Experience

Vodafone Business

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Team Leader, Global Service Desk

  • Feb 2020 - Present

  • Managing 15FTE which includes Customer service advisors, project leads and Analyst to ensure delivery and improvement of overall customer impacts and process improvements• Managing internal and external stakeholders to deliver Business improvements of their service improvements and incident management portfolios• To engage, motivate and inspire people towards common goals and business strategies.• Driving employee engagement and People wellbeing through delivery of regular, effective and consistent 121’s, coaching and feedback sessions, communications, Daily huddles and Team meetings and development plans. • Incident and Escalation Management – Empowering my people to take ownership and drive resolution of incidents within agreed SLA’s. Supporting and escalating on behalf of our customers ensuring clear communication is given throughout the incident to ensure that we are doing what’s right for the customer and fully compliant to all regulatory requirements.• Customer experience and placing customers at the heart of everything we do - through Quality Management and coaching of customer calls, soft skills, incidents and escalation management. • Develop our people to be the best they can be by delivering clear and agreed objectives to your team. • Key stakeholder in the Senior Leadership team notification process for Risk Management and optimising processes• Supporting Capacity and Performance Management activities – working closely with the Operations manager as succession and development plan to lead and manages various project and activities, engage and motivate other leaders• Project Lead for all Change and Problem processes for customers to ensure effective delivery into Operations and Leadership teams.• Creating monthly reports and analysis for presentation to higher Stakeholders to provide visual performance output and growth results



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Project Delivery Lead & Business Resilliance Analyst (Projects, Portfolio Management role)

  • Mar 2018 - Aug 2019

  • Leads, manages and implements end to end portfolio projects for British Gas from the change implementation and proposition team into service operations in line with the strategic growth agenda which covers Tariffs, Sales, Services and Growth transformation.• Contribute to the work stream to deliver objective to agreed targets, including using best practice and project management methodologies to increase the profitability of the business while remaining committed to treating our customers fairly• Manages the project deliveries that are in line with the national change programme managers into our customer services sales and operation channels, this includes delivering change in all 6 UK sites and offshore & outsource sites covering India, South Africa• Work very closely with Programme Managers in line with our business strategies and manage expectations accordinglyo Manage projects against the change requirement and operational opportunitieso Ensure impact assessment are recorded and managed for the key areas of the business readiness and delivery for operational functions within the wider business strategic planso Understand the implications of project proposals and the controls required to deploy themo Facilitation of end to end project lifecycles plans and customer journeyso Deliver workshops and involved in the creation/build of new products from the programme delivering to end users• Deliver all business projects and activities and successfully deploy initiatives into our customer operations• Ensure the quality for deployment of new technologies exceeds standards in line with internal and external regulators• Collate, analyse and present sometimes complex information, in line with requirements, policies and procedures to different stakeholders using presentation toolsManage stakeholder meetings discussing ongoing/upcoming changes, highlighting risk and mitigation plans to ensure we are continually able to support our people and customers

• Business Assurance Manager (Compliance, Audit, project and people management role)

  • Aug 2014 - Feb 2018

  - Managing 18 FTE to delivery all business requirements in line with FCA regulationsCreate and maintain a sustainable assurance model to ensure sales activities comply with FCA and OFGEM Regulators’• Determine, communicate and manage key performance indicators for compliance and ensure any breaches are addressed.• Maintain a comprehensive audit trail which can be made available at short notice for both internal and external audit.• Identify any operational and regulatory risks, escalating as appropriate.• Ensure customer related information systems are operated to the required standard• Work closely with the HR Business Partner and HR Manager to support robust talent and succession strategies• Investigate and report on regulatory breaches as required by Sales Quality Assurance Managers and recommend actions.• Develop new techniques and continuously improve existing regulatory risk measures and metrics.• Work with the Customer Service People Team’s and across the wider business to identify and implement best practice• Conduct assessment of regulatory impact and reporting to higher stakeholders.• Quality assurance checks and audits to the level agreed with all business units and stakeholders.• Communicate regulated or internal change in consultation with the central Compliance team to ensure understanding,• Implement projects to improve performance and /or efficiency of quality assurance activity.

• Performance Coach (Growth Transformation & Project Management role)

  • Apr 2012 - Aug 2014

  • Working closely with the Business Growth programme and strategy, agreeing/setting goals and implementing different project management methodologies including waterfall • Ensuring all our customer values are implemented throughout all our services channels, meeting our customers high demands and adhering to our motto to keep things simple whilst treating our customers fairly• Using different coaching skills/techniques to work in line with our transformation programme, listening and providing feedback to all stakeholders to improve our growth agenda whilst effectively putting our customers first• Use simple innovative principles by making a great idea count, share best practices and lessons learnt • Launch and promote new products & services to the business and use different workshops channels to bring to life• Enhancing the overall relationship and customer perception of British Gas – being there for our customers’ needs• Review growth performances regularly to ensure all target are met• Show flexibility in approach and apply insights of emotional intelligence • Identify opportunities and risk where appropriate, to enhance overall customer experience

• Team Manager

  • Jun 2010 - Apr 2012

  • Instil a customer focussed culture and a right first time approach, coaching and developing the team to maximise sales opportunities and value to the business.• Motivate and engage the team to deliver against operational targets and business strategy whilst working towards continuous improvement• Manage operational and regulatory risks, escalating as appropriate• Implement initiatives to support the delivery of key objectives which include employee engagement, wellbeing and retention etc.• Manage operational and regulatory risks, escalating as appropriate• To effectively use Management Information, collating and providing data and analysis as required, and readily make value and cost driven decisions• Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role and, in particular, to promote a culture where customers are treated fairly and are properly informed• Apply British Gas values in all day to day activities.

• Customer Service Advisor

  • Sep 2008 - May 2010

  • Being part of our contact centre team, first point of contact for our customers, delivering excellent customer service• Answering and resolving customer enquiries and demonstrating ownership of the problem• Dealing with customer issues and complaints to ensure all calls are dealt with right first time• Proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise• Taking the opportunity to promote and cross sell to each customer as appropriate. This may include insurance based products• Identifying opportunities, where appropriate, to enhance the customer experience through accurately promoting and selling the benefits of our products and services