Sarah Hill Email and Phone Number

Proactively investigated and identified the true and complete workloads within the Metering team and created a workload tracker to record progress.Motivated and managed a small team to clear 45k queries in 9 months.Industry contact and owner of all energy industry and Ofgem related reporting, liaising directly with Elexon, Electralink, Energy-UK, Department for Business, Energy and Industrial Strategy, as well as other partners.

Lead an initiative to centralize, develop and the completion of our Customer Care resource and planning management including utilizing our resource and forecasting tool, streamlined and computerized holiday and absence management.Supported TLs in managing and structuring their day to day workloads in Customer Care by introducing daily plans and duty rota.Designed a new Customer Care Advisor dashboard to monitor performance and to aid coaching and 121 conversations.

Brought all Billing targets back within KPI in first 5 months of joining Good Energy and for the first time in 15 months.Designed and implemented a new initiative offering for our business customers providing a bespoke billing service, in ten months the service was being provided to over 500 sites.

Within four months of starting at Good Energy I was asked to step up and oversee both Billing and Process Support, supporting the Process Support Team Leader.

Co-ordinated NVQs for Customer Services; promoting the benefits, discussing options and enrolling individuals. Allocating time to Advisors to complete work and co-ordinating key skill tests and reviews with the Assessor. Providing regular updates to the Head of Customer Services and other stakeholders.Completed HR Admin for Advisors in line with company guidelines, chairing meetings or acting as a balance for the manager chairing, taking notes, producing outcome letters and minutes… Show more Co-ordinated NVQs for Customer Services; promoting the benefits, discussing options and enrolling individuals. Allocating time to Advisors to complete work and co-ordinating key skill tests and reviews with the Assessor. Providing regular updates to the Head of Customer Services and other stakeholders.Completed HR Admin for Advisors in line with company guidelines, chairing meetings or acting as a balance for the manager chairing, taking notes, producing outcome letters and minutes. Co-ordinating recruitment, completing interviews, making job offers and providing candidate feedback. Submitting new starter paperwork and co-ordinating induction programmes, ensuring pay increases are implemented as each stage of training is complete. Project managed a new VIP service supporting the acquisition of new customers. Established infrastructure using an IVR to deliver calls to hand-picked Advisors. Ensured that telephone messaging supported the aspiration behind the service and was supported by both email and fax. Mapped the entire process and co-ordinated meetings with all stake-holders to gain buy-in. Designed and implemented training and allocated workloads. Created and distributed weekly summary report for all stakeholders. Supported change management for acquired company to move to using The Consortium’s customer database and ordering system, developing a user acceptance testing procedure to ensure a smooth transition. Show less

Won a Dyson ‘Ways of Working’ Award for turning the lowest performing team on the Helpline into the highest whilst supporting the wider Contact Centre during a period of high workload and limited support due to the absence of several colleagues.Initiated and owned a project to assess and restructure how off-phone work is prioritised and completed in balance with answering calls. Liaised with stakeholders to identify best practice, ensured all tasks were completed efficiently, workload… Show more Won a Dyson ‘Ways of Working’ Award for turning the lowest performing team on the Helpline into the highest whilst supporting the wider Contact Centre during a period of high workload and limited support due to the absence of several colleagues.Initiated and owned a project to assess and restructure how off-phone work is prioritised and completed in balance with answering calls. Liaised with stakeholders to identify best practice, ensured all tasks were completed efficiently, workload balanced and reported accurately. Empowered Deputy Supervisors to measure and recognise individual effort building effective team work across the Contact Centre.Effectively performance managed, motivated, coached and developed a team of Customer Service Advisors to achieve and exceed Contact Centre targets. Tackling absence and turning around underperformers. Show less

Whilst a Deputy Supervisor sat on project team which created an external recruitment campaign ensuring the effective selection, assessment and recruitment of Customer Service Advisors to deliver approximate saving of £15k on agency fees across the 3 month probation period versus the usual Dyson temp to perm process.