Ashton Briggs

Experience

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  SSE plc

  Apr 2014 - May 2020

  ● Accountable for creating, agreeing, and delivering the annual smart demand strategy and plan across a customer base of 5 million.● Led and developed a team of ten performance managers and project managers, fostering their growth and ensuring alignment with organisational goals.● Performance managed twenty-two different demand-generating channels, optimising efficiency and effectiveness.● Represented SSE at industry lead meetings, providing insights and contributing to industry-wide discussions.● Implemented a program of new initiatives and optimisations to engage a broad and varied customer base in Smart metering, driving adoption and awareness.● Successfully delivered business targets and company revenue requirements, navigating challenges posed by the global pandemic. Show less • Led continuous improvement initiatives using the DMAIC approach, resulting in a 25% increase in process efficiency.• Managed end-to-end project delivery using Microsoft Project, ensuring all milestones were met on time and within budget.• Conducted detailed data analysis to identify root causes of process inefficiencies, implementing solutions that enhanced productivity.• Coordinated and facilitated workshops with key stakeholders to identify improvement opportunities and develop actionable plans.• Implemented process changes that resulted in a 15% reduction in operational costs and a 20% increase in customer satisfaction.• Provided regular updates and reports to senior management, highlighting project progress and achieved outcomes.• Fostered a culture of continuous improvement within the organisation, encouraging team members to identify and suggest process enhancements.• Conducted training sessions to ensure staff were equipped with the necessary skills and knowledge to implement new processes successfully. Show less • Successfully led and managed a team of 100 customer service representatives, enhancing overall service delivery across multiple channels.• Oversaw daily operations, managed escalations, and ensured the resolution of complex customer issues within established timeframes.• Launched three new business departments, achieving operational success and seamless integration into the existing organisational structure.• Conducted regular training and coaching sessions for team leaders and representatives, improving performance and fostering professional development.• Analysed customer feedback and performance metrics to identify areas for improvement, leading to a 15% reduction in customer complaints.• Collaborated with cross-functional teams to enhance customer experience and streamline service processes, resulting in a 10% reduction in average handling time.• Developed and monitored key performance indicators (KPIs) to track and improve departmental performance against set targets. Show less

  • Programme Manager

    Aug 2018 - May 2020

  • Project Manager

    Jul 2016 - Aug 2018

  • Customer Service Manager

    Apr 2014 - Jul 2016
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  OVO

  May 2020 - Nov 2021

  Programme Manager

  (OVO Acquired SSE Retail)● Developed and executed the annual smart demand strategy for a customer base of 5 million, aligning with company revenue goals and regulatory requirements.● Led and mentored a team of ten performance and project managers, fostering a high-performance culture and ensuring successful project delivery.● Managed 22 demand-generating channels, optimising customer engagement and achieving business targets despite the challenges posed by the global pandemic.● Integrated smart demand functions across four different brands, streamlining operations and ensuring resource optimization within the OVO group. Show less

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  Utility Warehouse

  Nov 2021 - Jun 2024

  Programme Manager

  ● Led an industry-leading smart meter rollout programme, achieving a 72% smart penetration rate, significantly exceeding the national average of 60%.● Directed programme planning, delivery, and governance across multiple business units and external contracts, achieving 118% of regulatory annual targets.● Implemented a continuous improvement programme, increasing conversion rates by 20% and reducing installation costs per appointment by 39%.● Managed performance metrics for both internal and third-party contracts, ensuring alignment with internal and industry targets while maximising cost benefits.● Represented the company at industry forums and authored responses to government and regulatory RFIs, enhancing the company’s profile and influence. Show less

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  SMART ENERGY CODE COMPANY LIMITED

  Sept 2024 - now

  Industry Operations Manager