Experience

Principality Building Society

• Financial Services
• 700 & Above Employee

• IT Service Desk Manager

  • Apr 2022 - Present



SSE plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Team Manager

  • Apr 2021 - Apr 2022

• Sales Coach

  • Feb 2017 - Apr 2021

  Act as a consultant to salespeople and provide helpful advice on coping with job-related challenges. From new and existing employees with a wide range of skills and experience. Responsible in identifying individual and team training needs and putting a plan in place to ensure this is delivered. Developed material, including presentations, sales scripts and case studies for additional guidance and allowing employee to adapt this to their own unique style.Created and implemented incentives to help maintain motivation and energy within a fast paced environment. Show less



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Team Manager

  • Jul 2008 - Feb 2017

  To line manage up to 15 complaint handlers dealing with billing, metering and energy company transfers. This covered two brands of association including British Gas and Sainsbury’s Energy. Main roles and responsibilities: - Sets targets, implement guidelines, and assist with any issues the employees may have. - To ensure that all members understand the team’s objectives and work together to achieve it - Led a warm handoff complaints trial to limit customer wait times in relation to bringing a resolution to their complaint. - Developed my team by supporting their PDP’s and goal maps - Absence levels within the team at 3 Days per FTE – best results on CSM annually - Hosted numerous VIP visits including Chris Weston, Customer Panels and Senior Leadership Team. - Implemented and deployed numerous working changes whilst exceeding BAU expected performance - Coached and supported the management team in the CSM group to deliver a step change in how their team’s service dissatisfied customers and how to improve LBB’s and KPI’s through data analysis and presentation. - My leadership skills were recognised by the leadership and I was chosen to attend Top 50 Team Leader conference 2016. - Attended external courses such as Coach in The Box and T2: UK Psycholinguistics and behavioural training, Look Who’s Writing and Look Who’s calling. Show less