Experience

• 

  E.on uk

  Jun 2019 - now

  • Supported a team of 20 through coaching, acting as a focal point for the team as a result of expertise in subject matter, knowledge and experience. • Directed over 120 complex ECO complaints with in-depth knowledge and 95% were resolved within the complaint procedure timescales. Managed escalations and dealt with all customer queries relating to insulation/heating measures. • Performed to 8 agreed performance measures and targets, exceeding these wherever possible.• Utilised skills as a subject matter expert to deliver excellent customer service, provide solutions and support to specific issues or colleagues.• Delivered and tracked 6 Key Performance Indicator’s to maximise team performance, streamlining these where possible. • Established a disposition code tool to track 100’s of inbound call every week, to reduce unnecessary inbound traffic and enhance customer journey.• Delegated the resources, priorities and workloads a team of 20, whilst supporting team members to develop their knowledge, skills and experience. Show less • Provided excellent customer service supporting 100’s of business referrals through a complex, detailed customer journey.• Handled 100’s of vulnerable customer queries including potential complaints with tact, sensitivity to successful outcomes.• Completed appropriate digital grant documentation ensuring compliance with DPA/OFGEM regulations. Utilised 7 IT databases and CRM systems to track customer journey.• Contributed to team targets such as exceeding 7000 funded boiler installs in 2020 and participated in wider activities understanding business opportunities.• Implemented all good working practices including Health and Safety processes both in office and for customer escalations as required. Show less

  • Contract Delivery Manager

    Jul 2022 - now

  • Lead Advisor

    Dec 2020 - Jul 2022

  • Customer Service Advisor

    Jun 2019 - Dec 2020