• Analysis of customer complaints (Ombudsman, Executive, and Interaction) to identify trends, root causes and process gaps.• Monthly and Quarterly Complaint reporting delivered to multiple levels of key stakeholders within Origin• Liaising with key stakeholders to resolve customer, process, and system issues• Key focus on reduction of Ombudsman complaints • Identification and construction of reporting designed to help the team achieve their KPIs at an outstanding level • Providing excellent customer service to Executive complaint customers • Prioritisation of tasks based on business criticality

• Analysing and prioritising, call insights that are identified in the Customer Insights and Idea tool within customer services (Crowdicity), Khub process feedback and corrections,• Work autonomously and self-manage workday and workloads• Ad-hoc reporting and analysis of proposed process/operational/system changes• Reviewing and approval sign off of IT/SAP changes both at the Test case/UAT/PVT level (HPALMS).• Acting as SME’s for wider business changes, providing guidance and insight for cross functional implementations.• Ensuring timely resolution of allocated workload from the customer insights tools, and providing clear and accurate recommendations/directions• Liaising with key stakeholders to resolve customer, process and system issues• Creating and validating the cost-benefit and business cases for proposed initiatives• Focus on complaints reduction through analysis of customer journeys and delivery of initiatives

Live Chat:A member of Origin’s pilot Live Chat team and crucial to the solidification of Live Chat as an ongoing customer support channel. Responding to customer enquiries with extreme efficiency while handling multiple customers simultaneously to address Sales, Service and Business enquiries. Working with the Digital teams as a central point of contact for customer, system and process insights to improve customer experience across the Live Chat platform and Digital channels.Phone Agent:Responding to complex customer enquiries in an ever-changing and highly regulated retail energy environment. Specialising in handling difficult customer service queries and provide empathetic assistance to achieve first call resolution for customers and business equally. Trained in objection handling techniques to reduce and/or handle customer escalations, whilst demonstrating the Origin values and contributing to and establishing Origin as a customer-centric brand.

Tech Support for a large IT Corporation specialising in phones, watches, laptops, desktops and music devices. Responding in real time over the phone to customer complaints and queries. Requiring the ability to identify root cause of problems, remember specific device information and have out-of-the-box thinking to reach a resolution for the customer.

Demonstrating a high level of energy, excellent communication skills, integrity, and a sense of urgency, all while leading a team in a fast-paced atmosphere. Ensuring a high level of cleanliness within the store and following strict healthy and safety guidelines. Additional responsibilities included:- Creating weekly rosters based around flexible work arrangements- Daily and weekly food orders - Working with staff to ensure they possessed the correct skills to be doing their jobs and ensuring all essential training had been completed - Screening and hiring of new staff