Charlie Baird

Joined Octopus Energy in November 2021, quickly adapting to the role following a period of remote work due to COVID-19. Achieved probation clearance at 4 months, two months early and was promoted to Billing Specialist within just 6 months. After 10 months, advanced to Squad Manager while earning an advanced qualification within the Billing Specialism.

In this role, I have rotated across four different teams to meet changing company needs, demonstrating adaptability and leadership in each new environment.

I directly manage 4–5 team members at a time and provide indirect oversight for the wider team through daily updates and progress check-ins. I have lead team training/meetings, assist in daily problem solving and am a point of contact for any team member before being escalated to the team leader. Should the Team Leader be absent I am responsible for leading the team.

Specialising in back billing, acquisition billing, complex metering billing, and half-hourly billing, I have worked on 1000's of accounts across a number of different projects. I ensure accurate and efficient billing operations while supporting team performance and operational excellence.

At MPL, I served as a Customer Service Representative on the Blinds2Go account from February 2021. In this role, I supported the sales department by handling a wide range of customer enquiries, including product questions, delivery updates, order investigations, and issue resolution, I also managed inbox-based enquiries.

This role strengthened my ability early on to manage complex situations, improved my communication and problem-solving skills, and enhanced my overall customer service capability.

• Worked as a Bar and Front-of-House team member at a pub in Cornwall during a 3-month live-in role at the height of the COVID period. Supported bar and restaurant operations, served customers, handled orders and payments, and maintained a safe, welcoming environment under evolving restrictions. Developed strong communication, adaptability, and customer service skills while working in a fast-paced, high-pressure setting.

• 4 weeks on site work experience which involved working with Site Managers, Quantity Surveyor on site and Management Trainee. This involved onsite mirroring, observation, notetaking, and involvement with some site operations.

• 3 Months work during 2019