Contractor

• Sep 2022 - Present

Complaints Team Manager

• Dec 2021 - Sep 2022

Customer Care Team Lead

• Jan 2021 - Jan 2022

• Coaching, developing, and supporting the customer service team to unleash their full potential.• Supporting the team with the most difficult queries and empowering them to build their knowledge around complex issues.• Ensuring the customer service team meet their KPIs and SLAs whilst maintaining excellent customer service and reporting on this weekly.• Allocating workload to the team to maximise resource and meet operational targets.• Connecting with the team to keep them motivated and engaged.• Managing the team’s performance and providing feedback to team members so they can improve, develop, and learn.• Promoting awareness of vulnerable customers and providing the best support through service.• Proactively manage my own workload and personal development.• Effectively collaborate with relevant internal stakeholders.• Managing escalated contacts.• Driving innovation with how we interact with customer queries and/or concerns.• Helping to maintain a great working environment, with high standards of behaviour and professionalism.• Conducting regular 121’s including setting team and individual goals and development plans.• Overseeing the team’s quality, inspiring the team to continuously improve the overall quality and performance.

Complaints Executive

• Sep 2020 - Jan 2021

• Handling escalated complaints to a satisfactory resolution• Responding to customers and third parties such as CAB, Ombudsman Services, and energy support agencies regarding ongoing complaints.• Managing ombudsman complaints via the OS portal, ensuring that deadlines were not exceeded.• Providing insight to the business on complaint drivers, complaint analysis and providing suggestions on complaint prevention• Ensuring the complaints procedure is embedded into the customer service team and providing feedback for compliance issues• Communicating with customers with compassion, empathy and understanding to work towards a resolution to their complaints• Monitoring and managing complaint cases, being proactive in keeping customers up to date and adhering to time limits.• Ensuring I complete my duties to a high standard of quality ensuring I focus on first contact resolution to resolve complaints to a satisfactory level as early as possible.• Being an effective communicator both verbally and in writing as I would need to write up case files, official letters, and reports with clarity.• Taking ownership of complaints that have been escalated, analysing key points through the customer’s journey that have led to the raising of the complaint. Providing impartial case files and making decisions for resolutions within tight timescales.• Continuously developing my knowledge of the Energy sector, legislation, and regulations.• Working closely with a small team to manage workloads and maintaining customer satisfaction. Sharing best practice with team members and coaching other teams around the business on complaint resolution.• Investigating breaches of General Data Protection Regulations and providing reports to the compliance manager.

Customer Service Team Manager

• Jul 2020 - Sep 2020

Customer Care Team Leader

• Sep 2015 - Jan 2020

•Managing all aspects of customer care including work allocation, rotas, quality monitoring and escalations•I provide my team with coaching so that every advisor has the knowledge and skills to undertake their roles•Ensuring that all customer interactions are compliant•Undertaking regular performance reviews and 121s, undertaking performance management of under-performing team members•Regularly undertake call and email quality monitoring and to provide high quality feedback to team •I contribute to the design and implementation of customer care processes and documentation•Ensure I identify and share any opportunities for improvement within the team and more widely within Bristol Energy•Supporting recruitment, training and induction•Any other activities which support the day to day operation of Bristol Energy