Mark Thomas Email & Phone Number

Falmer, England, United Kingdom

Responsibilities included tracking, allocation & vendor support for training budget spend across several directorates; consultation for design &delivery of bespoke training packages using the company’s Learning Management System (LMS) & implementation support for new HRsupport system (Workday Learning)

Durrington

Responsible for enabling the effective transition of a new industry-wide regulatory measure on behalf of the Operations department. As the role was autonomous, I decided to build a full program of training material, sessions & enabling processes for Key Stakeholders across the business.I also engaged with the company's Talent and Development team to ensure.

Durrington

• Responsible for production and roll out of training sessions & workshops for new Water Industry regulatory measure (C-MeX).Additional responsibilities included collating management information for the industries.
• Positive feedback from all delegates… Show more Responsible for production and roll out of training sessions & workshops for new Water Industry regulatory measure (C-MeX).Additional responsibilities included collating.
• Positive feedback from all delegates regarding design and delivery of C-MeX Introductory workshops
• Recognition from Operational Area Manager for “Excellent Facilitation and Delivery of the 5* Training Show less

Dutrrington

Core responsibilities include updating, answering and resolving customer contacts relating to moving home and closure of accounts. Other responsibilities include facilitation of team meetings to identify opportunities for process improvement and analysis/management of overall team performance.Successes in this role include design, sign off and distribution.

Worthing

Responsible for carrying out audits for the development of the Customer Service directorate's Risk and Control library and providing quality assurance for customer / regulatory processes.Successes in this role included the creation of a robust audit process and a series of risk and control registers covering three teams and over 100 risks and associated.

Worthing

• Responsible for providing project & change services to aid in the delivery of the company's £96 million change portfolio.Functions included Workshop/meeting creation, Facilitation and presentation, Management.
• Functional alignment of several metering teams following major transformational change… Show more Responsible for providing project & change services to aid in the delivery of the company's £96 million change.
• Functional alignment of several metering teams following major transformational change over two months
• Reduction of metering job backlog by 33% (965 jobs) & 'promised' action backlog by 15% (495)
• Increased productivity of metering service provider, for optant and Z jobs, by 31%
• Positive feedback from Programme manager for delivery and presentation of 13 'SIM Event' process models Show less

Worthing

Utilising experience of the business processes, completed high quality testing of the new IT services as part of a multi-million upgrade programme to the company's billing system and customer service management tools. This required test execution planning, script writing, testing management, floor support and technical services for delivery of the.

Worthing

Core responsibilities included producing updates to the Customer Services governance framework through audit, meetings and workshops. This lead to the company attaining ISO9001 accreditation for four years running.I was responsible for implementation & maintenance of a HTML based, key knowledge repository containing over 600 policy / process FAQs and over.

Worthing

Responsible for providing multi-channelled billing and metering services to customers as well as providing training / coaching when required.

Worthing

Falmer

Responsible for providing supervisory support and building Training Needs Analysis for a temporary contact Centre.

Worthing

Responsible for providing multi-channelled billing and metering services to customers.Success here lead to a seconded supervisory role where I was responsible for training and development of several other telephony employees.

Worthing

• Responsibilities included:-
• Staff training & ongoing identification of development needs,
• Resource planning and deployment of staff to other sites when required,
• Day-to-day activities including opening, maintenance and closure of premises,
• Customer and Financial (banking and reconciliation) Services.

Worthing

• Responsibilities included:-
• Staff training & ongoing identification of development needs,
• Resource planning and deployment of staff to other sites when required,
• Day-to-day activities including opening, maintenance and closure of premises,
• Customer and Financial (banking and reconciliation) Services.Success in this role lead to my nomination / appointment as Acting Manager as a direct result of team engagement and maintenance of a large customer base.

National Certificate / Diploma, Information Technology, Certificate Awarded

Nvq Level 2, Customer Service, Pass

Activities and Societies: Computer Literacy and Information Technology European Computer Driving License

Advanced Level Apprenticeship In The Business Skills Sector, Customer Services, Completed

This course includes the following qualifications:- • Level 2 Key Skills in Application of Number Achieved • Level 2 Key Skills in.