Patrick Spinks Email & Phone Number

Exeter, England, GB

Exeter, England, United Kingdom

• Within this role, I am responsible for the end to end delivery of customer service and driving performance to provide high quality customer care to South West Water & Bournemouth Water customers. I am responsible for.
• Overall responsibility for the day to day management of multiple Billing Contacts Team Managers and their teams which includes, Billing Specialists and Customer Care Representatives (CCR) and resourcing for both SWW & BW
• Daily performance and quality management of our offshore partner TCS supporting queries, coaching, calibration and training
• Employee Development and Management, taking accountability for delivery of a performance management framework and ensure coaching and mentoring is provided by Billing Contacts Team Managers to all staff on a regular.
• Management of budget, FTE volumes, and resource placement to meet customer demands
• Billing Contacts Team Managers Critical Function activities are managed effectively and completed with the required detail within the relevant timescale

Exeter, England, United Kingdom

• Within this role, I was responsible to design and implement a Quality Assurance team for Customer Services targeting c300 employees, with an aim to drive development and performance. I successfully delivered on the.
• Designed, launched, and lead a Quality Assurance programme across Customer Services, within our Billing, Operations and Leakage teams
• Managed a team of Quality Assurance Assessors in their performance, conduct, and sickness absence in line with HR… Show more Within this role, I was responsible to design and implement a Quality Assurance team for.
• Managed a team of Quality Assurance Assessors in their performance, conduct, and sickness absence in line with HR policies and procedures
• Worked collaboratively with Senior Leadership to provide Quality insight into monthly performance allowing them to gain full understanding of the training requirements to positively impact individuals’ performance and.
• Developed a team of Quality Assessors, by providing regular coaching and audit feedback to ensure accuracy and integrity of data, to drive a positive C-MeX performance

Exeter, England, United Kingdom

• Within this role, I was responsible to deliver on a variety of training needs for Customer Services following a Systematic Approach to Training (SAT), and using all stages of the 'ADDIE' model. I was also responsible.
• Implemented a Learning and Development consultancy approach to challenge and influence… Show more Within this role, I was responsible to deliver on a variety of training needs for Customer Services following a.
• Implemented a Learning and Development consultancy approach to challenge and influence any stakeholder requests, identifying the most appropriate and cost-effective learning solutions
• Designed and lead a Coaching & Emotional Intelligence Workshop for all Team Managers and Customer Event Specialists and coached them through to achieve their Levels 1 and 2 coaching accreditations to drive business.
• Mentored and worked collaboratively with Senior Leadership to construct development plans using the SMART methodology, allowing them to draw excellent performance from their teams
• Provided comprehensive Training Needs Analysis as part of the ADDIE process to gain a full understanding of the training requirements, scope, and objectives, to positively impact both individuals’ performance and the.

Exeter, United Kingdom

• In this role, I supported the definition and delivery of Quality Assurance across Customer Operations, including assessing the quality of the evaluation output, delivery of feedback and actions to improve advisor.
• Consistently provided Quality Assurance analysis to identify root causes and make recommendations and innovative solutions to senior management for continuous improvement.
• Successfully led the recent Quality Assurance Implementation… Show more In this role, I supported the definition and delivery of Quality Assurance across Customer Operations, including assessing the quality of the.
• Successfully led the recent Quality Assurance Implementation plan for Customer Operations and facilitated upcoming activities through regular senior management meetings.
• Consulted with key business stakeholders to provide benefit cases of the significant improvements to the Quality Assurance programme and achieve sign-off whilst in line with project deadlines.
• Managed monthly / annual invoices for all activities completed by our external Quality Assurance teams, ensuring monthly costs correspond to transactional forecasts and any discrepancies are highlighted / or amended.

Exeter, United Kingdom

• In this role, I was responsible for defining and implementing key management processes and role competencies across Customer Operations. This role focussed on working collaboratively with our Campus, HR and Operational.
• Regularly participated in competency analysis with Activity Owners to identify the essential and desirable competencies required for each Customer… Show more In this role, I was responsible for defining and.
• Regularly participated in competency analysis with Activity Owners to identify the essential and desirable competencies required for each Customer Operations job role and lead project groups from specific business.
• Collaborated regularly with the Operational Training Delivery teams to commission the design and delivery of appropriate learning resources for the agreed competencies to ensure individuals can achieve their personal.
• Delivered a robust assurance model to ensure all Managers follow the agreed processes and provide the appropriate support by identifying outcomes for those who require ongoing coaching.
• Established collaborative working relationships with the Learning and Development function within Campus to develop new technologies that can support and improve our learning resources.

Exeter, United Kingdom

• In this role, I was responsible for the delivery for all Operational Training requests for which I applied the ADDIE model and Systematic Approach to Training. This role was to support the Small Business department of.
• Designed and led high quality presentations including digital learning tools by following each stage of the ADDIE model by adopting a SAT approach to training… Show more In this role, I was responsible for the delivery.
• Designed and led high quality presentations including digital learning tools by following each stage of the ADDIE model by adopting a SAT approach to training which have been delivered to a range of audiences at.
• Confidence in speaking in front of groups of people, in training, project meetings and teleconferences with stakeholders by communicating effectively to ensure the messages are appropriately delivered.
• Discussed performance/people issues with operational line managers after any training intervention and handled any behavioural concerns following the correct HR and Manpower policies.
• Consistently met multiple project deadlines with all stakeholders by setting expectations, challenging procedures and problem solving on a routine basis.

Exeter, United Kingdom

Exeter, United Kingdom

Exeter, United Kingdom