Experience

Trent & Dove Housing Ltd

• Project Manager

  • Dec 2017 - Present

  Burton on Trent



RWE npower

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Operations Manager

  • Sep 2014 - Present

  Burton upon Trent, Staffordshire, United Kingdom Lead and manage the Front Office Operational Team. Maximise efficiencies within the Contact Centre to meet business plan volume and cost whilst maintaining high customer service standards, delivering our customer KPI’s. Ensure provision of optimal staff/customer ratio levels in line with the sales & demand plan. Development of strategies/shift patterns to maximise resource levels and minimise cost to peak/non peak customer volume requirements for all service elements including… Show more Lead and manage the Front Office Operational Team. Maximise efficiencies within the Contact Centre to meet business plan volume and cost whilst maintaining high customer service standards, delivering our customer KPI’s. Ensure provision of optimal staff/customer ratio levels in line with the sales & demand plan. Development of strategies/shift patterns to maximise resource levels and minimise cost to peak/non peak customer volume requirements for all service elements including emergency work. Manage to all agreed SLAs, business plan targets and cost per policy Manage all exceptions and queries through relevant systems from customer/ clients from a variety of sources. Be the first point of contact for queries from a variety of sources (external and internal) – ensuring appropriate hand offs where relevant. Driving a continuous improvement culture to ensure that best practise is adopted. Liaise with key interfaces within Energy Services and Retail to ensure that the Contact Centre ‘back office’ provides services as required by the Business and our customers in a timely and cost effective manner. Effective management of the contact centre population ensuring support as required to the customer base within the required service hours including the management of sickness levels, absenteeism and attrition. Take personal responsibility for Health and Safety within the Contact Centre team on and ensure that all policies, procedures and long term Corporate goals are adhered to. Analysis of various call trends and work profiles allowing for appropriate forecasting to identify optimal resource requirements whilst minimising unnecessary overtime and shift payments.

• Team Manager

  • May 2011 - Sep 2014

  Burton upon Trent, Staffordshire, United Kingdom Manage the team by ensuring targets and objectives are met whilst still enabling to improve the customers’ journey throughout the debt collection , complaint and Sub contractor process. Managing and monitoring daily workloads to ensure the team are organised to deliver expected results in timely manner to ensure customers are turned into fans Meeting strict targets and deadlines in line with departmental goals Developing the team to manage all aspects of debt collection and complaints… Show more Manage the team by ensuring targets and objectives are met whilst still enabling to improve the customers’ journey throughout the debt collection , complaint and Sub contractor process. Managing and monitoring daily workloads to ensure the team are organised to deliver expected results in timely manner to ensure customers are turned into fans Meeting strict targets and deadlines in line with departmental goals Developing the team to manage all aspects of debt collection and complaints through to resolution by ensuring all staff are aware of processes in place and information is available to assist them Provide support and direction to the team Provide customers and team a point of contact for all escalated queries for all areas of hometeam and be responsible for investigating and resolving a broad range of complex queries with internal and external parties as necessary to deliver an appropriate acceptable resolution Identify root cause analysis for each complaint and discuss with management on a fortnightly basis to understand problem areas and what resolutions are required to reduce further complaints for the same reasoning. Hold monthly one to one sessions with each member of the team so each member is aware of targets and objectives expected of them and to encourage personal development through training to ensure skill level are appropriate within the team. Give constructive feedback on performance, handling difficult conversations with integrity and offering support to those that need further assistance. Hold weekly team meetings to encourage team building and relationships giving each member a good environment to give constructive feedback to myself on my performance. Relationship Management with internal & external providers in order to deliver objectives and enable continuous performance improvement and maximise potential. Develop existing Team Members to reach their Personal Development goals, giving opportunities both within the team or external areas.

• Subject Matter Expert

  • Jan 2011 - May 2011

  Burton upon Trent, Staffordshire, United Kingdom Active involvement in Project management, creating and negotiating delivery of new process and systems. Managing and monitoring daily workload Meeting strict targets and deadlines in line with project delivery dates Process and system migration Identifies and approaches colleagues who are good sources of information to enable work goals and targets to be achieved Attending process workshops Reviewing project documentation feeding back any comments to the project lead… Show more Active involvement in Project management, creating and negotiating delivery of new process and systems. Managing and monitoring daily workload Meeting strict targets and deadlines in line with project delivery dates Process and system migration Identifies and approaches colleagues who are good sources of information to enable work goals and targets to be achieved Attending process workshops Reviewing project documentation feeding back any comments to the project lead Creating, maintaining and testing LWP’s and training material Writing test scripts System regression testing and configuration through UAT Out of hour deployment support Key Business lead/support Designing and managing processes to optimise customer experience A structured approach to problem solving and managing change that consistently delivers the appropriate solution and planned return on investment by engaging the relevant business owners and involved team.

• Senior Finance Administrator

  • Jan 2006 - Jan 2011

  Burton upon Trent, Staffordshire, United Kingdom The focus of the role is to accurately set up and maintain all Membership accounts relating to the hometeam Membership area of the business and process customer direct debit payments correctly and in a timely manner to minimise aged debt.



Trent and Dove Housing

• Customer Insight Officer

  • Dec 2017 - Aug 2018

  Burton on Trent


HomeServe
• United Kingdom
• Individual and Family Services
• Operations Manager

  • Jan 2017 - Dec 2017


Wincanton

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Senior Warehouse Worker

  • Jun 2003 - Dec 2005

  Burton upon Trent, Staffordshire, United Kingdom General Warehouse Work: Dealing with all Health and Safety issues within the warehouse and being main point of contact for employees who may require support with any issues or queries.