Peter Dick Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, United Kingdom

Working as part of a remote team I am responsible for completing Account Level Analysis across all UK Centrica operations (Energy, Services and Business). With a foundation in Root Cause Analysis I work to understand the cause of problems, often not obvious from the initial contact.I also compile this analysis into concise reports and presentations to present to various stakeholders of all levels through the business. I also drive the Engagement and Wellbeing agenda in the team… Show more Working as part of a remote team I am responsible for completing Account Level Analysis across all UK Centrica operations (Energy, Services and Business). With a foundation in Root Cause Analysis I work to understand the cause of problems, often not obvious from the initial contact.I also compile this analysis into concise reports and presentations to present to various stakeholders of all levels through the business. I also drive the Engagement and Wellbeing agenda in the team which is hugely important. I am also responsible for creating and presenting training to new members of the team as well as ongoing upskilling to ensure I pass my knowledge on to others in the team. Show less

Edinburgh, United Kingdom

Edinburgh, United Kingdom

As part of the Contact Centre Evolution trial my role is to assist the Team Leader by helping with technical support within the team, as well as feeding back technical issues and providing skill gap training where needed.

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Edinburgh

This entails contacting customers once an emergency appointment has been booked, confirming any health conditions/medical equipment that may be used within the property and updating our records accordingly. I also confirm and reassure the customer of our intentions regarding the appointment by remaining in contact with them when necessary as well as our third party companies until the engineer has arrived onsite. I am also responsible for assessing customers for the WHD scheme which is… Show more This entails contacting customers once an emergency appointment has been booked, confirming any health conditions/medical equipment that may be used within the property and updating our records accordingly. I also confirm and reassure the customer of our intentions regarding the appointment by remaining in contact with them when necessary as well as our third party companies until the engineer has arrived onsite. I am also responsible for assessing customers for the WHD scheme which is a government led scheme where customers can receive £135 to help manage their fuel costs over the winter period. This involves at times having very personal conversations with customers concerning their house hold income and health. Show less

Edinburgh, United Kingdom

Responsible for delivering the Warm Home Discount project to Pay as you go energyo Budget of £16mo Delivered to over 100,000 customers o Maintained strict data tracking to allow for audits by OFGEMo Stakeholder management through various levels internally and externallyo Managed data processing to ensure successful delivery across customer baseo Tracked financial situation and reported to finance teamso Communicated plans with various levels of the business… Show more Responsible for delivering the Warm Home Discount project to Pay as you go energyo Budget of £16mo Delivered to over 100,000 customers o Maintained strict data tracking to allow for audits by OFGEMo Stakeholder management through various levels internally and externallyo Managed data processing to ensure successful delivery across customer baseo Tracked financial situation and reported to finance teamso Communicated plans with various levels of the business throughout deliveryo Dealt with agent enquiries about the schemeo Set up and tracked working instructions for team of offshore agents Show less

Edinburgh, United Kingdom

This entails contacting customers once an emergency appointment has been booked, confirming any health conditions/medical equipment that may be used within the property and updating our records accordingly. I also confirm and reassure the customer of our intentions regarding the appointment by remaining in contact with them when necessary as well as our third party companies until the engineer has arrived onsite. I am also responsible for assessing customers for the WHD scheme which is… Show more This entails contacting customers once an emergency appointment has been booked, confirming any health conditions/medical equipment that may be used within the property and updating our records accordingly. I also confirm and reassure the customer of our intentions regarding the appointment by remaining in contact with them when necessary as well as our third party companies until the engineer has arrived onsite. I am also responsible for assessing customers for the WHD scheme which is a government led scheme where customers can receive £135 to help manage their fuel costs over the winter period. This involves at times having very personal conversations with customers concerning their house hold income and health. Show less

Edinburgh, United Kingdom

Engage and motivate a team of pay as you go service advisors to see the value of their role and their impact on the customer journey through regular quality assessments, training, coaching, performance and absence improvement.

Responsible for new start staff during their first 6 weeks of employment. Trained agents in various call types during role. Responsible for installing values and behaviours in preparation for moving on to the call centre.Also designed new training package for delivery across multiple sites during a tight timeframe.

Edinburgh, United Kingdom