Angela Clayton

Experience

• 

  Thames Water, Swindon

  Feb 1998 - Sept 2003

  Customer Relations Advisor

  Key responsibilities:Investigating and responding to written operational complaints and claims addressed to the Customer Services Director, Managing Director and Chief Executive. Monitoring of own, and team response targets and ensuring that these are met. Devising better ways of working to ensure continued success of team as a whole.Trainer for any new members to the team, ensuring a full induction. Performance monitoring and coaching of new staff.

• 

  Thames Water, Swindon

  Feb 2004 - Oct 2007

  Customer Relations Advisor

  Key responsibilities:Investigating and responding to customer's billing complaints and making any necessary amendments to their water services accounts while ensuring all policies and procedures were kept to.Acting as the 'stand-in' Team Manager as and when needed, carrying out 1-2-1's and performance management.

• 

  Thames Water

  Feb 2004 - Mar 2013

  • Looking after the relationships with our key stakeholders such as our regulator Ofwat, and the Consumer Council for Water.• Managing and facilitating all of the research projects that the company undertakes.• Overseeing all of the consultation projects such as the Thames Tunnel Consultation.• Reviewing, revising and seeking sign off of all research materials and reports, and consultation documents.• Managing the tender and selection process for research agencies.• Collating and submitting the Stakeholder Engagement monthly report to the Executive Management Team. Show less • Writing, reviewing and signing off all literature and mass mailings which are sent to our customers, including literature sent by third parties on our behalf, such as HomeServe and Steria.• Developing and implementing new communications to reduce customer contacts into our Customer Centre, such as the Bill Explained leaflets and the Welcome Pack.• Organising the re-printing or re-branding of customer literature.• Developing, reviewing and measuring the success of our customer channels.• Designing and implementing a successful communications plan.• Reviewing and updating the copy on our customer website. Show less

  • Senior Stakeholder Engagement Advisor

    Feb 2011 - Mar 2013

  • Marketing Executive/After sales Support Coordinator

    Oct 2007 - Feb 2011

  • Customer Relations Advisor

    Feb 2004 - Oct 2007
• 

  Nationwide Building Society

  Jan 2012 - Nov 2013

  Key Account Executive

  • Responsibility for the day to day management of the 3rd Party relationships within Protection & Investments and being the point of contact for any queries.• Ensuring the governance for the internal and external committees is up-to-date and being followed, whilst meeting the 3rd Party Management Framework.• Responsibility for organising the department committee meetings, both internal and with the 3rd Parties.• Responsibility for contract queries and assisting with any updates to these contracts.• Involvement in project work relating to the 3rd Parties and ensuring a good relationship is maintained. Show less

• 

  SAS Rope & Rail Ltd

  Nov 2014 - Jan 2021

  Compliance Coordinator/Sentinel Coordinator

  • Responsibility for all website content (3 separate websites), website updates using wordpress, and all social media• Responsibility for the day to day organisation of all administrative activities that facilitates the smooth running of the office. • Setting up efficient working practices - using a range of office software, including email, spread sheets and databases.• Responsibility for overseeing Sentinel Rail coordination, sponsorship and sub-sponsorship processes• Responsibility for ensuing the company passes the annual Health & Safety Audit with the maximum score possible• Responsibility for completing all PQQ requests and updating supplier databases Show less

• 

  SAS Build Ltd

  Apr 2016 - now

  Director