Experience

TEAM (Energy Auditing Agency Ltd.)

• United Kingdom
• Utilities
• 1 - 100 Employee

• Data and Recovery Team Manager

  • Jun 2021 - Present



Opus Energy

• United Kingdom
• Utilities
• 200 - 300 Employee

• Metering Team Leader

  • Oct 2017 - Jun 2021

• Invoicing Team Leader

  • Mar 2015 - Oct 2017

  Billing invoicing Team Leader



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Team Manager

  • Oct 2014 - Feb 2015

  Selected by Senior Management to manage a team of 10 data testing advisors Analysing and reporting results to Senior Project Manager. Key Stakeholder / Advisor for PPI Operations during planning. Responsible for the continuous development of all 10 advisors. Responsible for setting of all targets and KPI’s for NDA team .

• Team Manager

  • Nov 2013 - Oct 2014

  Responsible for the effective management and performance of a team of 17 contractors/temps and 4 permanent FTE integral to the PPI operation. Producing MI reports for senior operations managers and ‘Selecting the best’ candidates suitable for the operation. Responsible for setting SLA’s, KPI’s and managing via the performance management platformResponsible for ensuring staff attendance coincides with the workload, including a flexible working strategy including bank holidays. Perform monthly catch ups for all contractors and 1-1's for permanent staff to address any performance / personal concerns.Initiated a reward scheme for high performers and those who exude the correct behaviours  Ensure excellent team morale is maintained and a competitive drive to maximise teams workload. Responsible for teams quality scores and maximising effectiveness of individuals  Created quality tracking tool and accurate WIP management tool used by over 300 FTE.  Created internal SLA's used by all PPI staff to allow more efficient customer journey. Responsible for increasing the productivity of all under performers on a team of 40 FTE. Trusted to take on additional ad hoc tasks from Senior Management Show less

• Team Manager

  • May 2013 - Nov 2013

  I currently manage a team of 20, soon to be 36 within PPI complaints. My team are integral to the smooth running of the overall PPI complaints procedure. We gather all relevant data on the customer prior to investigation. I am heavily involved in change implementation with in my team and other areas of customer operations - PPI complaints.

• Lead Claims Advisor

  • Oct 2010 - Apr 2013

  Dealt with any policy queries internally and for customers. Dealt with any complaints that entered the department through to resolution. Had a normal workload. In addition to this became a referral point for third parties regarding audits and project work.

• Team Co-ordinator

  • Sep 2008 - Oct 2010

  Assisted manager with organisation of the general day to day running of the team. Dealt with high level complaints through to resolution. Distributed work loads. Became ideas person for the team and implemented many changes in procedures.

• Claims Advisor

  • Feb 2004 - Sep 2008

  Dealt with Mortgage Payment Protection Claims for the unemployed and sick customers.