Craig Arme
Nottingham,Nottinghamshire
Summary
Results-driven professional with 14 years of experience at E.ON UK, specialising in administration and customer service leadership. Adept at coaching teams, enhancing stakeholder engagement, and maintaining high communication standards. Known for organisational skills and ability to work autonomously and collaboratively, contributing to business success.
Overview
14
14
years of professional experience
Work history
GBIS Delivery Team Manager
Obligation Delivery, E.ON UK
Nottingham
2024.10 - Current
- Assisted delivery assistants in managing workloads effectively reducing workloads by 50% within first three months by implementing a no contact process.
- Provided support through coaching to enhance contractor performance through feedback.
- Facilitated communication between delivery assistants and managers by placing team catch ups and problem solving.
- Organised team workloads to promote motivation and support in absence of staff.
- Handled general employee management tasks, including absence tracking.
- Created and managed a process handbook for delivery assistants, providing better consistency and ways of working.
- Support line manager with process queries
- Produced weekly performance packs for contractors and GBIS.
- Organise site visits and minute takers for meetings with contractors on Microsoft Teams and throughout the UK.
- Achieved best in area employee survey scores.
Delivery Notification Assessor
Obligation Delivery, E.ON
Nottingham
2023.08 - 2024.10
- Assisted new starters with onboarding and training processes.
- Checked contractor paperwork for compliance upon completion of eco4 and gbis installations.
- Provided feedback to contractors when remedial actions were necessary, offering coaching to enhance first-time pass rates.
- Researched compliance in the industry and updated colleagues on scheme changes.
- Collaborated with teams to guarantee timely delivery of the scheme.
- Compiled monthly performance packs for contractors.
- Improved one contractor performance from 0% to 75% monthly scores each month within 3 months.
- Trained and onboarded new contractors.
Call Accuracy Coach
Obligation Delivery, E.ON
Nottingham
2022.11 - 2023.08
- Assisted in developing call accuracy framework to enhance consistency and compliance within advice centre.
- Recognised common issues and suggested improvements to leadership teams based on call analysis.
- Facilitated call calibration sessions with advisors and team leaders to promote uniformity across teams.
- Provided constructive feedback and coaching to enhance performance and accuracy for individuals and groups.
- Collaborated with customer journey teams to optimise front-end processes from call initiation to installation.
- Conducted interviews and facilitated recruitment of 20 individuals, delivering onboarding and training.
- Enhanced communication with personal development sessions.
Coach and Lead Advisor
SME Billing and Metering, EON
Nottingham
2018.12 - 2021.08
- coached and developed a team of advisors handling complex customer enquiries, through call listening to 10 calls a week, quality checking 10 accounts, on metering, billing, change of supply and change of tenancy queries and spotting key areas of improvement.
- Conducted coaching sessions, quality assessments, and training delivery to improve capability and confidence.
- Supported self improvement of individuals, to help prepare for interview, seeing 4 people secure promotions.
- Led business moves processes, helping to reduce bad debt approx £150,000 in 5 months of false change of tenancy and helping reduce risk of GDPR breeches.
- Acted as the main point of contact for internal teams.
- Handled escalations and ensured smooth operational execution.
- Trained outsourced teams upon wind down of E.ON customer solutions into E.ON Next.
- Upskilled individuals upon wind down of department, to ensure skill set was met to achieve customer needs as people left the business, by creating a skills matrix.
SME Customer Services
EON
Nottingham
2012.06 - 2018.10
- Within various teams with complaints, metering, smart billing, and fast-paced administration tasks.
- Supported onboarding processes for new starters as an expert in customer service.
- Aided in identifying areas for process improvement to enhance customer journeys.
Education
NVQ Level 3 - Team Leadership
E. ON Apprenticeship
NottinghamDegree - Business Management and Theatre Arts
University of Derby
DerbyA Levels - Business Studies, Media Studies and Performing Arts
St. Benedict RC Secondary School and Sixth Form
DerbyGCSEs - Business Studies (GNVQ), English, Maths, German and Religious Education
St. Benedict RC Secondary School and Sixth Form
DerbySkills
- Experience as interviewer
- Screening CVs and applications
- Interview booking and coordination
- Telephone and video interviews
- Management and onboarding support experience (inside and external)
- Stakeholder management
- Document handling and compliance
- Excellent people and communication skills
- Can work independently and organising workload
- Understanding of HR and people processes
- Understanding of inclusive recruitment
- Experience in fast paced, compliance administrative and customer facing roles
Affiliations
- I am Chair and perform in a local theatre company performing in two shows a year. I am particularly fond of musicals. I enjoy walks, cinema and reading and spending time with my 6 year old daughter.
References
References available upon request.
Timeline
GBIS Delivery Team Manager
Obligation Delivery, E.ON UK
2024.10 - Current
Delivery Notification Assessor
Obligation Delivery, E.ON
2023.08 - 2024.10
Call Accuracy Coach
Obligation Delivery, E.ON
2022.11 - 2023.08
Coach and Lead Advisor
SME Billing and Metering, EON
2018.12 - 2021.08
SME Customer Services
EON
2012.06 - 2018.10
NVQ Level 3 - Team Leadership
E. ON Apprenticeship
Degree - Business Management and Theatre Arts
University of Derby
A Levels - Business Studies, Media Studies and Performing Arts
St. Benedict RC Secondary School and Sixth Form
GCSEs - Business Studies (GNVQ), English, Maths, German and Religious Education
St. Benedict RC Secondary School and Sixth Form