Responsible for leading and managing a variety of strategic improvement and transformation initiatives aligned with the pursuit of SP Energy Networks' strategic plans, including RIIO-ED2 and RIIO-T2 price control plans.Heavily involved in the Change aspects of large wide-ranging projects, developing Change, Communications & Training approaches which align with the timelines and fundamental deliverables of those projects.As part of this role I will utilise the skills I have gained through Prosci Change Practitioner, Agile Scrum Master and APM Project Fundamentals qualifications, while working towards Lean Six Sigma Black Belt accreditation.

Operations Manager responsible for 3 teams across 2 sites (Glasgow & Prenton), ensuring the delivery of key targets for Streetworks (Reactive & Planned), 3rd Party Damages, Purchasing and Debt Recovery.During my time in this role I transitioned part of the team to a 365 day working window based on new Streetworks England Legislation, was heavily involved in the design, development and delivery of Salesforce CRM solution, and increased the volume and value of invoices issued to recover costs from damage by third parties, while reducing our overall debt.I took the lead on creating an end-to-end structure for tracking staff performance, identifing coaching/training requirements and enabling effective Personal Development Plans across Customer Service.I was heaivly involved in supporting our Faults & Emergency Distribution Call Centre, including supporting the roll out of new systems, establishing new prcoess, and managing the day-to-day operations for 2 months.

As Customer Service Knowledge Manager, I am responsible for evaluating and implementing knowledge tools and strategies for both our customers and internal staff, as well as supporting, developing and delivering training across Customer Service in SP Energy Networks. On top of working in my own area, I act as an ambassador for the principles of Knowledge Management across our business as a whole.I am responsible for leading Customer Service initiatives on identifying and delivering innovation, which ties in to my additional role as SPEN's representative on Iberdrola's Digital Best Practice Group where I work alongside colleagues from Brazil, Spain and USA.

My daily role was to manage the workload of my team, while supporting each individual in their tasks. I also carry out HR duties will all of my team – making sure each person adheres to SPEN’s Managing Attendance, Drugs & Alcohol and Performance Management policies.As well as supporting my own team, I also provide assistance and feedback to numerous other teams. I produce weekly reports for our Key Stakeholders, recognising areas that require improvement and identifying ways of doing so.In my role I have designed, developed and implemented several new processes, including an aligned process across our North and South offices for the raising of Road Opening Notices in line with legislation is Scotland, England and Wales.

Due to several staff leaving within a short period of time, I was asked to cover a Team Manager role in the Distribution Call Centre (DCC) having previously worked there as a Customer Service Representative. During my time in the DCC I inherited a team and my primary goal was to get them on track for their 2016 Year End - I did this successfully through regular 121s, Team Briefs and Live Learning sessions. Alongside this temporary role, I kept involved with my substantive role as Day Support Team Manager and the responsibilities that entails.

My duties included raising Road Opening Notices (RON) for any excavation carried out on a road or footpath as a result of a reactive fault. I would then raise a PMO and SCOPE for each incident attended to by our contractors for them to apply for payment.In addition to my work in the NRSWA section, I also spend time working with the Network Operations Customer Contacts department. I was trained on a variety of new systems and became more aware of the overall responsibilities of each department within the Energy Networks company. I regularly work overtime to help the Customer Contacts team with any backlog of work they may have, including the raising of cheques following Storms.

My duties included dealing with customers who have lost their electricity supply, processing the jobs, and ensuring that an electrician attends within the guaranteed standards set by OFGEM. I also held a secondary position as a Message Coordinator. In this role I was fully responsible for recording messages which customers with power cuts would hear, I would also keep them updated when new information became available. This required me to liaise with a variety of different departments including Customer Care and Incident Controllers. As a senior member of staff in both these roles I was responsible for training new members of staff and I also had an input in training methods and new processes.