Collating and analysing customer feedback and identifying opportunities to improve customer experience and drive up customer loyalty.Detailed analysis and reporting of Net Promoter Survey results over multiple campaigns and closing the loop with customers who have provided feedback. Synthesizing customer insight across Business Energy from multiple sources creating a unified view of Voice of Customer.

I have acquired and refined many of the skills I enjoy using most in my current role. I have taken the best opportunity to develop myself in the role of Contract Administrator by managing one of SSE’s top business energy portfolios. I often complete work above and beyond my own role, reducing the risk of delays and errors and identifying potential failures. I have lead the department to overcome annual issues surrounding the busy contract renewal period. This was achieved by ensuring better… Show more I have acquired and refined many of the skills I enjoy using most in my current role. I have taken the best opportunity to develop myself in the role of Contract Administrator by managing one of SSE’s top business energy portfolios. I often complete work above and beyond my own role, reducing the risk of delays and errors and identifying potential failures. I have lead the department to overcome annual issues surrounding the busy contract renewal period. This was achieved by ensuring better communication with other departments, robust planning, forecasting problems and staffing issues.I rigorously check my work and I’m acutely diligent, preventing compensation costs and non-compliance penalties. Examples of this are where I identified 250 supplies that had been priced incorrectly by another department. I work closely alongside the Contract Negotiator and by doing so, have covered some ground that is usually outside of a Contract Administrator’s remit. I am flexible, seeking out opportunities to increase my skills base and knowledge. I voluntarily took on Billing Account Manager’s phone cover due to a shortage of personnel on the team. I was also involved in end of financial year debt collection calls and handling and resolving complex account queries. I learned a great deal by taking on both of these unfamiliar areas of work. I have an aptitude for problem-solving; I have identified and escalated weaknesses in areas of work and resourcing issues ensuring we continue to deliver on commitments to customers. For example, an Industry change meant that a specific process was to be taken on by another department; due to the nature of the work, I foresaw that the department was heavily under-resourced and highlighted the potential impact this would have. I work to be the difference, helping to assure the best possible level of customer service across the department. Show less

- Ability to relate a complex process to those unfamiliar with the Energy industry minimalizing queries and delays in equipment installation.- Producing customer contracts using Microsoft Office documents and mail merge. - Use of industry-specific databases to receive and return electronic flows within defined timescales allowing critical information to pass between agents.- Rigorous maintenance of contracts database using systematic record-keeping ensuring contact is made with… Show more - Ability to relate a complex process to those unfamiliar with the Energy industry minimalizing queries and delays in equipment installation.- Producing customer contracts using Microsoft Office documents and mail merge. - Use of industry-specific databases to receive and return electronic flows within defined timescales allowing critical information to pass between agents.- Rigorous maintenance of contracts database using systematic record-keeping ensuring contact is made with customers at the appropriate time. - Retention of the client and securing further business with them answering any queries to improve the service. Show less

- Proficient in timely billing of Use of Systems charges and on going complex account management. - High value invoices were thoroughly checked, reducing the risk of queries and delayed payment. - A good eye for detail and meticulous monitoring meant that company revenue was protected and strong relationships were maintained with my contacts.- Giving customers clear payment expectations secured receipt of large payments within agreed terms. This meant that vast amounts of revenue… Show more - Proficient in timely billing of Use of Systems charges and on going complex account management. - High value invoices were thoroughly checked, reducing the risk of queries and delayed payment. - A good eye for detail and meticulous monitoring meant that company revenue was protected and strong relationships were maintained with my contacts.- Giving customers clear payment expectations secured receipt of large payments within agreed terms. This meant that vast amounts of revenue were not outstanding and did not become debt.- Using my initiative was key; I regularly made decisions that worked for the customer but were mindful of the business. Show less

- Writing user-friendly procedures for use alongside a newly implemented customer database. - My documents were published within the company document library for all staff to use.- My written procedures were accessible to staff at all levels and passed compliance to regulatory standards.- The roll-out of the new system contributed and made possible SSE’s acquisition of its licence to trade in the emerging open-market. - I developed a solid perception of the business, its… Show more - Writing user-friendly procedures for use alongside a newly implemented customer database. - My documents were published within the company document library for all staff to use.- My written procedures were accessible to staff at all levels and passed compliance to regulatory standards.- The roll-out of the new system contributed and made possible SSE’s acquisition of its licence to trade in the emerging open-market. - I developed a solid perception of the business, its operations and the energy sector as a whole; this would be vital in later customer-facing roles. Show less

- Encompassing a whole range of skills in all primary subject areas. - Designed and implemented learning experiences that acknowledge, and cater for, individual learning differences, that are inclusive and that recognise and celebrate difference.- Actively supported students in developing personal identity, self-esteem and a positive self-image.- Planning for and supporting students with special learning needs.- Effective classroom management for an optimal learning… Show more - Encompassing a whole range of skills in all primary subject areas. - Designed and implemented learning experiences that acknowledge, and cater for, individual learning differences, that are inclusive and that recognise and celebrate difference.- Actively supported students in developing personal identity, self-esteem and a positive self-image.- Planning for and supporting students with special learning needs.- Effective classroom management for an optimal learning experience.- Utilising assessment for learning.- Meeting with parents or guardians as well as external child-related agencies.- Contribute to curriculum development and modification with teaching colleagues.- Creating and using a variety of teaching resources in line with Government recommendations. Show less