Katie Gray Email and Phone Number

CSTM for the Life protection underwriting team

• Plan, create and deliver a schedule of events for the firm• Assisting with mailing lists using CRM• Analyse and report on ROI for events and making recommendations• Drafting and mailing invitations• Supporting the M& BD Team in the preparation and running of strategic campaigns• Liaising with the Communications team for PR opportunities

In my role I generally am running with several projects at the same time. These can vary from business benchmarking & ISO certification through to employee engagement and Learning & Development opportunities. I am the EDF energy Relationship Manager with the Institute of Customer Service where I manage all aspects of our membership which include qualifications, networking and delving into the latest research findings to forecast service trends. Some career highlights include:Achieving the ICS ServiceMark accreditation for I&C Customer Services, EDF energyWinner of the B2B Inspire awards for InnovationCreation of the re-brand of Business Plan engagement Renewal of the ISO 9001 certificationPersonal requests as a consultant for national organisations to help them achieve similar goals

Responsible for a team of 15 FTE and the registration of B2B I&C Customer portfolios. The biggest achievement was registering the largest scale portfolio smoothly and accurately in line within required timeframe. Accountable for performance management, quality assessments and work force management.

Ensuring that we met our energy supplier obligations to produce CRC reporting for B2B customers.Highlight - all reports were compliant and delivered within timeframe

Customer focused to offer a fair, honest and valued service always seeking to exceed expectations to make the customers life easier. Responsibilities: Portfolio ManagementCustomer RelationsMain point of contact for query resolutionTimely and accurate billingEnsuring SLA's are metReporting on performanceKeeping the customer informedLiaising with third party for on site investigations

Front of house, meeting and greeting customers. Travel arrangements for all staff, diary management and office management and key holder to open/close premises.

Administration support for the underwriters of life/critical illness insurance policy applications.

Out of hours agent for the services south west phone line.