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 that new members of staff were also knowledgeable, comfortable and understanding of their role with regard to this big… Show more 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 that new members of staff were also knowledgeable, comfortable and understanding of their role with regard to this big change.Successes in this role include:-* Design & delivery of approved training material to circa 200 members of staff* Liaison with external departments and Stakeholders to ensure a consistent, company-wide approach to training & transition* Recognised Point of Contact across the business for Operational C-MeX Show less

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 previous regulatory measure (SIM), ownership of customer satisfaction for ‘High Consumption contacts during the “SIM Week” event & building governance documentation for the new regulatory measure.Successes in this role include:-• 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 management information for the industries previous regulatory measure (SIM), ownership of customer satisfaction for ‘High Consumption contacts during the “SIM Week” event & building governance documentation for the new regulatory measure.Successes in this role include:-• 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 of ‘Self-Assessment Contact Standards’ across four Home Move teams, design of an Operating Procedure for a key business system &… Show more 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 of ‘Self-Assessment Contact Standards’ across four Home Move teams, design of an Operating Procedure for a key business system & election to run an Employee Engagement Project Management role. Show less

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 controls. This enabled a reduction in QA errors made to a key regulatory measure; 26.51% in April 2017 and 10.53% in July 2017

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 Information gathering, Stakeholder & Subject Matter Expert (SME) management, Project Staff inductions & delivery of key project materials & resources.Successes in this role include:-• 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 portfolio.Functions included Workshop/meeting creation, Facilitation and presentation, Management Information gathering, Stakeholder & Subject Matter Expert (SME) management, Project Staff inductions & delivery of key project materials & resources.Successes in this role include:-• 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 following products as they were developed and implemented:1. New SAP Customer Relationship Management (CRM) system2. New SAP Industry… Show more 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 following products as they were developed and implemented:1. New SAP Customer Relationship Management (CRM) system2. New SAP Industry Specific Solution for Utilities Industry (IS-U) billing system3. New financial billing tariff ahead of the introduction of commercial competition into the industry.4. New release of the company's first online billing portal.5. Integration testing for customer survey/feedback tool 'Rant & Rave'Successful completion, sign off and timely release of all of the above, I was also internally recruited, following completion of this role, to undertake UAT for several Key data transfer programmes in preparation for commercial competition. Show less

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 900 users.I also scheduled and designed over 50 SAP technical work instructions, for billing and metering processes, for… Show more 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 900 users.I also scheduled and designed over 50 SAP technical work instructions, for billing and metering processes, for users of the knowledge repository. Show less

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.