Stephen Alford

Experience

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  British Gas

  Jul 2009 - Feb 2011

  Dyno Rod Debt Collection and Credit Control

  Credit control and finance queries

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  UNISON North West Gas branch

  Feb 2011 - Feb 2020

  Communications Officer

  Currently I am responsible for maintaining our website www.nwgas.org / Facebook / Twitter pages for all UNISON North West gas branch members. This provides information on what is happening within the North West and even internationally.

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  British Gas Business

  Feb 2012 - Aug 2017

  British Gas Energy Expert

  Over the years I have been involved in Debt collection, Customer service and Complaint Handling. This as included developing training material and delivery. Currently working within British Gas Business supporting and providing the best outcomes to companies that have been feeling the pressures of the economy with a vast knowledge of the disconnection process. experiance in supporting change in different departments including warrants and disconnections, credit control. early debt and final dialler activities. this includes moving processes from different offices. training and delivery and maintaining Key Performance Indicators whilst in transitition whilst delivering process's from other offices i would seek opportunity to build reports to track performance and to support performance management as well as to aim to achieve business wide goals complaint handling accounts from meter mismatch to incorrect disconnection of supply and providing regular updates via insight analysis to deep dive analysis and providing solutions at all levels including agent to heads of departments. Weniger anzeigen

• 

  British Gas

  Aug 2017 - Nov 2020

  Team Manager

  As team leader of telephony agents, is responsible for supporting customers as well as maintaining the company goals dependant on the metrics used. Use different coaching styles to get the best out of agents as well as using the company compliance guidelines to ensure that they meet OFGEM regulations. 121 or group coaching to ensure team meet their potential or succession planning to gain promotion Drive cashflow to help reduce the debt portfolio, Share best practise with peers.. Create 90 day plans for team to meet goals and objectives. Create end to end process maps where required. Empower team to trial and develop new ideas. Create a team plan to make sure objectives are reached using a 30,60,90 day plan format Since March 2020 supported the working from home transition by mobilising agents from British Gas Sites during COVID 19 so they feel safe at home. Managed and supported agents wellbeing whilst working from home. Weniger anzeigen

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  Royal London

  Jan 2021 - now

  Team Manager