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 specfic KPIs.Simplifing proceses across all OSPs to ensure a lean operation.Improving capability across all OSPs through training and upskill, following gap analysis and alignment of quality frameworks.Ensuring supplier contracts are up to date, accurate and working with commercial and legal teams to update SLAs and KPIsImproving OSP people engagement, which is tracked and benchmarked using staff satisfation surveys.

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 Ombudsman relationship and operation. Accountable for the Ombudsman financial budget and operational performance against internal and external metrics.Bringing together two different operations, under two different brands, responsible for handling high level, complex and executive complaints.

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. These teams handled customer complaints received via the Energy Ombudsman. Maintaining strong operational relationships and working collaboratively with senior partners at the Energy Ombudsman.Leading a team of Complaint Leads. This team owned and handled high level, high risk and complex complaints, such as those with sensitive media risk, legal issues, parliamentary involvement or those with significant customer or reputation impact.

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 of recently deceased customers* Support vulnerable customers Oversight of our smart switch process, ensuring appropriate smart metered customers are switched from pay monthly to pay as you go billing.Maintaining a proactive legal function meaning OVO can litigate against customers due to non-payment, ensuring correct selection process is followed and external legal partners are acting compliantlyI was also responsible for OVO Energy's approach to the treatment and support of vulnerable customers. Ensuring policies and processes are in place and training and resources are available for staff.

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 got customers back on track and with some schemes, saw 75% of customers maintain arrangements.I worked closely with clients and debt charities to identify new and innovative ways we can help their customers.

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) customers.Ensuring my staff were developed and skilled to a high standard and able to cope with difficult situations, identifying all financial issues with customers, including affordability and vulnerability.I held responsibility for maximising income through the early identification of unregistered customers who are using services at properties and managed the all the companies field visit processes.

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 disciplinary action is taken for breaches in performance.Also responsible for; resolving escalated customer complaints, managing the resources of the Call Centre to ensure internal and external targets are met, interviewing and selecting new starters and liaising with other areas of the business to identify and resolve any problems.Communication through team meetings and email was imperative in explaining business changes and their implications. I also carried out detailed analysis of call volumes and arranged staffing levels to ensure regulatory and parent company targets were met in addition to heading up an outbound collections team.