Tom Cusworth Email & Phone Number

Leeds, Gb

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Leeds, United Kingdom

Active input and influential voice in design and rebuild npower’s customer facing website.Coordination and delivery of customer insight surveys.Cross-functional working encompassing areas from regulatory teams, design studio and copywriting, digital and customer insight.Management of both senior and junior stakeholders to ensure delivery of key projects.Delivery of in depth analysis into different customer profiles.Support on large scale industry programmes of change.Creation and management of team administration tools to help govern workloads and team capacity.

Responsible for the creation, management and implementation of new and existing policies into the Sales & Marketing area of npower business.Leading on effective policy implementation.Delivery of 8 key strategic policies into small to medium enterprise (‘npower business’) segment.Ensuring that policies are written in a manner which is easily understood and is translatable across the business.Involving key stakeholders from relevant areas to ensure awareness of policies.Supporting implementation of operational changes that have been enacted by higher level policy changes.Lead administration and organisation of monthly director-level regulatory steering committee meeting.

• Indirect responsibility for sales performance of circ 150 internal staff and 60 outsource resource• Responsible for the successful implementation of several change projects within the SME Telesales area.• Consistent engagement and communication with key business areas such as Compliance, Legal and Regulation.• Successfully manage and develop existing processes and working documents.• Increased Lead generation from Post Sales team into new acquisition teams, resulting in increased sales output in line with business plan.• Worked with relevant stakeholders to increase GM on contracts sold within SME Telesales.• Embedded performance enhancement tools and KPI models in order to drive productivity across all teams.• Providing regular performance updates to senior management figures within the business area.• Contributing to and supporting with the implementation of new software across the entire SME business.• In depth analysis into sales teams’ performance, identifying development opportunities and reporting recommendations to senior management figures within the business area.• Key involvement in the EOS project, acting as a local lead in developing training and process documentation, whilst engaging with key stakeholders in order to effectively help implement and operationalise new Telesales processes.• Lead coordinator for testing within business area for large IT based change programme.• Delivered a comprehensive Skills Matrix for the Telesales area, allowing key stakeholders such as Training and Recruitment to track resource and agent skill levels.• Responsible for delivery and maintenance of the performance management framework across Business Telesales

• Successfully welcoming customers to npower after point of sale, confirming all intricacies of the contract are correct.• Maximising go-live through effective investigation, management and overturn of objections from existing suppliers. • Communicating with key stakeholders to ensure go-live KPIs are met.• Continuous improvement of existing processes to maximise efficiency.• Coaching sales channels in order to increase quality of sale and customer journey.• Support and coach new starters in order to support their development to full competency within the role.• Communicating KPIs to team members through daily KPI reports.• Identifying and communicating development areas for sales advisors/channels through obtaining feedback from customers after point of sale.• Collating competitor information either through direct contact with other suppliers or through chain of communication with customers. • Actively contributing to the SME telesales business plan through lead generation.• Effectively managing buyer’s remorse through re-selling the benefits of npower to potential customers post contract agreement. • Team ambassador for Post Sales in various workshops – continuous improvement, change improvement. • Chairing and participating in daily team meetings. • Appointed SMART/AMR Champion for Post Sales – attending AMR workshops and communicating key points back to the Post Sales team, ensuring that advisors are up to date with the implementation of AMR meters. • Detailed systems knowledge – Siebel, GMS, Salesforce, Ecoes, Xoserve, RTS, Sharepoint, MS Word, MS Excel, MS Powerpoint. • Route cause analysis of various issues affecting go-live and customer satisfaction.

Am2S, Electrician, Distinction

Bachelor Of Arts (Ba), English Language And Linguistics

Education record

A-Levels: English Language (A), Sociology (A), Business Studies (B)