• An annual two-year Graduate Development Programme for 45 Graduates at each intake, including a creative two-day induction event and a further eight learning interventions. www.youtube.com/watch?v=5iRz79JWR-Y • A new Performance Management process and the increase of coaching capability amongst management teams, involving travelling to all UK office locations.• A successful progression/coaching model to include all disciplines, including support services. • A new induction… Show more • An annual two-year Graduate Development Programme for 45 Graduates at each intake, including a creative two-day induction event and a further eight learning interventions. www.youtube.com/watch?v=5iRz79JWR-Y • A new Performance Management process and the increase of coaching capability amongst management teams, involving travelling to all UK office locations.• A successful progression/coaching model to include all disciplines, including support services. • A new induction programme with blended learning and a 90-day plan to probation.• Bespoke offerings including, presentation skills, personal development events, interview skills workshops, team strategy events and challenge events.• A variety of Learning and Development programmes, including Leadership, Communication and Commercial programmes, utilizing both internal and external facilitators.• Upskilling of technical staff to deliver complex technical training.• Peer to peer recognition and reward scheme.• School Project events for up to 500 students.• Extensive UK travel, providing varied support for employees across the business.• An approach to the Apprenticeship Levy, fulfilling 100% of the Levy.• Supporting apprentices through a two year programme, introducing them successfully to the world of work and also providing mentoring to colleges to improve teaching provision.• Successfully managing an annual training budget of £500,000. Show less

Business to Business Account Management. Managing a personal portfolio of over 2000 properties.Identifying opportunities to expand the current portfolio.Proactive and reactive portfolio managemen.tClient meetings.Delivery of the company vision to our customers.

Core Responsibilities:To assess Vulnerable and Low income customers for an energy assistance package including both physical and financial assistance.Design and maintain regular MI.Manage in team workflow and query levels.Additional responsibilities:Training 17 groups to government assessment guidelines over a two month period co-ordinating this in line with an increase in incoming work with a just in time resourcing method.Once the 17 groups were no longer required,… Show more Core Responsibilities:To assess Vulnerable and Low income customers for an energy assistance package including both physical and financial assistance.Design and maintain regular MI.Manage in team workflow and query levels.Additional responsibilities:Training 17 groups to government assessment guidelines over a two month period co-ordinating this in line with an increase in incoming work with a just in time resourcing method.Once the 17 groups were no longer required, designed and delivered a back to the frontline training package to ensure a smooth transition back to their core roles.Creating and facilitating an in role self assessment, covering job requirements and self SWOT analysis leading into a PDP. This was supported with a 70-20-10 learning principle from concept through to final delivery.Designed an excel based note writing tool to ensure consistency and ease of use across the department. Show less

Design and delivery of a 12 module Team Leader Talent pool programme taking a group of 42 candidates from the frontline into leadership roles. This included Health and Safety, HR, Inspirational Leadership and Time Management for Leaders.Managing and facilitating an in role development and progression mechanism “Energy Experts” including assessment, coaching, PDP design, introduction and implementation.New start training – Re-designing and updating existing material inline with the brand… Show more Design and delivery of a 12 module Team Leader Talent pool programme taking a group of 42 candidates from the frontline into leadership roles. This included Health and Safety, HR, Inspirational Leadership and Time Management for Leaders.Managing and facilitating an in role development and progression mechanism “Energy Experts” including assessment, coaching, PDP design, introduction and implementation.New start training – Re-designing and updating existing material inline with the brand values, beliefs and vision. Working with various stakeholders and process owners. Delivering and measuring the success of the training using various methods both direct and indirect.Taking the Level 8 Development Community from concept to delivery including: Terms Of Reference, Scoping, Senior buy in, designing learning environments, Using a viral approach to launch a self propelled whilst electively supported learning culture. This was used to create a bottom up approach to mirror the Great Leaders for Great People programme.Implementation of 70/20/10 learning principles gaining buy in at all levels to this approach. Show less

Project managed migration of work from Leeds to Edinburgh. Designed new processes both internally and with third parties training the these to all parties. Designed and delivered full training package to two hand selected teams. A particular area of focus was “Wearing your customers shoes” to understand the needs of vulnerable and low income customers. Designed and mapped process for diagnostic system.Cut costs by £125K over a 1 year period through design and implementation of… Show more Project managed migration of work from Leeds to Edinburgh. Designed new processes both internally and with third parties training the these to all parties. Designed and delivered full training package to two hand selected teams. A particular area of focus was “Wearing your customers shoes” to understand the needs of vulnerable and low income customers. Designed and mapped process for diagnostic system.Cut costs by £125K over a 1 year period through design and implementation of new processes with Royal Mail, Itron and Siemens. During this time I was also involved in the “Business Engagement Programme” facilitating the Winning teams tent to 3000 colleagues from Team Leaders to our Directors over a 10 day period. The aim of this session was to bring the company vision to life within your role. Show less

Core responsibilities:Resolution of complaints at all levels including Media and MP complaints. Working within strict guidelines from OFGEM whilst ensuring I also deliver on the company vision and values.Additional responsibilities: Designed cross training package for process specific experts to broaden their skill base.Delivery of New Start training.Trained and provided on the job support and coaching to agents during a staff migration to a new work stream.

Providing best in class customer service across three different call types in a resourced call centre environment.Recommending suitable additional products and services.During this time I was Highly Commended as Young Customer Service Professional of the year 2004.