Ryan Peplow Email & Phone Number

Providing specialist information, administrative and technical support to Customer Services, internal and external customers. Responsible for configuring and maintaining telephony, workforce management and call recording equipment to enable departments to run efficiently. Plan for required resource to manage workload of the Customer Services departments.• Investigating and responding to complex issues or queries from advisors or senior management.• Conducting root cause analysis on system issues to identify potential impact on operational areas• Producing and managing performance reports, using local ACD/Workforce management/call recording tools• Providing data analysis to drive business performance against plan, ensuring variance is understood and appropriate decisions can be made.• Ensuring effective management of team mailbox, organising and actioning workloads• Delivering formal and informal training to staff on a range of operational procedures, to promote knowledge and efficiency,• Providing scheduled feedback on workload prioritisation to management with recommendations for workload conflict resolution, to ensure performance standards are met.

Directed a team of 15 Customer Service Advisors within Smart, leading regular reviews in order to meet SLA’s and KPI’s, contributing to npower’s 5.2 million Smart installation target by 2022. Aim to improve access rates in order to meet our target. Building and maintain expert knowledge of end to end business processes in order to identify issues, present ideas and implement changes.

Responsible for working directly with customers and third party installers to determine whether the customer was eligible for a free installation and ensuring payment was received if a contribution was required for the installation to go ahead, as well as analysing how much carbon npower would be able to bank from each property. Always ensuring a positive customer experience was maintained throughout the customer journey and in particular when issues arose.

As part of my Personal Development Plan, I was approached to help support the business by filling in as Evening Team leader. During this time I gained a vast amount of experience and key skills that showed me the responsibilities that are required to carry out a team managers role. This gave me a valuable insight into the steps I needed to take to enhance my skillset and achieve my goal. Some of the key assets I took away from this opportunity were;