Nick Eady Email & Phone Number

Essex, England, United Kingdom

Basildon

Responsible for provision of data and information together with analysis and recommendations to ensure the effective operation of the customer service centre.Developed a range of reports to monitor performance on individual, team and department level. Identified areas of concern and produced recommendations for service improvement. Used forecasting and workforce management tools to identify appropriate stating levels and shift patterns. Identified causes of customer demand and made recommendations to reduce avoidable contact. Implemented a range of quality checking procedures to ensure a high standard of service.

Basildon

Manager of a team of 22 customer advisers, technical officers and administration officers, responsible for the day to day running of the Housing Repairs Centre and contact centre for St Georges Community Housing.Effectively managed multi million pound repairs budget in target and met regularly with contractors to monitor spend and check quality of work.Helped design and implement customer relationship management system. This provided much greater insight and improved resolution of customer enquiries.Developed multi skilled working to offer flexibility and risk management and as a result I regularly met service level targets.Supported team members in achievement of NVQ2 in customer service which helped their personal development and improved their service to customers.

Rayleigh, Essex

Manager of a contract sales team of 14 customer service co-ordinators in a division accountable for £1 billion annual electricity sales to industrial customers.Implemented process improvements to convert sales to invoices in reduced time with greater accuracy. Success rate improved from 60% to 98%Facilitated successful introduction of company wide career progression structure which had a positive effect on staff motivation to improve their skills.Improved service levels and reduced complaints and costs through introduction of end to end customer ownership.Improved service to customers by negotiating best practice with industry partners to reduce delays in providing new electricity supplies.Liaised with third party agents to support continued improvement of service in the industry.

Ilm3 Leadership & Management

Hnc Applied Biology

Education record