Patrick Spinks

Experience

• 

  EDF Energy

  Feb 2011 - Jun 2022

  In this role, I supported the definition and delivery of Quality Assurance across Customer Operations, including assessing the quality of the evaluation output, delivery of feedback and actions to improve advisor performance. Within this role I have:• Consistently provided Quality Assurance analysis to identify root causes and make recommendations and innovative solutions to senior management for continuous improvement.• Successfully led the recent Quality Assurance Implementation plan for Customer Operations and facilitated upcoming activities through regular senior management meetings. • Consulted with key business stakeholders to provide benefit cases of the significant improvements to the Quality Assurance programme and achieve sign-off whilst in line with project deadlines.• Managed monthly / annual invoices for all activities completed by our external Quality Assurance teams, ensuring monthly costs correspond to transactional forecasts and any discrepancies are highlighted / or amended prior to senior management approval for Business Services.• Regularly participated in the Customer Service Weekly conferences to gain insight into all business submissions and mitigate any risks towards the Quality Assurance Approach whilst ensuring all items are communicated with the team.• Delivered calibration sessions with our external resource partners and Operational Training teams to achieve best practice and provide audit feedback on key areas to improve accuracy of advisor evaluations.• Taken responsibility to Quality Check all team communications and keep all operational teams fully informed with regards to any Quality Assurance change via regular Customer Service briefings and various other communication channels. Show less In this role, I was responsible for defining and implementing key management processes and role competencies across Customer Operations. This role focussed on working collaboratively with our Campus, HR and Operational Excellence teams to share best practise in order to support the overall development strategy. In this role I have:• Regularly participated in competency analysis with Activity Owners to identify the essential and desirable competencies required for each Customer Operations job role and lead project groups from specific business units to carry out the implementation of the Competency Framework.• Collaborated regularly with the Operational Training Delivery teams to commission the design and delivery of appropriate learning resources for the agreed competencies to ensure individuals can achieve their personal and professional development objectives.• Delivered a robust assurance model to ensure all Managers follow the agreed processes and provide the appropriate support by identifying outcomes for those who require ongoing coaching. • Established collaborative working relationships with the Learning and Development function within Campus to develop new technologies that can support and improve our learning resources.• Consulted with a diverse range of key stakeholders to guide, influence and sometimes challenge assumptions to ensure all stakeholders are engaged towards the business objectives • Liaised regularly with the Operational Training Planning and Resource Management teams to ensure the Competency Framework is understood and development outputs are scheduled appropriately. Show less In this role, I was responsible for the delivery for all Operational Training requests for which I applied the ADDIE model and Systematic Approach to Training. This role was to support the Small Business department of c250 employees which included building strong stakeholder management relationships. Within this role I have:• Designed and led high quality presentations including digital learning tools by following each stage of the ADDIE model by adopting a SAT approach to training which have been delivered to a range of audiences at different levels within the business.• Confidence in speaking in front of groups of people, in training, project meetings and teleconferences with stakeholders by communicating effectively to ensure the messages are appropriately delivered.• Discussed performance/people issues with operational line managers after any training intervention and handled any behavioural concerns following the correct HR and Manpower policies.• Consistently met multiple project deadlines with all stakeholders by setting expectations, challenging procedures and problem solving on a routine basis.• Taken responsibility to keep all operational teams fully informed with regards to any business change via the weekly customer service operational briefing pack whilst managing the transition of the agreed processes into the management competency Red Binder.• Communicated with all colleagues and customers via written and verbal contact with regards to all different matters and maintained a very professional attitude at all times.• Successfully led and motivated the management team during coaching sessions to ensure all individuals improved on all aspects of their role, including new skills and processes. Show less

