Tom Lines Email & Phone Number

Glasgow, Gb

Coventry, Gb

Scrum Master working in change enablement to support and coach self managing Agile teams.

Bristol, England, United Kingdom

Delivering operational and transformation projects. Managing a change team and reporting to Director level.

Coventry/Nottingham

Responsible for the management and implementation of large, UK wide and local change projects.

Coventry, United Kingdom

UK residential compliance ManagerI assist in the development and maintenance of a robust audit framework across residential sales channels, both internal and external. Managing a team of 11 auditors, it is my job to ensure they adopt a consistent approach, working within company and regulatory standards to deliver compliant sales in a clear, fair and transparent manner. Working within the guidelines of fair customer outcomes to achieve our goal of becoming our customers trusted energy partner. Responsibilities & Successes:•As an external candidate to EON I have managed my own development and that of 6 external auditors, set up a brand new department within Coventry and consistently maintained links with the larger team at Nottingham, creating a base from which the department is now able to grow.•Delivering key improvements in monitoring of KPIs, such as calls marked, to ensure a fair and consistent process. Allowing easy and quick access for performance improvement data.•Liaised directly with the training department to oversee and provide training for new scripting and guidelines in both Doncaster and Newstead. Guiding a mixture of agents through the learning process.•Daily/Weekly monitoring of individual and team results. Identifying and implementing coaching and development needs to review and improve poor performance.•Give immediate and ongoing feedback and coaching on call quality evaluations to allow auditors to continuously improve.•Managing through periods of change including the delivery of new and improved marking guidelines. Taking an active role in the training process to assist people with varying learning styles.•Manage HR company procedures, including performance management, sickness and absence or disciplinary investigations.•Ensure the welfare of team members.•Support my own personal development and seek guidance from management and training team. This has included being main focal point within SQ&C for roll out of process improvements.

As a team leader I manage a team of up to 25 people. This will include coaching/mentoring, one to ones, return to works/welfare meetings, flexible working requests, disciplinary meetings, controls and checks on a monthly basis. Using effective coaching I strive for my team to hit all KPI’s

Being the final point of call for the customer it was myself that would discuss income and expenditure, find solutions regarding debt and arrange for the setup of a suitable product (either a debt management plan or IVA)

Coventry, United Kingdom

Working face to face with the customer i would deal with every day banking needs. Payment of bills, transfer of money, money in money out. Part of my role was also to look for possible sales and leads. This would mean finding customers’ needs for products through good rapport.