Experience

• 

  Cappagh

  • London, England, United Kingdom

  • Planning Team Lead

    • Oct 2016 - Present
    • London, England, United Kingdom

    A privately owned utility infrastructure maintenance and renewals provider focussed on the water, wastewater, gas, and electric sectors. Offering unrivalled expertise, agility, and reliability to bring cost effective solutions.- Central first point of contact for queries from clients and contractors.- Coordinate and respond to all customer queries (including escalations and progress updates) within agreed timeframes.- Respond to formal written / email / telephone correspondence from customers and prepare formal responses in a timely manner.- Logging information on and updating the Client systems in line with the Data Protection Act.- Liaising with internal Operations Teams, Highways Authorities, Local Council offices, Clients, Contractors and Supervisors.- Act as an On-Call function for the Client, site teams and supervisors ensuring the continuation of works to avoid stand down/idle waiting time.- Provide advice, offer services and solutions that are tailored to the unique needs of each, and every customer but also support the delivery of operational and commercial success within the business.

• 

  Lanes Group plc

  • United Kingdom
  • Utilities
  • 700 & Above Employee

  • Customer Satisfaction Lead

    • Mar 2015 - Oct 2016

    - Coordinate and respond to all customer escalations.- Respond to formal written / email / telephone correspondence from customers and prepare formal responses.- Manage Consumer Council for Water (CCW) and Director Level Customer complaints keeping all parties informed of proposed solution and timescales.- Liaise with all stakeholders (office / field / client & supply chain) to coordinate and develop solutions to escalated cases / complaints.- Liaise with Company Insurance to manage and coordinate business response to refute / mitigate / quantify all customer / public liability claims.- Investigate and report with feedback and recommend potential improvements for all escalated complaints and service failures.- Take ownership of client / subcontractor customer service obligations and commitments to ensure they are fully implemented in accordance with agreed contractual arrangements.

  • Customer Coordinator

    • Jul 2014 - Mar 2015

    - Coordinate the planning/scheduling off engineer’s work.- Customer contact to ensure works are conveniently arranged and completed within timeframes.- Liaise with Thames Water and Customers for all wastewater related queries.

• 

  hibu

  • Reading, England, United Kingdom

  • Operations Team Manager / Operations Executive

    • Oct 2005 - Jul 2014
    • Reading, England, United Kingdom

    - Exception Management.- Escalation point for UK Area Sales Managers, and Processing Managers in the Offshore Operation units (India).- Liaise with areas of the business at both Senior Management and non-managerial level.- People management (Performance reviews, appraisals, coaching and disciplinary matters).- Devise & deliver training for the implementation of new processes / offshoring of tasks.- Report Reconciliation, Policy & Compliance Investigations.- Investigate and respond to queries raised by Senior Area Sales Managers.- Ownership of issues (internal and external customers) to ensure timely and accurate resolution.- Attend project meetings, recommend / implement changes to create more robust and efficient processes.- Devise & deliver training to assist with implementing new processes / transfer of UK Operations to offshore (India).- Ensure orders received from Sales are receipted and processed in a timely manner.

• 

  Morgan Baker Ltd

  • Ascot, England, United Kingdom

  • Sales Manager

    • Aug 2004 - Mar 2005
    • Ascot, England, United Kingdom

    Duties included negotiating prices and terms of credit agreements, completing day to day ledger accounts, and communicating with HM Revenues & Customs.

• 

  Amazon UK

  • Slough, England, United Kingdom

  • Customer Service Executive

    • Oct 2002 - Aug 2004
    • Slough, England, United Kingdom

    Resolve customer queries and liaise with internal departments, including Legal, Billing and Accounts, to ensure objectives were met, policies adhered to, and Customer Service levels maintained.