Mohammed Daji

Experience

• 

  National Grid

  Sept 2011 - Dec 2019

  Working within the Customer Centre on the call handling team, myself as the Floor Controller will work closely with the floor assistant to deliver the emergency call handling service on a daily basis and to provide expertise for Business Continuity Management and Telephony capability 24 hours a day, 7 days a week. •On day delivery of the Emergency call handling service in Hinckley and Leicester Customer Centres •Incident Management delivery•Monitor Gas Distribution Front Office systems and telephony systems. •Manage planned and unplanned Business Continuity Management events •Work with the real time adherence team to manage on day standards of service •Deliver Contingency Action Plan skill competence across sites •Drive a reduction in floor support calls •Provide communications to key stakeholders Show less

  • Floor Controller

    Sept 2016 - Dec 2019

  • Process Support Supervisor

    Nov 2015 - Aug 2016

  • IPCC Telephony & Systems Technical Support

    Aug 2014 - Nov 2015

  • Customer Service Advisor

    Sept 2011 - Aug 2014
• 

  Cadent Gas Limited

  Apr 2017 - now

  The Scheduling and Dispatch team provide administrative assistance operating 24 hours a day, 365 days a year, to contribute to the achievement of departmental and Business objectives. You will be required to provide shift leadership to an operational 24/7 scheduling & dispatch centre team up to a maximum of 80+ indirect staff on a shift basis to provide a full range of administrative support activities.• Manage a shift team of staff to ensure the provision of a performance orientated, cost effective, customer focused service• Actively demonstrate and promote the Cadent Values, and positively contribute to a customer oriented approach• Ensure each team member understands how they contribute to the success of the team (Line of Sight)• Demonstration of a detailed understanding of the company’s performance management process, personal development, managing poor performance and sickness absence• Ability to motivate staff to achieve targets in periods of high workload · Analyse and interpret data to manage operational and team performance• Influencing skills – ability to dynamically change and influence a team’s performance• Performance excellence – able to manage across a multi-disciplined team to drive performance excellence and productivity• Adaptability of style – able to change style and approach to a person/issue in a way that generates effective problem solving and learning amongst team members• Flexibility - Able to change own and team priorities quickly in response to business demands• Track record of leading a successful team• Working knowledge of HR policies and procedures · High level system knowledge of GDFO – SAP/Click• Relevant experience within Emergency Response and Repair process• Effective communication skills• Relevant experience within Emergency Response and Repair process• Supervisory/managerial experience essential Show less Responsible for the safe and efficient delivery of all workloads within the Customer Centre teams, providing visible front-line engagement with employees, customers and key stakeholders delivering the Cadent vision, culture and priorities of safety, compliance, customer, performance excellence and efficient workload delivery.Alongside the above you’ll be responsible for:• Supervising and motivating the Customer Centre workforce, driving performance excellence, delivering year-on-year cost efficiencies and improvements in productivity and resource utilisation whilst maintaining world-class operational excellence, safety, and customer satisfaction• Ensuring the efficient and safe delivery of activities and workloads within the Customer Centre• Domestic and industrial meter installation, maintenance and exchange programmes• Carrying our quality audit inspections to demonstrate compliance• Ensuring individuals comply with policy and work procedures and achieve company standards of service throughout all activities, including compliance with STC process• Monitoring workforce operational performance to ensure all objectives are met and problems are anticipated and resolved• Implementing performance improvement plans where required• Dealing with technical enquiries from the team• Sharing promoting, facilitating and implementing technical and procedural best practice Show less Working within the Customer Centre on the call handling team, myself as the Floor Controller will work closely with the floor assistant to deliver the emergency call handling service on a daily basis and to provide expertise for Business Continuity Management and Telephony capability 24 hours a day, 7 days a week. •On day delivery of the Emergency call handling service in Hinckley and Leicester Customer Centres •Incident Management delivery•Monitor Gas Distribution Front Office systems and telephony systems. •Manage planned and unplanned Business Continuity Management events •Work with the real time adherence team to manage on day standards of service •Deliver Contingency Action Plan skill competence across sites •Drive a reduction in floor support calls •Provide communications to key stakeholders Show less

  • Service Owner Specalist

    Jul 2024 - now

  • Scheduling & Dispatch Shift Controller

    Aug 2020 - Jul 2024

  • Customer Centre Team Leader

    Dec 2019 - Aug 2020

  • Floor Controller

    Apr 2017 - Dec 2019