Summary
Overview
Work History
Education
Skills
Timeline
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Emma Winterbottom

Glossop,Derbyshire

Summary

Results-oriented energy professional with over 11 years experience in the GB energy market. Proficient in Supplier Licensing Conditions and various Codes of Practice critical to energy supply. Skilled in negotiation and communication pivotal to fostering positive working relationships with senior stakeholders and external bodies to contribute and transform the production and distribution of energy through Market-wide Half Hourly Settlement and Net Zero.

Overview

11
11
years of professional experience

Work History

Contract Manager

Utilita Energy Limited
Remote
05.2023 - 07.2024
  • Designated account manager and lead point of contact for Retail Energy Code (Rec), Balancing and Settlement Code (BSC), Distribution Connection and Use of System Agreement (DCUSA), Uniform Network Code (UNC), and Connection and Use of System Code (CUSC).
  • Consulted on over 20 high-level industry changes, including OFGEM Prepayment Levelisation, which lowered the cost for millions of vulnerable customers on a prepayment facility whilst maximising the company's annual turnover.
  • Protecting the business from performance assurance techniques and maintaining our annual rating by submitting regulatory reporting promptly, and accurately with necessary redactions made for documents with unrestricted dissemination.
  • Regularly engage multilaterally with industry stakeholders and consumer action groups to ensure governance and regulatory processes remain robust and fit for purpose.

Senior Credit and Debt Advisor

British Gas
Stockport
06.2013 - 05.2023
  • Secured over £100k in the first 6 months by successfully designing and implementing a bespoke contested warrant process, significantly reducing the overall bad debt charge.
  • Leading multidisciplinary panels to advise on complex cases whereby the consumer uses well-known debt avoidance techniques (Bill of Exchange 1882, Magna Carta, Freeman on the Land) to withhold payment resulting in 85% successful pre-court outcomes.
  • Producing detailed court documentation so that it can be shown to satisfaction in writing that access to a property is reasonably required to secure a warrant under the Right of Entry (Gas and Electricity Boards) Act 1954.
  • Exercised sound judgment and discretion when protecting vulnerable consumers who were unable to vend a prepayment meter to mitigate the risk of self-disconnection by agreeing to 'ability to pay' arrangements that were sustainable and affordable.

Complaints Manager

British Gas
Hattersley
06.2013 - 05.2023
  • Oversaw 3 contact centre teams of over 35 direct reports to ensure the delivery of exceptional customer service, operational compliance, and avert service failure by providing in-the-moment coaching on conflict resolution and call handling as a designated 'Pod Manager'.
  • Maximising productivity and improving the customer experience by monitoring call handling times, internal transfers and wait times whilst ensuring agents were supported and thriving in a high-pressure environment.
  • Creating letter templates, drafting bespoke deadlock letters, and other written communications including signing off outgoing communication to ensure compliance and maintain standards.
  • Optimising service recovery by quality-checking random calls and arranging follow-up calls where service failure was identified.

Customer Resolution Agent

British Gas
Hattersley
06.2013 - 11.2019
  • Supported thousands of vulnerable customers to become debt-free by providing tailored advice and payment solutions unique to the individuals' circumstances.
  • Upskilled within my role to provide technical advice to over 200 colleagues on a rotated basis to reduce internal call transfers and callbacks.
  • Engaged with representatives of Citizens Advice and other charity organisations to assist customers with extenuating circumstances.
  • Passionately advocated for regular upskilling of the British benefits system to ensure business readiness following the introduction of Universal Credit.
  • Secured full or partial payment on over 65% of inbound calls to meet call centre targets and reduce the bad debt charge.



Education

CPD Accreditation - Understanding the GB Power Market

Energy UK
Remote
05.2023 -

GCSEs - English, Maths, Science, History, ICT, Drama, German

Glossopdale School
Glossop

Skills

  • Governance and compliance
  • Confident communicator
  • Risk mitigation and analytical skills
  • Continuous improvement
  • Influential skills
  • Detail oriented

Timeline

Contract Manager

Utilita Energy Limited
05.2023 - 07.2024

CPD Accreditation - Understanding the GB Power Market

Energy UK
05.2023 -

Senior Credit and Debt Advisor

British Gas
06.2013 - 05.2023

Complaints Manager

British Gas
06.2013 - 05.2023

Customer Resolution Agent

British Gas
06.2013 - 11.2019

GCSEs - English, Maths, Science, History, ICT, Drama, German

Glossopdale School

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Emma Winterbottom