Telephony Support Analyst, Telephony Infrastructure, DTS, Centrica.

Day to day management of the New Connections IGT, SMART and Support Functions at British Gas.IGT - Managing the team of six responsible for engaging with all independent gas transporters throughout the UK. Dealing with all new connections sites from single new connections to the biggest building sites across the UK, working with some of the biggest housing developers in the country. SMART - Managing a team of four responsible for ensuring successful SMART meter installations are made for over 5000 new connections each week. Providing analysis and instructions to other areas of the business in order to make as many installs as possible fully SMART prior to end users moving in to their new homes. Engaging with anyone from front line agents to field engineers, problem solving and providing support wherever it's needed.Support - Managing a team of three responsible for working registeation exceptions which ensures supplies are registered when they should be ready for metering. Working metering exceptions to ensure jobs that are raised by front line agents are correct and will go ahead first time. Liaising with gas networks to create MPRN's for customers with live supplies prior to meter call off.

To lead, inspire and engage a team of call centre and administration support agents who deliver industry leading customer service to our larger national developers and high value customers. To increase the profitability of the business, remaining committed to treating customers fairly. To continually look to improve our in house business processes to ensure we deliver service excellence which will ensure we defend, retain and increase our existing market share in the New Housing Market. To drive efficiencies within the team and build on the relationship with the Regional Development Managers in the field. Ensuring every new home in receiving a fully operational SMART meter set up and attempting to provide additional services like HIVE to make the Smarter Home a Connected one.

Arranging for new gas and electricity connections for existing housing and new build developments in the domestic sector. Working with the general public and also builders/developers. Working to FSA regulations, ensuring compliance across the department and monitoring work to make sure it's compliant. Using a number of in house programmes but also SAP. Another part of my role has been recruitment. Interviewing potential candidates for our department and liaising with management when deciding which interviewees to employ. I then have the responsibility of the new starter inductions and the training of the new starters who are coming in to our department. I work closely with a number of teams coaching/developing new and existing staff and dealing with high level and complex queries that any of the teams need to pass on. In addition to these roles I also plan and schedule the staff for the largest call taking team of the department and produce quarterly forecasts for all of the call taking teams on the department using previous call volumes and trends in call times.

Working in the UK, Dubai, Brazil and a few other countries as a Quality Assurance Technician. Ensuring compliance of all work to ISO and ASME standards. Also controlling correct use of materials and qualified personnel to carry out work. I also carried out inspections including welding inspections. Mainly the work was for vessels, oil rigs and power stations.