Kate Gough Email & Phone Number

London

Current roles responsibilities include working with the Directors and practice manager to ensure coordination of business requirements.The ability to coordinate across multiple levels of stakeholders. The project management of integral business processes and their on going development.

Responsible for managing multiple channels both internally and externally. The channels created awareness of the portfolio of solution offerings available to the B2b customer segment. This awareness was driven through meaningful consultative conversations and listening to our customer needs and aligning our offerings to their personal energy strategy. My key role was to lead the evolution of the teams and engage with stakeholders both internal and external. I on boarded my teams, facilitated and led training, set up my team environment ensuring my team had all the tools they need to do their job, encouraged best practice share and driven engagement through empowering and acting on feedback.

As a Customer Service Team Manager I was responsible for a team of Customer Service Account Managers who were responsible for the end to end portfolio management for our B2b customers and third party consultants. I was required to drive my teams performance through a number of performance management avenues. These varied from side by side coaching, leading daily dialogues, facilitating problem solving sessions and reviewing processes to minimise waste within the teams core role. A key part of my role was to drive change and to keep my team fully engaged, motivated. I actively championed putting our customer at the heart of every decision we made whilst balancing the industry and business needs and managed risk accordingly. A key achievement in this role was successfully embedded structural change within my team and wider department. This included planning, recruitment, leading change management, delivering new starter training workshops and engaging an already established team to mentor, feedback and take ownership of elements of change.

Coventry, United Kingdom

As a Flexible Products Team Manager I was responsible for a team of pricing analysts, as part of this I manage their intraday trade validation activities. As this was a fast paced environment I was required to adapt my approach frequently by creating new standard ways of working in line with the ever changing market demand. As a result of this changing framework I coached my team to adapt best practice within a heavily regulated environment . Due to the dynamic nature of these changes I ensured internal and external stakeholders were kept up to date so we remained within our regulatory requirements, as part of this I maintained a risk register and made key decisions based on this. A key achievement in this role was successfully leading the transition from one way of working to another that impacted internal stakeholders and external customers. This included designing new processes, leading change management, delivering training workshops and working alongside marketing to communicate this change to our customer base.

Coventry

Successfully managed a portfolio of flex contracts by account management. Responsibilities varying from sales negotiation support, facilitating the option for trading on the live market, validation of costing and invoicing. Other key responsibilities included aligning and liaising with internal stakeholders to deliver external customer needs and timelines. Managing customers delivery expectations and offering up solutions by problem solving. As a senior member of this team of this team I led the testing scripts for a new internal pricing software system, which required me to feedback system errors and failure to get them resolved ready for internal roll out across the wider business.