Vicki Nimmo

Experience

• 

  British Gas

  Jan 2002 - Apr 2014

  * project managing the implementation of new software and devices within challenging timescales* driving the 2013 Information Systems (IS) change plan within an area of the business, responsible for managing a budget and working closely with IS colleagues and senior stakeholders to support delivery* regularly engaging and managing senior stakeholders within all aspects of the role. Providing Management Information (MI) and insight to senior leaders to help drive the business strategy* driving efficiencies through re-organisation of team structure* establishing a resource planning function and developing a forecasting model to help the business achieve targets* developing a robust workflow management model which provides visibility and supports the schievement of service level agreements* leading a successful team of analysts Show less * co-ordinating and facilitating engagement surveys, driving participation and analysing results* faciliatating action planning sessions with the Senior Leadership Team including influencing output* responsible for analysing and cascading the engagement survey data within tight timescales* Leading a small team who helped contribute to the success of the engagement agenda* Achieved Best Place to Work at 2011 Radio Forth Awards* responsible for co-ordinating Corporate and Social Responsibility (CSR) activities and working closely with external charity partners Show less * responsible for intra-week tactical planning of inbound calls* forecasting call demand by reviewing historical data, weather information, and other factors* analysing forecasted ASA and FTE gaps and providing solutions to the leadership team to address* communicating forecasts and setting expectations for delivery - requiring strong stakeholder engagement to overcome resistance* supported a strategic shift review for all frontline operations in order to align our people with customer demand Show less

  • MI and Resource Manager

    Dec 2011 - Apr 2014

  • Employee Engagement Manager

    Mar 2010 - Dec 2011

  • Incident and Change Manager

    Feb 2009 - Mar 2010

  • Senior Resource Analyst

    Jun 2008 - Feb 2009

  • Correspondence Workflow Manager

    Jun 2004 - Jun 2008

  • Customer Service Advisor

    Jan 2002 - Jun 2004
• 

  British Gas

  Aug 2014 - Mar 2017

  * Creating and managing business readiness plans* Successfully migrating business units into a different part of the business within short timescales, which required strong engagement and organisational skills* Managing the move from Customer Satisfaction (CSAT) to a Net Promoter Score (NPS) measure * Managing a project to create a complaints centre of excellence. Combining complaints operations from eight business areas into one by establishing the governance and control required for successful delivery* Providing regular project status updates to senior leaders and other key stakeholders, highlighting progress made to date, any risks and opportunities, as well as next steps* Driving system and telephony changes and liaising with IS and telephony contacts to deliver the appropriate infrastructure to meet our business requirements Show less * Responsible for the successful delivery of change initiatives, providing site readiness support and mitigating risks to deployment* Engaging with stakeholders at all levels to ensure they were aware of, and bought in to, all future change activities; and understood what was expected of them and their teamsImpact assessing future change initiatives affecting customer service, and inputting into change prioritisation and sequencing discussions utilising site knowledge and expertise* Acting as the gatekeeper for change, and being the conscience for both the site and our customers; whilst partnering with other areas of the business including Resource & Planning and Learning & Development Show less

  • Business Readiness / Project Manager

    Apr 2014 - Mar 2017

  • Delivery Support Manager

    Aug 2014 - Sept 2015
• 

  Sky

  Mar 2018 - now

  • Scrum Master

    Mar 2022 - now

  • Operations Manager

    Aug 2019 - Mar 2022

  • Planning Manager

    Mar 2018 - Aug 2019