Simon Hatton Email & Phone Number

Andover, England, United Kingdom

Redhill, United Kingdom

Responsible for managing the Contact Centre (inbound & outbound), Complaint & Proactive Outbound teams (Including Root Cause) and back office teams. c35 headcount.

Redhill, England, United Kingdom

Leading a wide array of SES Customer Operations to deliver on key deliverables including Collections, Community Engagement, Billing, Workforce & Planning, Customer Services, Complaints and back office functions. c60 headcount.

Redhill, England, United Kingdom

Responsible for managing the end to end collections processes, inclusive of Affordability Schemes, Priority Services management and planning, Debt recovery and deliquency cycle management, Customer experience strategy and innovation. c14 headcount.

Redhill, United Kingdom

Building a team that delivers the highest standard of customer service achievable andmeets the guidelines outlined in both our Customer Charter and set by our Regulator,Ofwat. Working innovatively; promoting a ‘best practice’ culture, and applying a focus toproactive customer service. Forecasting contact volumes and scheduling the Team to ensure they are.

Redhill, United Kingdom

Drive and deliver continuous service improvement through insight and Project Management.

Worthing

Escalation point for front line issues. Responsible for improving processes in the Contract Managementfunction. Ensuring key business deliverables are met. My duties included:Resolving escalated customer complaintsHeading continuous improvement teamResponsibility for reviewing and authorising additional spend (in excess of contracted works)Coordination of.

Worthing

Providing micro-management of poor performing or business critical Customer portfolios

Worthing

Responsible for providing collections MI to senior management

Worthing, West Sussex

Responsible for the management and governance of our Business Process Outsource (BPO) and Contingent & Purchased (C&P) portfolios, maximising ROI whilst maintaining performance quality. My central function was to maintain and deliver continuous improvement by way of resource management and delivery of business performance metrics.

Worthing, West Sussex

• Core Functions/Responsibilities within this role were:
• To effectively manage and be accountable for a team of telephone negotiators
• Ensure all company SLA's adhered to, inclusive of: Complaint Handling, Email Responses and Client Stipulations
• Conducting appraisals and regular reviews
• Coordinating HR matters alongside the Collections Team Manager
• Building and maintaining Client relationships