Liam Coyle Email & Phone Number

Birmingham, Gb

West Midlands, England, United Kingdom

• Develop and implement compliance policies and procedures for field sales operations.• Conduct regular audits and inspections to ensure adherence to compliance standards.• Provide guidance and training to field sales teams on compliance policies, regulations, and best practices.• Investigate reported compliance violations or concerns and implement corrective actions.• Collaborate with cross-functional teams to address compliance-related issues and initiatives.• Stay updated on relevant laws, OFGEM regulations, and industry standards impacting field sales operations.• Analyse data to identify trends and areas for improvement in compliance processes.• Participate in internal and external audits and assessments as needed.• Create and implement compliance policies and procedures for field sales operations.• Align policies with Utilita Energy's standards and industry regulations.• Provide comprehensive training on compliance policies, regulations, and best practices.• Ensure field sales teams understand and adhere to compliance requirements.• Conduct regular audits and inspections to assess compliance with established policies.• Identify areas of concern or improvement in field sales activities.• Investigate reported compliance violations, determine root causes, and implement corrective actions.• Maintain records of compliance activities, audit findings, and investigations.• Present reports on compliance performance and areas for improvement to senior management.• Stay updated on laws, regulations, and industry standards affecting field sales operations.• Ensure compliance with applicable requirements.• Identify and assess compliance risks associated with field sales activities.• Implement measures to mitigate risks effectively.• Ensure ethical and transparent interaction with customers.• Provide accurate information about Utilita Energy's products and services.

• Answered inbound calls, emails, and web chats from customers, addressing inquiries and complaints.• Provided information on products and services and resolved customer issues.• Conducted outbound sales calls to promote products or services to new or existing customers.• Updated customer records on computer databases and processed orders and payments.• Completed call logs and reports as required.

• Conducted in-home visits to promote energy efficiency products and services to potential customers.• Presented information and quotes effectively, assisting customers in making informed decisions to switch energy providers.• Managed sales territories independently, meeting and exceeding sales targets.

• Represented the RAC in various locations within the West Midlands, effectively promoting membership benefits and achieving sales objectives.• Provided leadership during periods of management absence, managing sales regions and ensuring continuity of operations.• Maintained compliance with regulatory bodies such as the FSA, Data Protection Act, and Financial Crime regulations.• Established and negotiated sales opportunities, maintaining the brand image of RAC Motoring services.

• Manage and supervise a team of 8 staff members.• Encourage individuals with mental health issues to engage in work-related activities within a vocational rehabilitation program.• Support individuals in finding suitable opportunities within a supported environment.• Promote Workability as a valuable resource within the local community through marketing and public relations efforts.• Coordinate and direct workshops, staff, and service user teams.• Provide effective line management to all Workability staff, including objective setting, performance management, and regular reviews.• Facilitate staff training and development initiatives as needed.• Implement effective systems and write policies/procedures for local implementation to ensure efficient departmental operations.

• Established and managed a customer service department, overseeing all aspects of customer relations including billing, support, and retention.• Conducted training sessions for staff members and ensured compliance with company policies and procedures.• Resolved customer concerns and complaints promptly, utilising both written and verbal communication channels.Gas Billing Manager | Independent Energy UK | June 1998 – August 2000• Implemented and managed the Climate Change Levy for commercial and domestic gas consumers.• Oversaw the accurate production of gas invoices, ensuring compliance with regulatory requirements and achieving 100% accuracy.• Provided training and supervision to staff members, maintaining high standards of customer service and satisfaction.

Statutory & Mandatory Training

Ilm Level 3