  • Quality Assurance Analyst

    Sept 2019 - Jun 2022

  • People Development Specialist

    Dec 2016 - Sept 2019

  • Operational Training Specialist

    Mar 2013 - Dec 2016

  • Customer Service Advisor

    Jan 2012 - Mar 2013

  • Collections Specialist

    Oct 2011 - Jan 2012

  • Customer Service Advisor - Outbound Dialling Campaign

    Feb 2011 - Oct 2011
• 

  South West Water

  Jun 2022 - now

  Within this role, I am responsible for the end to end delivery of customer service and driving performance to provide high quality customer care to South West Water & Bournemouth Water customers. I am responsible for managing multiple teams of people (c100 employees), delivering a simple, effective and efficient service offering, though all channels of customer contact. With an overall aim to achieve results through people and process which will be measured through the Ofwat Customer Measure of Experience (C-MeX). I am currently delivering on the following;• Overall responsibility for the day to day management of multiple Billing Contacts Team Managers and their teams which includes, Billing Specialists and Customer Care Representatives (CCR) and resourcing for both SWW & BW• Daily performance and quality management of our offshore partner TCS supporting queries, coaching, calibration and training• Employee Development and Management, taking accountability for delivery of a performance management framework and ensure coaching and mentoring is provided by Billing Contacts Team Managers to all staff on a regular basis, • Management of budget, FTE volumes, and resource placement to meet customer demands• Billing Contacts Team Managers Critical Function activities are managed effectively and completed with the required detail within the relevant timescale • Employee on-boarding process managed in a timely manner reviewing performance with Billing Contacts Team Managers• Management of CCR coaching & quality programme, 360-degree feedback & performance across call centre teams ensuring a consistent approach is delivered by all managers. • Leading the appropriate levels of reward and recognition across all teams in a fair and consistent manner, to drive employee engagement• Leading business initiatives supporting Water Future objectives and deliverables• Responsible for delivery of specific projects relating to SWW & BW goals and objectives Show less Within this role, I was responsible to design and implement a Quality Assurance team for Customer Services targeting c300 employees, with an aim to drive development and performance. I successfully delivered on the following objectives;• Designed, launched, and lead a Quality Assurance programme across Customer Services, within our Billing, Operations and Leakage teams• Managed a team of Quality Assurance Assessors in their performance, conduct, and sickness absence in line with HR policies and procedures • Worked collaboratively with Senior Leadership to provide Quality insight into monthly performance allowing them to gain full understanding of the training requirements to positively impact individuals’ performance and the business targets• Developed a team of Quality Assessors, by providing regular coaching and audit feedback to ensure accuracy and integrity of data, to drive a positive C-MeX performance• Consistently shared feedback to the Quality and Insight team to redesign the Quality Database to provide the right level of data insights for future training and coaching needs• Collaboratively worked with our offshore partners across Manila and Kolkata to ensure consistency towards Quality, coaching and overall alignment of the Quality guidelines • Facilitated and managed a number of Working Groups across the Contact Centre to help redesign the Quality framework to add value and provide the right level of feedback Show less Within this role, I was responsible to deliver on a variety of training needs for Customer Services following a Systematic Approach to Training (SAT), and using all stages of the 'ADDIE' model. I was also responsible to design and develop a Coaching & Emotional Intelligence Workshop for Team Managers, and aspiring leaders targeting c100 employees. I successfully delivered on the following objectives;• Implemented a Learning and Development consultancy approach to challenge and influence any stakeholder requests, identifying the most appropriate and cost-effective learning solutions• Designed and lead a Coaching & Emotional Intelligence Workshop for all Team Managers and Customer Event Specialists and coached them through to achieve their Levels 1 and 2 coaching accreditations to drive business performance• Mentored and worked collaboratively with Senior Leadership to construct development plans using the SMART methodology, allowing them to draw excellent performance from their teams• Provided comprehensive Training Needs Analysis as part of the ADDIE process to gain a full understanding of the training requirements, scope, and objectives, to positively impact both individuals’ performance and the business targets as part of training evaluation• Completed the training cycle with robust evaluation, to Level 5 ROI where appropriate, to measure the success and business impact of the training intervention, as well as implementing enduring solutions and follow up with Operational Management• Effectively maintained strong key stakeholder relationships and engagement, both internally and externally, to retain involvement and the success of the relevant training intervention • Produced and deliver comprehensive reports detailing the training hours delivered to the business and the benefit, both tangible and intangible, for investing those hours Show less

  • Billing & Accounts Senior Manager

    Mar 2024 - now

  • Quality Assurance Manager

    Apr 2023 - Mar 2024

  • CX Learning and Development Specialist

    Jun 2022 - Mar 2024