Matthew Friday

Experience

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  British Gas

  Aug 2005 - Oct 2016

  Performance Coach - Team Manager

  As an experienced Manager/Trainer within a large blue chip company, I am a highly self motivated individual that thrives when working under pressure, within a fast paced environment. Throughout my career I have proven that I adapt easily and quickly to any given situation and that I can work well on my own or as part of a team in order to achieve and exceed performance related goals and targets.I pride myself on my ability to build and maintain strong relationships with customers which throughout my career helped me maximise sales and pass on my experience and success through my role as a Performance Coach (Team Manager). Show less

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  National Landlords British Gas

  Apr 2010 - Oct 2016

  Performance Coach

  My current role within British Gas is managing a team of 13 agents on the National Landlords Team; this role is a fast paced role with many additional duties: Real Time Adherence - monitoring staff performances Key Performance Indicator’s. This included the monitoring of; Average Handling Time Post call analysis  Quality Assurance Commitment Sales Conversion Grade of Service Calls per hour Visions and Values of the business Managing sickness within my team Coaching and developing underperforming agents  Conducting weekly one to ones, providing feedback, discussing and agreeing areas of improvement  Travelling to other sites within the business to train best practice and up skill agents to be able to deal with landlord enquires.  Conduct any investigations or disciplinary meetings needed Show less

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  AXA

  Mar 2017 - Nov 2022

  Fire and Theft Motor Claims Team Manager
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  National Highways

  Nov 2022 - now

  Claims Manager