Provide exceptional customer service to all of our customers via telephony, electronic and face-to-face interactionsSupport the customer through any service related enquiriesTake ownership and resolve all queries at first point of contact or raise relevant tasks with specific teamsTo manage workload effectively, both on and off call work and additional tasks allocated.Sales and service duties within the Customer Contact Centre, Billing related enquiries (both Domestic and Business), Debt Management data and customer management activities, Registration Processing and Dataflow related activities, Microtricity administration and service activities, Processing Meter Readings and related enquiries, General Direct Debit and Payment related enquiries, Sign-up and sales progression related enquiries,

Wonderful time spent looking after the kids.

Management of 3 direct reports and overall team of 40 indirect reports.Remote management of administration support teams in India and Canada, 2 direct reports and 10 indirect reports.Managed operational duties of a fast paced global conferencing centre providing audio, web and video conferencing.Provide on call cover for escalated issues.

Succession Team Manager of 6 direct reports and operational responsibility for 100 indirect to maintain service levels against a workload including 5000+ calls inbound and 300+ webmail per day.Team leader of 18 direct reports and 100 indirect.Managed all operational duties relating to a fast paced Emergency and Metering contact centre that provides essential utility and energy infrastructure across the UK.Full awareness of contact centre strategy and drivers, including defined KPI's, SLA's, stakeholder's needs, business partner requirements and reputation in line with business goals.Managed resource and planning team to ensure utilisation and accuracy to within 2% forecasting targets. Experienced and accredited trainer, including the management of the training department - Work streams included: Succession planning and development, new starter training, refresher training, process improvement and regular risk assessment and training needs analysis to ensure minimal gap actions.Understands the importance of quality review processes and experienced in conducting, monitoring and recording. Including consistent, supportive and honest coaching and feedback.Performance management, team and individual growth and development, disciplinary and sickness management and support of HR practices.On call and escalation manager and overall responsibility for incident management of operating site, business continuity and disaster recovery planning. Recognised as expert within various migration and change projects.Promoted philosophy of safe working including reporting methods and regular SUSA discussions and communications.Technical AppreciationProficient user of numerous IT systems including Microsoft Office - Word, Excel, PowerPoint, Access and Outlook. Also industry based systems - SAP Rainbow, XoServe, JIS, STORMS, Aspect Telephony, Verint, Eyretel, EWFM.Understanding of WAN, LAN, connectivity, ISP's, security, Networks, servers and general IT support functions

Direct reports 20, also control of up to 200 service engineers and contractors at any given time. Managed national manpower and workload contracts to achieve agreed targets and SLA's.Operational support, responsible for the allocation, scheduling, utilisation and recording of all physical work planned and unplanned within a 24hr period.Managed all control room activities including performance, development, discipline, sickness and Health & Safety.Responsible for the recording and monitoring of NRWSA in line with current legislation to avoid liabilities.Produced, updated, revised and trained out of hours dispatch processes to deliver consistent practices across the business.Suits Plus

Encouraged and promoted social development within varying multi racial and diverse groups.

Achieved and delivered exceeded agreed sales expectations.Customer service champion and trainer.Floating manager covering South Wales & Midlands.