Matthew White Email & Phone Number

Hollywood, Gb

Nottingham, England, United Kingdom

Coventry, England, United Kingdom

Responsible for optimising customer experience across digital channels, including the creation & enhancement of customer journey communications & chatbot flow design.Identify new opportunities & improve existing ways of working to drive customers to self serveImprove C-SAT, NPS & CitAd ratings through improving customer experience via digital channels & agent interaction - Improved Shell Energy Citad rating from 6th to 1st Q1 2024Identify trends in customer contact using contact data, DMAIC, VOC. Create solutions to address customer issues caused by process, system, communications & digital.Identify areas of customer service improvement using speech analytics software Support technical teams during build phase of new customer features across IVR, chatbot & mobile appCreate business process & customer journey flow designsCreate business requirement documents & benefit casesCreate test plans & perform system or UAT testingProduct owner of Reads IVR, responsible for overall customer experience, continuous improvement initiatives & error handlingImproved successful submission of contacts from 6k contacts per month to 10k per month with annual cost avoidance of £600kOps readiness lead for operations teams moving to new technology & industry impacting eventsNew billing platformPrice capNational meter read day - Utilising DMAIC methodology, removed 60k contacts in September 2023 compared to March 2023 with cost avoidance of £500k through multiple efficiencies & initiativesImprovement technical initiatives & communications strategy improved protection to system integrity & brand. Reducing call wait times from 9hrs in March 2023 to 3mins in September 2023Knowledge sharing & training support SMELead on drive to digital strategy to transition customers to online channelsRedesigned the customer onboarding communications to increase early adoption of digital self service functions by 50%3rd party relationship lead with customer experience specialist vendors

Warwick, England, United Kingdom

Leading a team of 6, identified and addressed any potential commercial risks associated with gas settlement. Managed risks through the risk register and ensured a plan was in place to mitigate those issues.Oversaw the delivery of operational business changes impacted by the Nexus gas industry change. This included stringent validation of all gas reads entering the business to prevent erroneous reads being submitted for Settlement.Lead on system changes to automate manual processes and align the core billing platform data to the data held in industry.

Warwick, England, United Kingdom

Led a team of 30 team members, including three managers, spanning two functional areas. Championing efforts to always provide accurate and prompt resolution of account-related issues, improving Customer Satisfaction whilst mitigating the risk of escalations to the Energy Ombudsman.The Billing Disputes Team focused on hand holding customer issues through comprehensive end to end investigation of the account, applying fixes and maintaining a high level of customer engagement. The team's core value was centred on prioritising customer needs in all aspects of their work.Notably, achieved a significant milestone by reducing outstanding bill disputes to less than 0.1% of the customer base and successfully reduced billing dispute debt by approximately £1.4 million. The Reads Assurance Team focused on billing read data to ensure accounts were accurate and prepared for billing. This encompassed addressing issues related to account opening, closure, and mid-life cycle read data with potential customer or industry impacts.

Leamington Spa

Leading a team of three, managing gas industry flows in and out of the business. Looking after thousands of flows from registrations, reads, meter exchanges, meter inspections, rejections and objections.

Oldbury

Business lead for (GMS) gas billing and portfolio management system enhancements and new functionality. System handled billing and portfolio data for SME and I&C gas customers. Role involved requirements gathering, functional specification reviews, elements of system testing and large scale UAT as a result of cost to serve improvements and industry change.

Oldbury

Team leader for the SME and I&C gas billing team managing 16 billing analysts. Portfolio size of over 50k accounts with average monthly billing value of £27m