Keely King Email and Phone Number

Operational performance improvement on the London network where key deliverables required improvement: commercial, safety, customer experience, failure costs, operational outputs. Reviewing and driving performance from monthly scorecards for site managers, project managers and sub contract partners; applying BRAG status against key deliverables.Focused on accelerating improvements and creating a truly customer centric working environment in an operational business, reviewing complaint and enquiry management, communication touch points and customer satisfaction scores.Reviewing the planning process to deliver better efficiencies and customer experience by bringing together all parties required and rescheduling stages of the process.Introducing new jeopardy reporting and tableau MI dashboards reducing failure costs for over running on agreed timescales with the local authorities. Focusing the operational team to fully complete projects to release cash into the business and reduce our cash WIP.Mandating a behavioural safety training programme to focus a reduction on the number of safety incidents across the operational footprint.Bringing new talent into the business via a trainee site managers scheme, building more diverse teams and reducing the risks presented by the ageing demographic in the industry.

tRIIO are delivering an 8 year gas distribution contract worth £1.6bn in partnership with National Grid in London and East of England.Part of the SMT responsible for the delivery of great service for our customers across two of the largest gas distribution networks in the UK, London and East of England.Accountable for a potential penalty of -£9m per year and a potential incentive of +£3.3m per year based on penalties and incentives around our customer performance which are set by our regulator Ofgem.

tRIIO are delivering an 8 year gas distribution contract worth £1.6bn in partnership with National Grid in London and East of England. East of England alone is valued at £100m and covers 600km of mains replacement, new connections and diversions each year.Part of the East of England management team, responsible for the delivery of customer service across the largest gas distribution network in the UK - East of England. Managing a team of Customer Liaison Officers and Complaint Handlers to influence an engineering work force of over 2000 to deliver exceptional service to our customers on behalf of our client, National Grid.Accountable for a potential penalty of -£5.5m per year and a possible incentive of +£3.3m per year based on penalties and incentives around our customer performance which are set by our regulator Ofgem.

A member of the management team and responsible for a team of customer liaison officers to lead and influence a network of engineers to deliver exceptional service to our customers of behalf of our client, National Grid. Covering three products, mains replacement, new gas connections and emergency response and repair. Measurable targets include customer satisfaction scores from surveys sent to customers from the regulator Ofgem.

Working for a Customer Manager for gas distribution in East Anglia on behalf of our client, National Grid. Supporting and influencing the customer service delivered by engineering teams during gas mains replacement, new customer connections and gas emergency response activities.Working with local authorities and local stakeholders to ease the disruption of mains replacement, sometimes in high profile areas/city centers where diversion route or temporary traffic signals were needed. Working on the ground with engineers on site communicating with residents and commercial properties regarding the work. Activities include arranging press releases, radio/newspaper interviews, hosting public meetings, auditing engineering teams, presenting regular internal communication on current customer performance at team briefings, resolving complaints.Responding to emergencies when several hundred residents may be without gas supplies during winter months and managing customer service on the ground.