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A senior operations leader and project manager, leading a diverse team of learning managers, trainers and project managers within Centrica. A wide and varied role focusing on culture, people, change management and leadership, requiring strong stakeholder management, resilience and influencing skills.Key Responsibilities:• Direct report leadership responsibilities of a diverse specialist team, focused on the learning and projects of the department, my team would at any one time be responsible for multiple, often conflicting priorities.• Owner of learning and development for Centrica I&C UK Customer Care and Credit Collections, with responsibilities for 200 FTE onshore and offshore, ensuring a high level of training and embedding takes place.• Implementing a coaching culture across I&C – leading the change with all levels of management & staff, holding workshops across the business, and working closely with the senior leadership team.• Quality assurance implementation and improvement lead, developing systems, ensuring ethics and compliance were met and engaging the operation.• HR, Absence and Performance responsibilities, my team successful created the first people MI dashboard, able to provide the leadership team with one view of how our people were performing, tracking absence levels and then setting up monthly ‘surgeries’ with HR and Leadership to discuss problematic cases.

The Role:Responsible for 17,000 high value I&C business customers, with an annual net worth of ½ a billion pounds.The role was initially about relocating the customer base to different contact centres and once that part of the role settled it then became about ensuring performance and quality was improved and maintained.Key Responsibilities:• To transition a high value customer base initially from Oxford to Edinburgh, building my own team to train and project manage the transition.• Later the challenge was to move the customer base offshore to South Africa, personally going to Cape Town, I oversaw the team to ensure no service impacts occurred and all systems and processes were setup correctly. We maintained a 97% pickup level, reducing headcount by 20% and reducing complaints by 40%.• Responsible for leading the day to day relationship of one of Centrica’s key outsource partners, setting contractual targets and working with senior members of the offshore teams to ensure performance is achieved.• Monthly business updates to the senior leadership team, providing insight, statistics and stories from the customers, to support the wider Centrica strategy.

• Recovery management post migration of new SAP billing system.• Coaching, developing and training the leadership team.• Attending high value customer meetings, often with the Customer Service Director.• Responsible for recruitment of over 60 customer facing employees.• Worked with top 100 most valuable I&C customers and internal stakeholders to ensure service levels were achieved.

• Leader of Leaders, responsible for 5 leaders and their reports (c60 FTE).• Transitions successful from an email only channel to an inbound, complaints and email channel.• Coaching, Engagement and HR responsibilities

Responsable for a team of frontline staff, supporting them to ensure we offer high levels of customer service.Ensuring our customers and people get the best by delivering effective performance 121's, absence management, disciplinaries and investigations and recruitment.Keen focus on personal development for myself and my teams to raise engagement, motivation and dedication.Working closely with customers, handling escalations, and attending customer visits.