Richard Bailey Email & Phone Number

Chandler'S Ford, Gb

Solent mind is the leading mental health charity across Hampshire. It’s mission is to support everyone to develop positive mental well-being & to live well and thrive The strategy to achieve this is Reaching High, Reaching far , Growing together. The role as a member of the board of trustees is a volunteer role with a responsibility to support the charity and the people within in it to deliver on the mission. I am honoured to be a trustee of this outstanding charity that provides such important and life saving services to our communities.HTTPS://www.solentmind.org.uk/about-us/what-we-do/

Reporting directly to the Director for Customer Delivery for London & the Southeast, I was responsible for leading a fleet of multi-skilled engineers and running an operation consisting of up to 10 direct managerial reports and over 300 engineers. I had the accountability for the end to end service and safety of the customer portfolios across Oxfordshire, Berkshire and West London for Gas & Electric service and repair, Smart metering, EV installations & Boiler installations.Responsibilities;•Lead, inspire, and engage a team of operationally focused leaders and engineers to deliver Area strategy and achieve all targets while ensuring the highest standards of safety, quality, and customer satisfaction are delivered.•Ensure that all operational key performance indicators (KPIs) for the team are achieved to maximise value across the organisation and deliver for the customer.•Provide inspirational and energised team leadership, to drive high performance and engagement•Work with relevant stakeholders to identify and develop medium-term plans to meet expected customer demand.•Drive a culture that encourages people to generate leads for products and services that match the customer needs.•Use MI and other data to make decisions and influence business growth direction.•Continuously review operational activities to ensure that all financial, efficiency, operational, and cost targets are achieved whilst delivering a noticeably superior service to our customers.•Ensure customer and employee-related information systems are operated to the required standard to maintain accurate and secure records compliant with GDPA.•Own the local Employee Relations agenda. Foster strong working partnerships with the Trade Union, with a common goal of achieving business targets and maintaining a culture where colleagues are treated fairly and properly informed.•Ensure contractors are engaged and managed in line with the process and provide a seamless customer experience.

Leeds, England, United Kingdom

Reporting directly to the Regional Smart Energy Director for the South. I was responsible for the leadership of a fleet of Smart Energy Experts, growing and running a team of 8 managerial reports and up to 180 engineers. I was accountable for the end to end service and installation of Smart Meters across North London. Also led national projects in line with recruitment , safety and customer insights. Responsibilities• Build strong relationships with customers and colleagues, providing leadership on smart energy products and services that enhance energy efficiency and sustainability.• Oversee the deployment of smart energy meters, ensuring customer appointments are delivered on time, to mandate, within budget, and to customer satisfaction.• Develop and deliver projects for both customers and internal teams on smart energy technologies and practices.• Work closely with cross-functional teams, including sales, logistics, planning and dispatch, and technical support, to ensure a cohesive approach to smart energy solutions.• Stay informed about industry trends, emerging technologies, and regulatory changes to effectively advise customers and adapt strategies.

Reporting into the District Smart Energy Manager, I was responsible for the day to day management of teams of up to 38 Smart Energy Experts. I managed four different teams over the period, across the South, covering , Kent, Surrey, Sussex and Hampshire. I was accountable for the safety and experience of customers that had requested a smart meter installation. Responsibilities;Overseeing the collection and analysis of performance data to identify trends, inefficiencies, and opportunities for improvement Implementing energy efficiency initiatives that help customers reduce consumption and lower costs.Building engagement plans and working with employees to create career paths for the future Collaborating with technology teams to integrate smart energy solutions, such as smart meters and home automation systems.Building a safety culture across the team , adhering to safety processes and compliance.

Reporting into the National Customer Experience Manager at British Gas , I led the Customer Experience agenda for the Southampton call centre of over 1000 employees. The role focused on enhancing customer satisfaction and loyalty by developing strategies to improve the overall experience across inbound and outbound calls and complaints. Responsibilities;Analysing customer feedback, behavior, and satisfaction metrics to identify areas for improvement.Creating and implementing customer experience strategies that align with the company’s goals and values.Working closely with teams in change, operations, and customer service to ensure a cohesive approach to customer experience.Leading initiatives to train staff on best practices in customer service and experience management.Tracking key performance indicators (KPIs) related to customer satisfaction and making data-driven adjustments to strategies.