Kai Preston Email & Phone Number

Chippenham, England, United Kingdom

Bedford, England, United Kingdom

• Delivered several large change programmes of work with key focus on supporting people through change and embedding and delivering benefits.
• Responsible for communicating any changes to the business to ensure that the change is embedded, supporting and running problem solving workshops and pulling together business readiness plans to drive a change in.
• Being part of a central change collaboration network across all E.ON’s residential sites, driving continuous improvements by identifying and mitigating risks by taking appropriate action.
• Managing internal and external relationships with operational teams globally to deliver results.

Bedford, England, United Kingdom

• Took an opportunity as a Squad Lead within Residential Operations for 11 months (secondment), leading a section of 70 customer service advisors and 8 team managers.
• Lead the contribution of the whole section to meet our business targets against our mission, through regular sprint planning to ensure the correct controls and measures were in place.
• Steering the squad by prioritising actions and providing clarity on what daily contributions are through weekly meetings and daily catch-up sessions with my managers.
• Attending weekly meetings with key stakeholders and other leads to visualise the squads progress against our mission.
• Where learnings were stored, ensured knowledge was shared across the squad by arranging regular upskilling training opportunities in a highly collaborative environment, leading everyone to actively contribute towards.
• Identified and utilised the support required from both within and outside our squad to deliver against our mission.

Bedford, England, United Kingdom

• The switching programme is an Ofgem mandated initiative enabling customers to reliably switch supplier the next day. Lead a team of 10 highly skilled advisors and facilitating cross- collaboration between Onshore and.
• Maintained a business partner relationship with a range of areas and provided support with ad-hoc recommendations in data cleansing activity to get the business ready for when the new platform was implemented.
• Subject matter expert on the Quality Framework (SOP)and other tools within the team.
• Worked collaboratively with other key support functions like Learning and Development and the Policies and Governance Team and would design present, implement, and deliver training and workshops to the wider business.
• Treating customers fairly was a key focus in my role and I followed regulatory and industry compliance to adhere to policies, guidelines, and requirements.
• Stakeholder management was key to achieving results and I influenced at all levels whilst driving tangible improvements in the quality of data integrity to allow our customers to switch supply efficiently.

Bedford, England, United Kingdom

• Lead team of 18 customer service advisors and motivated them to meet key performance metrics by setting clear objectives and actions which supported them to achieve both business and individual targets.
• Set a strong coaching culture within the team, utilising coaching techniques to drive improvements to achieve 80% on quality, not only through the team, but also through the section, to identify knowledge gaps and.
• Led monthly performance reviews and tailored employee feedback to facilitate professional development.
• Held weekly 1-2-1’s to discuss overall well-being.
• Attended various managerial training workshops and modules on all HR policies and successfully navigated Operational Excellence to enhance business performance.
• Resolved employee relations issues and navigated capability and disciplinary proceedings

Bedford, England, United Kingdom

• Owning the customer experience end to end and consistently delivering exceptional customer service, taking full responsibility for my customer’s journey.
• Looking after all our customer over the phone and via email, dealing with everything from billing to meter exchanges – making customers happy in every interaction.
• Researched and resolved customer complaints through negotiating solutions to ensure all parties are satisfied with the resolution and all the while making sure the requirements of external regulators and internal.
• Oversaw training and mentoring of new team members, promoting productivity and quality.

Port Elizabeth, Eastern Cape, South Africa

• Dealt with local and international clients booking flights, accommodation, and car rentals.
• Supported the marketing department on co-ordinating flights and accommodation for 100 media consultants when launching new vehicles.
• Communication and interaction with all levels from secretaries to Directors, as well as international clients travelling from other VW sites.
• Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
• Conducted thorough market research to maintain advanced knowledge on top destinations and travel trends.
• Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.

Team Leader/ Supervisor Level 3, Distinction

Higher National Diploma, Tourism And Travel Services Management, Merit Award

Higher National Diploma, Business Administration, Management And Operations

Senior Certificate - Passed With Matriculation Exemption

Activities and Societies: Tennis, Squash, Swimming, German school

Education record