Philip Walker Email and Phone Number

Responsible for a team of circa fifteen First Line Customer Service Advisers and to deliver the Smart Metering installation target for the business in addition to individual and team targets relating to call quality, compliance and timing.Additional responsibilities include manager escalations in terms of complaint handling, improving the customers’ experience and ensuring that the needs and expectations of the customer are met or exceeded first time, every time.Motivating and inspiring team members on a daily basis in order to drive performance and sell successes and to decide on and justify the performance related pay to each member of the team based on their skills and performance against the business targets, values and overall expectations.Skills Developed and key achievements:• The ability to drive, manage and positively impact performance in a First Line call centre environment• Successfully led the highest performing team in the call centre in terms of appointment conversion • The ability to successfully resolve complex customer escalations (complaints)• The ability to identify specific training needs and implement side by side coaching, upskilling and feedback to improve call quality and appointment conversion• Successfully worked with Planning and Resource to ensure shifts, schedulers and commitment are on plan across the Call Centre, to ensure optimum customer service delivery • Implement performance management processes and procedures • Exposure to and involvement in high profile project work• Complex absence case management experience

Responsible for managing the operations of two specialist areas, Meter Data and Registrations, which included two senior Team Managers and thirty analysts over three teams. I co-ordinated team, departmental and business unit work streams through effective management of my direct reports to ensure I drove performance in order to support business priorities in line with Npowers goal of becoming number one in customer experience across all markets by the end of 2015. My business priorities included supporting my department with daily, weekly and monthly Management Information Reports in the form of Key Performance Indicators in order to make sure that any variance in performance was dealt with in a consistent and appropriate manner, highlighting successes and ensuring any issues were readily addressed. Additionally responsible for the management of HR policies and procedures.Additional Key Achievements include:• Lead the project and acted as central point of contact in the transition of the departments work to TCS (Tata Consultancy Services) in India• Worked with external agent (KPMG) in order to support and coordinate tasks relating to the successful requalification of one of Npower major systems• Worked with PWC (Pricewaterhousecoopers) and colleagues in other areas of the business on a new process to address and close down an audit issue• Drove performance through improving productivity and introducing new ways of working successfully enabling the reduction of Full Time Employees from 30.94 to 21.64 • Reduced operational expenditure in the billing department by initiating a system change and working with IT on the initial stages through to implementation • Lead and managed the implementation of a new method of working in order to achieve the companies financial targets with a reduction in revenue leakage• Developed and implemented brand new ‘end to end’ departmental Key Performance Indicators

Responsible for managing a large team of data analysts which involved offering support and advice to team members, training them and identifying their individual areas for improvement and progression; setting clear objectives through monthly one to ones, personal development plans and weekly team meetings, thereby ensuring team members are equipped to meet the strict internal and external Service Level Agreements including high standards of behaviour and performance.I managed staff, processes and workloads through department restructure ensuring that performance remained at an optimum level during this transition period and that all stakeholders were kept informed of the updated contacts, relevant hand off points and the benefits that the restructure would provide. Additional key achievements and skills developed include:• The ability to successfully motivate staff and drive performance• Representing my department as a subject matter expert in Smart Metering workshops• Taking responsibility of the team’s supplier escalations to ensure the resolution of data exceptions within Service Level Agreements• Providing support for staff and colleagues through the restructure of all teams within the department• The ability to prioritise workloads, paying particular attention to detail and ensuring statistical reports are completed to an excellent standard• Ensuring that procedures and process maps are up to date, accurate and align with industry standards in terms of compliance• Represented the operational area by attending departmental meetings on behalf of my line manager

Responsible for managing a large team of data analysts. I was involved in the recruitment and interview process for staff within the department and ensured the implementation of HR policies and procedures. In addition to this I was also responsible for all quality checking processes relating to the teams processes and the production of weekly performance statistics. I took a lead role in identifying data disputes through root cause analysis, attending and facilitating workshops and sharing my skills and knowledge in order to problem solve and drive performance. Additional key achievements and skills developed include:• A high level of ability in problem solving and carrying out root cause analysis• An excellent working knowledge of HR policies and procedures and the ability to deal with problems or queries using tact and empathy• Developed excellent communication skills, confident in being able to correspond appropriately and effectively in writing, over the telephone and in person, maintaining a professional approach at all times• High quality computer literacy skills, fully confident in Microsoft packages and in using a variety management information systems