Vicky Kidd Email & Phone Number

Manage all dispatch activities including communications, development support and admin activities. Measure, monitor and challenge the performance of all aspects of dispatch and operational activities, including safety, customer satisfaction, standards of service, productivity and utilisation of resources.Manage and develop high performing, flexible and innovative teams, including staff appraisal and development. Work in close laison with network managers and staff to review all aspects of the business in a cost effective manner.Assist with planning, evaulating and modifying the systems used to ensure efficiencies. Prepare reports, MI, handle complaints and resolving the same.Handle Incident Reporting via NGIS website, escalating and providing necessary information to all levels of Management, PR, HSE, Shippers and Suppliers. Also responsible for BCM and evacuation checks of site and fallback site, taking ownership of the building and equipment.

Manage a team, monitoring call time SLA's, carrying out 1 to 1 quality monitoring, giving feedback and coaching as required. Handling and resolving escalated calls and compliants and montoring the same. Managing call volumes and queues and adjusting resource to suite. Assist the Area Operations Manager with various tasks and incident handling.

Manage a team, receiving,issuing and progressing reported gas escapes, other emergency and meterwork, ensuring SOS are maintained. Deal with enquiries and complaints from District Managers, general public, shippers and other users.Carry out quality monitoring, giving coaching and feedback to assist agents performance and development. Hold weekly discussions with my team to discuss reducing AHT, improving personal development and arranging cross flexing with other departments.

Education record

studied secretarial skills

Education record