Owen Baines Email and Phone Number

Responding to unique customer situations to ensure that they receive unique and personalised support to progress along their journey as an Octopus customer.Developing the approach to energy theft to minimise the loss of the company.Developed the company wide approach to business insolvency to maximise return on lost assets.Maximising the return from a consumer perspective of incomings to Octopus by working on repayment plans.Engaging with stakeholders across the business to ensure B2B capability with reconnections and debt recovery prior to disconnection.Training of staff with revenue protection and other general credit matters to ensure maximum return on staff investment and development.

Support customers through their unique circumstances to deliver excellent customer service at the same amazing level known across the Octopus brand.

Leading a team of 20 credit specialists who manage a dynamic customer base, resolving complex long standing issues in a late persistent debt stage.Experience managing a team handling customer contact through inbound phone calls, outbound phone calls, inbound emails, and social media messages.Improving processes to scale from approximately 100 calls a week and 100 emails to 900 calls a week and 1000 emails a week by training, quality assuring customer contact, recruiting and continuous process improvement.Decreased average call wait times from 100 seconds to regularly sub 50 seconds, regularly meeting Citizens Advice Bureau’s 4 Star Criteria for Customer Service.First line of escalation for complex complaints, customer service complaints and debt complaints within the wider company.Innovated handling of vulnerable customers in the debt process through running live customer tests, collating evidence, and presenting findings back to numerous senior stakeholders in the company.Utilised data to identify a gap in collections activity on £25 million of aged debt that was not being collected, ensure placements were best suited to their prior debt journey.Developed processes to identify and work demolished properties in the portfolio where we were hedging energy costs for long demolished properties.Supported the migration of live and final debt accounts from Shell Energy, and the migration of staff coming across as part of the acquisition.

Secretary and Treasurer of Miraheze Limited. Organising meetings, ensuring compliance with legal requirements for recording, reporting and financial regulation. Primary financial account manager.

Supporting Facilities, Health & Safety and Compliance co-ordinators with office functions. Stationary management and stock level controlling. I have worked on numerous big-impact projects to improve the environmental efficiency of the site. From identifying and collating relevant sources of information, to analysing, plotting, and evaluating qualitative and quantitative data, I have been able to make data driven recommendation to senior management to improve efficiency, reduce costs and drive environmental objectives across the business.

Interviewing elected representatives and reviewing their actions. Assist in running council meetings and network representative events. Holding representatives to account of the wider student body as well as reviewing and updating bylaws/regulations relating to operation and running of elections.

Supporting stock management processes including deliveries, conducting stock stakes, managing outgoing stock, and handling administrative paperwork. Temporarily oversaw a team of two stock controllers over a period of four weeks in delivering services during a period of increased demand. Supported senior management in overseeing a new line of production during night shifts, working with production team leaders in resolving problems and developing standard operating procedures with the Operations Controllers.