Tony Baker Email & Phone Number

United Kingdom

Leicester, United Kingdom

OutlineBeing responsible for the knowledge and learning of Customer services and credit and collections for frontline agents and their managers. Using data to drive performance and being the central ‘go to’ support for training managers how to effectively coach their people and deliver great results.Key responsibilities· Observe and assess team managers.

Leicester

• I Lead a team of complaint handlers and technical experts. In the short time I have managed the team I have:
• Introduced a new tracking system for their utilisation
• Captured insight to improve the way we deliver support
• Used the insight to identify skills and knowledge gaps
• Standardised the support mechanism to ensure a better and more consistent approach
• Develop support tools and utilise experts to create training and support development

Leicester, Leicestershire, United Kingdom

I manage the team of complaints handlers that deal with 3rd party complaints from the Ombudsman Services Energy, Citizens Advice Bureau extra help unit, Trading standards, the police and legal channel. I also have to manage external stakeholders, building and maintaining relationships with each of the agencies. I have to produce details of our performance.

I lead a team of highly motivated and committed individuals that specialise in resolving complaints received by the British Gas Executive team, from MPs and via social media. These people are the best at what they do and it is my job to help them stay there. I use my project management skills to manage the confidence of the senior leaders and to identify.

Leicester, United Kingdom

I delivered projects and supported the creation the debt strategy for smart technology within the Credit Risk area of the business aiming to reduce debt exposure and risk to the business, whilst increasing customer choiceMy projects supported and included: Operational cost reductionSmart technology testing and product developmentIndustry compliance risk.

I managed a team of 10 account managers responsible for a small portfolio of 30k custoers and a value of circa £3.6m, and made sure my eam were successfully growing the portfolio through lead Generation, improving DD penetration and delivering exceptional customer service.