible for delivering complaint handling for OVO against specific KPIs. Through close working relationships with key stakeholders across our internal operation and our outsourced partners (OSPs), key responsbilities include:Performance management of all OSPs against.

Bristol, England, United Kingdom

Holding the FTE and non FTE budget for the specialist complaints operation. Key areas of responsibility include:Ownership of relationships and operations of our external third party agencies (Citizens Advice and their subsidiaries). With accountability for telephony and clerical complaints performance for third party stakeholders.Ownership of the Energy.

Bristol, England, United Kingdom

Management of the executive complaints teams and processes. These teams handled complaints received via OVO’s senior executives. Working with senior stakeholders to improve customer experiences following complaints and improve upstream processes resulting in volume reductions.Management of the Ombudsman complaints teams, processes and operational budget..

Bristol, United Kingdom

Accountable for OVO Energy's late stage debt collection operation.Key responsibilities included; Managing the performance, relationship and budget of a panel of 11 external debt collection agencies to: * Collect final debt* Undertake site visits, obtain warrants of entry and install prepayment meters as debt preventative measures*Collect debts from estates.

Nailsea, Bristol

Expansion of role. Continued operational responsibilities of previous role and, in addition;I took over management of our Social Policy department of circa 25 FTE. The teams administered clients affordability schemes and social tariffs, identifying customer vulnerabilities and liaising with debt charities to seek affordable and sustainable arrangements. We.

Nailsea, Bristol

Working within the Credit department and reporting to the Head of Credit Management, responsible for an internal and external workforce in excess of 20 employees.Focused on increasing collections and maintaining great customer service in the field, I managed debt collection processes and customer services for our client's (Bristol Water and Wessex Water).

Nailsea, Bristol

Responsible for leading a team of Customer Services Advisors in a target orientated and customer focused inbound Call Centre and deputising for the Call Centre Manager when necessary.Responsibilities included; developing and motivating a team, identifying staff training needs, carrying out performance reviews, appraisals and coaching sessions and ensuring.