Ryan Scrutton Email & Phone Number

East Anglia

Service & Repair Manager.When I joined my S&R team in October 2021, the engagement score of the team was at real low point at 2.9. This was one of my main focus areas to improve asap, because a more engaged team will provide you better results in performance, quality of work and less absence. This will then create more capacity to deliver for our customers, improve customer retention (NPS) and a more engaged workforce. Through hard work and strategic planning, focusing on the employee peakon voice insights, I created an action plan to focus on on my strengths and weaknesses, looking at peer to peer relationships, management support, quality, organisational fit and Equality. Every month I would discuss the plan with the team to ensure that the actions I have put in place are working, gaining feedback on areas that could be improved, with a cavate of you said we did approach. Every quarter their has been an improvement in the teams engagement score, increasing to +5.3 since Oct 2022 which is above the industry bench mark.

East Anglia

I am responsible for looking after and managing 3 buisness Units in the East Anglia/ Essex Region. My team consists of Electricans, that look after Home Electrical Care (HEC). Cross skilled EV employees that install home electrical charging points. White Goods employees that look after domestic kitchen appliances i.e Washing Machines / Tumble Dryers / Ovens, Hobs, Fridge freezers ect).

East Anglia

July 2019 - Dec 2020 I was managing a multi skilled team of Smart Energy Experts and Whites Good Engineers. White Good Engineers look after customers domestic kitchen appliances involving, washing machines, tumble dryers, fridge and freezers, Microwaves, Ovens and hobs.

East Anglia

• Planning workloads, work rosters and labour availability in line with utilisation and budget targets• Coaching and training staff to improve skills, challenging negative behaviours and poor performance, and rewarding positive behaviour and improved performance• Ensuring the customer has a positive experience with us as their energy partner utilising a consistent safe and excellent service through the team• Effecting a working culture that prioritises safety of employees and customers• Ensuring that all work performed by the Smart Energy Experts comply with gas and electricity codes of practice, and safety regulations• Responsible for planning engineer holidays and roster support, identify labour shortfalls through checking actual vs forecast reports and liaising with planning. Use of planning tools to effectively manage engineer availability and absences. Provide a link between the field and office to ensure productivity is kept to a maximum.• collaborated with key stakeholders and effectively influenced key internal and external stakeholders such as the GMB and other field and centre operations teams across the organisation to ensure excellent working relationships geared toward achieving optimal performance• Encouraging information sharing culture, which openly shares feedback and empowers and promotes individual developmentKey Achievements• Improved the safety of the team, reducing the safety score from 24.1 to 5.38• Improved performance increasing the team’s smart completion rate from 74.5% to 80.9%• Improved the sales growth outcome rate from 1.1% to 5% to support a key metric within the wider UK field operations • Improved the team absence levels from 0.18 to 0.12 through strong governance and engagement• Excelled in business expectations increasing utilisation by 5.8% from a target figure of 76%• Improved the team’s KPIs, including completion rate by 2.4% percent, increasing productivity from 4.31 to 5.0

East Anglia

Key Achievements • Successfully completed a one for the future programme • Successfully coached and delivered workday nationally a key project to support employees with a new HR functionality system • In 2016 I was rewarded coach of the central region and District • Supported and delivered several key projects regionally to support with technical safety working practices on the intranet

East Anglia

East Anglia

East Anglia

• Expert knowledge of the energy market so I could promote our products and services to existing and potential customers• Planning and organising individual daily workloads to ensure effective time management was carried out • Excellent communication and influencing skills• I was responsible for providing an excellent customer service and peace of mind for the customer maintaining a high focus on customer satisfaction and customer security in line with DPA• Regularly exceeding in performance metrics within the bandings levels, increasing business profit and income of 58% in 2009• Polite, professional and took pride in my appearance as I was representing the brand of BG• Provided energy efficiency advice, Homecare plans, HI leads and converting their gas and electric over to British gas

East Anglia