Simon Dempster Email & Phone Number

England, United Kingdom

Worthing, England, United Kingdom

Durrington

My role as facilitator involves working within the L&D Customer Services team looking after 360 customer service advisors, team managers, senior managers and outsourced partners who provide excellent customer service to Southern Water customers. Activities include leading on L&D projects such as Career Development, Employee Engagement, Leadership and Management Development. Responsibilities include liaising with the senior leadership and team managers to undertake skills analysis/profiling to provide targeted bespoke L&D solutions at all levels of the organisation; including the teams that make up the operational customer facing contact centres with particular attention to soft skills development and customer centricity to provide excellent value to customers at all times.

Brighton, United Kingdom

Facilitation of a number of corporate initiatives in line with operational best practice in the function to meet Southern Water's strategic ambition for People Development. Collaboration with internal stakeholders delivering new learning experiences with the implementation of workshops/courses and 121 coaching.

Falmer

Brighton, United Kingdom

Identify the learning interventions required in operational processes/systems and customer service to meet the objectives for the function. Learning needs analysis and course design and delivery to up skill. Evaluate and measure the learning for the stakeholders; in particular liaison with the senior leadership to identify specific skills gaps within the management tier and action measurable results to aid professional development. Identification of good quality candidates and succession planning for future trainers and team leaders is also a requirement with the associated skills matrix and development plans implemented.

Brighton, United Kingdom

Technical Specialist - Varied knowledge base for trouble shooting and resolution on technical enquiries and management within the contact centre. Daily statistics regarding call volumes and service levels. Quality monitoring calls and delivering feedback. Incident management for any large scale water incidents, updating widgets, phone lines and website messages.

Brighton, United Kingdom

Management of the sports department of 48 full and part time staff to achieve business objectives to support and exceed P&L account. Emphasis on employee engagement and departmental development. A large part of the role was financially based ensuring P&L monthly adherence to revenue lines. Other commitments would include personal training strategy for the 12 clubs in the region as well as group exercise/kids club timetabling and the extensive swimming program.

Brighton, United Kingdom

Personalised program design and nutritional plans were the key drivers within this role as clients were paying for bespoke 121 tuition to achieve their fitness dreams. Tailored nutrition plans/Structured 3-6 month training plans/Coaching to maximise potential