Stephen Guy Email & Phone Number

During my twelve years at Liberata I have demonstrated myself to be reliable and productive, capable of working both independently and as part of a team to achieve objectives and maintain a high standard of work.I have previously processed within both Revenues BPO and Capacitygrid where I have carried out revenues work across a variety of contracts and systems with extensive processing experience on both NEC iWorld (Northgate) and Civica (Academy) as well as review products including the Single Person Discount Review, Empty Homes Review and Mobile Homes Review. I have experience in using NEC Information@Work, NEC Enterprise and Comino.In both 2020 and 2021 I achieved a 100% quality rate and I believe demonstrates my ability to maintain a high level of quality. While processing I also consistently exceeded the productivity benchmarks.While working as a Revenues Quality Officer I implemented new processes for Capacitygrid, including introducing a mentoring spreadsheet to help in assigning the AQ support, recording the outcome of queries and assisting in identifying training needs. I also established a process to record outstanding procedure updates.I created new procedures and updated existing procedures to reflect requirements conveyed by team leaders and clients and to resolve issues I identified. To help maintain a high standard of work across the department I cascaded information to officers to increase awareness where required as a result of client feedback, issues identified following mentoring requests or discovered during quality checking. In my current role as a Service Team Manager I have managed 11 Revenues Officers including 4 who successfully passed their probationary period while on my team. I have liaised with client contacts and engaged in regular communication with senior team leaders to ensure that the requirements of the client are being met.I possess experience in verbal and written communication, both internally and externally, and during my time working from home I developed an appreciation of the challenges to effective communication which can be caused by remote working. Managing officers in probation and leading new starter training has resulted in me providing assistance and support to new employees and establishing an understanding of the requirements in helping facilitate their development.I am also an active participant of team meetings and the employee forum. As part of my current role I undertake regular review meetings to monitor performance and also host a monthly meeting with my team.

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  Lancaster University

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