Managing a number of reward plans across British Gas for 4000 people within an FCA regulated environment to strict budgetary constraints.Providing in depth data and analysis for operational improvements to maximise return on investment.Adhering to financial and commercial obligations ensuring that it aligns and drives a customer obsession agenda with the organisation.A people manager supporting a small team of analysts to provide end to end governance with robust modelling and… Show more Managing a number of reward plans across British Gas for 4000 people within an FCA regulated environment to strict budgetary constraints.Providing in depth data and analysis for operational improvements to maximise return on investment.Adhering to financial and commercial obligations ensuring that it aligns and drives a customer obsession agenda with the organisation.A people manager supporting a small team of analysts to provide end to end governance with robust modelling and forward thinking forecasting.Working collaboratively across multiple functions and locations around the UK and beyond to create the environment where people feel empowered and confident to make practical and logical reward recommendations to create the right engaged culture within the workforce. Show less

Responsibility for maximising the value generated across customer services through use of reward and incentives; facilitating design, delivery, tracking and evaluation of incentives.Delivering growth targets whilst working within incentive budgets.Interface with commercial functions to influence value levers, ensuring they reflect strategic prioritiesInterface with Customer Service Excellence to ensure value driving mechanisms are aligned to our strategy and likewise with HR in… Show more Responsibility for maximising the value generated across customer services through use of reward and incentives; facilitating design, delivery, tracking and evaluation of incentives.Delivering growth targets whilst working within incentive budgets.Interface with commercial functions to influence value levers, ensuring they reflect strategic prioritiesInterface with Customer Service Excellence to ensure value driving mechanisms are aligned to our strategy and likewise with HR in regards to our people strategy.Define and deploy incentive and reward changes to maximise value creation, managing associated risksWork closely with our reward partners; including collaborating with the Central Reward Team and managing the relationship on behalf of Customer Services with GrassrootsSupporting Team Managers/Leaders with agent queries/escalations in relation to value based reward. Collaborate with colleagues to share and deliver the overall value strategy Show less

Supported in the development, delivery and ongoing management of the homeowners product portfolio, focused on customers needs which differentiated British Gas from other competitors, whilst aligning with the business strategy and delivering true commercial value.Set up and delivered Customer Feedback sessions with members of the public to gain insight into motivations and needs to develop future propositions

Responsible for managing 3 sites in all areas of sales performance in Southampton, Cardiff and South Africa, approx 1500 FTEResponsible for National sales incentives across 6 sites in British Gas Residential generating additional value activity in excess of £1,000,000 per year with a budget in excess of £350,000.All aspects of sales quality and compliance are looked at and recommendations given to the site leadership team for improvement and the reduction of sales complaints. Driving… Show more Responsible for managing 3 sites in all areas of sales performance in Southampton, Cardiff and South Africa, approx 1500 FTEResponsible for National sales incentives across 6 sites in British Gas Residential generating additional value activity in excess of £1,000,000 per year with a budget in excess of £350,000.All aspects of sales quality and compliance are looked at and recommendations given to the site leadership team for improvement and the reduction of sales complaints. Driving additional value through a variety of different projects to ensure fairness and consistency across all sites and to embed the sales through service culture which leads to a reduction in overall cost per sale. A vast knowledge of the sales processes in the utility industry coupled with great understanding of retention strategies mean that I'm a key player within the commercial team. Show less

Responsible for the Southampton site sales operation including sales compliance, sales quality, increasing volume/conversion and increasing value. Responsible for a team of 12 high performing advocates, including specialised sales coaches who trained the operational managers to improve sales performance within their team. A qualified coach myself, developing my team to be managers of the future.Key achievementsSouthampton werethe best performing site consistently for all aspects of… Show more Responsible for the Southampton site sales operation including sales compliance, sales quality, increasing volume/conversion and increasing value. Responsible for a team of 12 high performing advocates, including specialised sales coaches who trained the operational managers to improve sales performance within their team. A qualified coach myself, developing my team to be managers of the future.Key achievementsSouthampton werethe best performing site consistently for all aspects of sales performance for over 3 years in a row, with many practices developed by myself shared and implemented within other sites.Nominated for support manager of the year in 2010. Show less

Responsible for the day to day management of up to 15 advisors to motivate and develop their skills to the best of their ability and deliver outstanding customer service, including intra day management of behaviours to ensure a top performing team

A variety of different roles including debt collection, training, resourcing, MI collation, Credit purchasing, answering phone calls and team leader.