Manage escalations sent from internal/external parties• Manage a team of 15, including work prioritisation and administration• Create high quality service by identifying system errors and fixing them to ensure our customer service remains excellent.• Ensure data flows are sent in a timely manner and that any errors are picked up and processed.• Ensure the highest of standards in billing timeliness and billing accuracy for our customers• Identify, analyse, manage, and resolve any meter exchange tasks• Highlight all process improvements and partake in continuous improvement work to fix them.• Build a harmonious relationship with our Tech team and work with them on continuous improvement.• Support our Customer Service team on ‘back office’ tasks to make things happen timely for our customers.• Exception management through reporting on system errors, customer numbers, erroneous transfers, billing timeliness, billing accuracy, amongst others.Manage all TRAS/RPS processes for Together Energy, reporting outcomes to my head of department. Manage 3rd party relationships (DC/DA/DR/MOP/MAM) to align data across the industry and Ensure priority for vulnerable customers.

Ensuring optimisation of make busy/offline activity. Ensure that all work is properly logged and prioritised. Processing holiday requests, including updating rotas and @work. Answering holiday queries from TM’s / advisors. Ensure that all ad-hoc reports and requests are dealt with within specific SLA.

Main duties include: Calling customers that had fallen into arrears to setup up payment plans. Training and mentoring new team members, main point of contact for Engagement Specialists. Ensuring all daily, weekly and monthly team targets are met. Side by side coaching and mentoring of team members to ensure quality of service and KPIs were being met, carrying out 1 2 1 reviews, implementing additional training if required for team member not meeting targets.

Main duties include: Outbound calls advising customers of all Virgin Media products, services and promotions, calling CSMA customers to advise of membership promotions, sales and working to achieve personal and team targets.

Main duties include: Dealing with inbound calls, advising customers of all Three products, services and promotions, calling existing customers, sales and working to achieve personal and team targets.