Julie Webb Email & Phone Number

Cannock, Gb

Cannock, Staffordshire, United Kingdom

Walsall, United Kingdom

Responsible for world class customer service delivery to 1.6 million customers across 2 regions. Using customer insight and root cause analysis to identify points of service failures and making necessary improvements to increase customer satisfaction. Influencing and providing support to key stakeholders, supporting them to effectively manage the delivery of quality end-to-end customer journeys.• Monitored performance in the industry measure for customer satisfaction (Service Incentive Mechanism), managed policies and capabilities. Owned day-to-day performance management to ensure delivery of the optimum quality and level of service• Within the highly regulated business, through managing and leading my team; coaching, encouraging and developing individuals, targets were consistently delivered and exceeded• Lead the development, delivery and implementation of key polices to improve the household retail service• Effective management of written customer feedback and complaints• Worked in partnership with external and internal customers and outsource service providers to drive up standards and provided customer service excellence• Ensured the customer service strategy was implemented effectively and outcomes reviewed and monitored across all functions of the business; Billing and Operational, managing front office and back office contracts• Managed teams across back office business functionalities including, Customer Relations, Metering Services, Developer Services, Planning and Streetworks• Managed relationships, carried out reviews with stakeholder, team & contract management, regulators, customers, partners • Ensured household retail improved service delivery and technological capability• Ensured the 5-year business planning process delivers critical capability that support the household retail strategy

Walsall, United Kingdom

Developed, implemented and managed the Customer Voice function which was created in response to the introduction of the industry measure for Customer Satisfaction; the Service Insentive Mechanism (SIM)• Service delivery; promote excellent customer service across the range of billing and operational services• Implemented and managed change to improve the South Staffs Water's service provision• Promoted best practice in customer service• Monitored internal and external customer complaints providing resolution of issues effectively and in a timely manner• Conducted analysis of shortfalls in service to identify trends and capture training needs• Monitored performance and reviewed service standards against targets• Provided leadership, guidance and support to stakeholders

Walsall, United Kingdom

Walsall, United Kingdom

Dual role continuing as Asset Management Analyst whilst developing the Customer Voice function within the company

Walsall, United Kingdom

Adopting principles of world class asset management; strategies, policies, risk management to support the justfication for investment in the regulatory business planning process.• Justified £35 million of investment for general assets such as customer service technology, fleet, facilities, IT equipment, telemetry and automation assets, security and emgergency assets, conservation and recreation assets using a risk-based approach and cost benefit analysis.• Developed and introduced the Business Impact Scoring System that standardised costs allowing risks to be valued consistently so that they could be compared and ranked. • Conducted the initial activity to introduce PAS 55, pre-ISO 55000 the theory of asset management standard for the management of physical assets, providing the definition of good practice in the whole life management of assets.

Walsall, United Kingdom

Subject matter expert in team implementing an in-house IT solution Works Management System to collect data to help support the 5-yearly business planning process. This included development of MI dashboards collecting asset management and work management information.

Walsall, United Kingdom

Responsible for the operational administrative functions; planning, streetworks, admin, leak on premises, that supported the team carrying out maintenance of the underground assets / pipe network. This post was key in developing the centralisation of the admin functions bringing 3 depots in to 1 location and multi-skilling and rationalising activity.• Sole subject matter expert in team implementing a new operational works management system to collect data to support the 5-yearly business planning process

Tipton, West Midlands

Tipton, West Midlands

Tipton, West Midlands

Wolverhampton, United Kingdom

Business Administration And Management, General, B/Tec Hnd

Business And Finance, B/Tec National