Glyn Dixon
Hetton-Le-Hole,Sunderland
Summary
A skilled professional with expertise in complaint analysis techniques and tactful diplomacy, adept at navigating complex situations with a thorough knowledge of company policies. Demonstrates proficiency in resolution proposal creation, ensuring effective solutions while maintaining tolerance for criticism. Committed to leveraging these skills to enhance organisational efficiency and customer satisfaction.
Overview
13
13
years of professional experience
Work history
Dispute Resolution Executive
Trust Alliance Group
08.2021 - 05.2025
- Primarily responsible for handling cases inline with the target operating model on an end to end basis ensuring all KPIs are adhered to including responding to messages and voicemails within 24 hours.
- Working in an age order of cases to ensure none breach the 42 day KPI target.
- Investigating cases against energy suppliers for both domestic and business to business accounts and delivering the investigation and outcome in written and verbal format in a clear and empathetic manner.
- Attending daily stand ups and weekly community meetings raising issues where I have noticed these and onboarding any messages fed down from the team coach and providing best practice to colleagues.
- Motivating colleagues during stand ups if they are concerned about quality framework or targets by listening and making suggestions as to how to improve and deliver a good quality decision.
- Liaising with consumers to relay what issues they have complained about and what remedies they seek by questioning and listening to the consumer.
- Flagging any trends into coaches such as overdue remedies, failure to provide evidence etc so these can be raised to suppliers and enhance the customer experience and outcome.
- Led a floor support group following a transition of work stream from domestic to business to business for 2 teams that joined the business to business community this helped the transition and ensured appeals were low and targets achieved.
- Liaise with Regulatory Affairs for cases that have required further action following acceptance by both consumer and supplier.
- Standing in for coach leading stand ups, allocating work and ensuring the team hits productivity to a high quality.
- Coached colleagues around difficult cases through questioning and discussion, encouraging colleagues to develop their own critical thinking, which strengthens their confidence and ability to resolve similar cases independently.
- Supported colleagues around objection handling on calls and remedy writing which reduced appeals in my team from 17% to 12%.
Revenue Protection case handler
Npower
10.2019 - 08.2021
- Primarily responsible for reviewing accounts which have irregularities leading to suspicion of theft of electricity by tampering the meter or incoming supply.
- Raising a visit by liaising with engineers to attend the properly on my behalf to check equipment over and if tampered remove and make safe.
- When job results return form engineer investigate account by analysing usage, meter readings, prepay vends and other methods and ensuring the correct name is on the account and billing customer for any theft of energy.
- Liaise with customers to discuss repayment of any charges added and also if meter has been fully removed for safety that the relevant safety documents are sent in to ensure energy is safely restored.
Escalated Complaints Case Handler
Npower
04.2016 - 10.2019
- Primarily responsible for taking ownership and case managing of complaints warm transferred by the energy ombudsman that hadn't yet reached In Terms Of Reference. Case managing CSD complaints emailed in to the Customer Service Director mailbox, reviewing deadlocked complaints to seek alternative remedies.
- Attending daily huddles to share knowledge and best practice with the aim to drive performance and deliver results, resulting in more efficient case management within the team.
- Using a wide range of data currently held in a variety of systems including CRM, ISU and Once. I then use this data to carry out root cause analysis to develop an understanding of issues and trends that I report back to my line manager and support team. This is to ensure that best practices, processes or fixes can be put in place to eliminate similar issues, resulting in an enhanced customer journey.
- Effective questioning and listening to seek additional information from the customer including what the issue is and what they require to resolve their complaint. This allows me to develop a positive relationship with the customer that brings reassurance that the complaint will be resolved this trust helps in closing the complaint, by delivering what they have previously asked for.
- Liaising with other departments around the business to gather additional information from them. Sometimes seeking further assistance depending on the nature of the processes required to resolve the complaint.
- Liaising with PC's, FLM and support team to overcome any problems that require escalated intervention at a higher level. This ranges from issuing higher goodwill gesture payments to utilising their contacts throughout the business to ensure complaint resolution as swiftly and effectively as possible.
- Prioritising complaints in order of age, ensuring the oldest complaints are worked as a priority along with complaints approaching 56 days old or customers who are unhappy with the progress of their complaint and threatening to return to the ombudsman.
- Ensuring internal complaint processes are followed including making sure complaints out of pend do not go over SLA, updating progress markers, toggling ownership of the complaint.
- My time in customer relations has been both highly productive and rewarding. This includes achieving E grade for delivering results over a consistent period, learning more processes in regards to other work streams and also how industry regulators work.
Advisor Customer Enquiries
Npower
10.2012 - 04.2016
- Attending daily huddles to share knowledge and best practices within the team, helping to drive performance and deliver results, resulting in higher customer satisfaction, recorded in CSAT scores.
- Effective questioning and listening when dealing with customer queries to seek further information to assist customers query while utilising data already held in the notes on the account/ Once.
- Focusing on first contact resolution to avoid complaint escalation.
- Influencing customer to remain an npower customer to deliver results in sales KPI.
- Extensive knowledge of the related business area to ensure calls were transferred to the correct department first time.
- Attending meetings/ updates along with using the intranet to maintain organisational awareness.
- Personally taking care of customers including arranging callbacks, to obtain sales and Direct Debits.
- Being personally aware of the current domestic energy market to utilise information when dealing with customer queries, including Smart, rival tariffs and energy company league tables/ complaint tables.
- Being aware of my personal performance each day to ensure weekly KPIs are achieved including CSAT, CCT, ACW and hold ensuring the customer has the best possible customer journey.
Education
GCSE - Grades A – F
Skills
- Complaint analysis techniques
- Tactful diplomacy
- Knowledge of company policies
- Resolution proposal creation
- Tolerance for criticism
Custom
Available upon request
Timeline
Dispute Resolution Executive
Trust Alliance Group
08.2021 - 05.2025
Revenue Protection case handler
Npower
10.2019 - 08.2021
Escalated Complaints Case Handler
Npower
04.2016 - 10.2019
Advisor Customer Enquiries
Npower
10.2012 - 04.2016
GCSE - Grades A – F
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