Francesca Horton

• Working in a regional Sales Team, my key role is to visit customers properties with a goal to increase the energy efficiency of the home through upgrading their central heating system for domestic customers.
• My current role is to achieve targets in specific areas (including revenue, volume, margin, conversion, cross BG sales, finance and self generation, and customer satisfaction scores).
• To ensure that all jobs are specified accurately.
• To build highly effective working relationships with other sales, operations and customer services colleagues.
• Resolve customer complaints and issues, whilst maintaining accurate and secure records.
• Contributing to wider business activity through engagement and ideas.
• Adhering to company sales standards and policies, promoting a culture where customers are treated fairly and are properly informed. Applying BG values in all day to day activities.
• Key responsibilities include:
• Strong consultative selling skills.
• Ability to manage own diary-ensuring time is allocated to customer visits, meetings (with engineers/team), development sessions.
• Collating, analysing information to improve own performance.
• High levels of self motivation and resilience, with strong relationship building skills.
• Consistent top performer and have been in the top 10% for the last 2 years and recognised at the national sales awards as the top female sales advisor.
• Set up and organised meetings with service manager to drive growth and lead generation.
• In 2018 I supported the sales Director to help launch a new tele sales quadrant in our head office.

• Managed the national diary for heating sales advisers, scheduling over 150 customer appointments per week via Salesforce and ensuring optimal geographic coverage.
• Collaborated closely with regional sales managers to align adviser availability with peak demand windows, boosting diary utilisation by 20%.
• Utilised Salesforce CRM to track appointment statuses, customer preferences and follow-up actions, maintaining 98% data accuracy across the pipeline.
• Coordinated rescheduling and cancellations in a fast-paced environment, reducing no-shows by 15% through proactive customer communications and automated reminders.
• Delivered an exceptional customer experience by confirming appointment details, clarifying heating requirements in advance and quickly resolving any last-minute changes.

• Streamlined diary-management processes by introducing standardised scheduling templates and checklists, cutting administrative workload by 25%.
• Trained and mentored three new diary administrators on Salesforce best practices and British Gas protocols, accelerating their onboarding and performance.

• Trained to Accredited (Master) Level.
• Consistently achieved sales and market share targets through implementation of planned individual and team objectives within a flagship account.
• Implement agreed business objectives to achieve and exceed sales targets.
• Responsible to develop and drive personal customer account plan to target new and existing clients, through daily activity and also out-reach events organised and held out of store.
• Allocation of resource i.e. time and budget.
• Represent the brand ensuring key behaviours and points of difference are met to uncover the need of each client.
• Targeted to introduce the frequent launch of new products

• To ensure day-to-day activities were performed to enable smooth running of the business.
• Dealing with customer enquiries and complaints, driving customer satisfaction goals, involved communication at all levels and an ability to solve problems using own initiative.