John Grover
Scarborough
Summary
Over 37 years of experience with British Gas in Quality Assurance and regulatory environments. Proficient in audit planning and execution, with a strong background in managing teams of claim validators and customer service agents. Expertise in validating and auditing drainage and plumbing claims, alongside skills in customer service, sales, administration, and claims handling. Demonstrates ability to work efficiently both independently and collaboratively with minimal supervision. QA Auditor with extensive experience in Quality Assurance and regulatory environments. Conducts audits to ensure compliance with standards, generates detailed reports, and resolves non-conformities. Manages multiple audit projects simultaneously, implementing best practices to enhance operational integrity. Results-driven professional with strong leadership and training abilities. Delivers coaching to teams, ensuring compliance with business regulations while fostering a culture of continuous improvement. Cultivates stakeholder relationships, enhancing customer satisfaction and operational performance.
Overview
40
40
years of professional experience
1
1
Certification
Work History
QA Auditor
Dyno Rod
06.2015 - Current
- Conducted audits to ensure compliance with company standards and departmental policies.
- Generated detailed audit reports and ensured resolution of identified non-conformities.
- Executed monthly desktop audits to verify service quality for customers and the business.
- Investigated whistleblowing allegations, providing findings to senior management and whistleblowing team.
- Performed regular thematic audits, presenting insights to Senior Leadership Team.
- Implemented comprehensive audit program at Stockport Dyno office to enhance operational integrity.
- Delivered coaching and training to Dyno franchises, ensuring compliance with business regulations.
- Managed multiple audit projects simultaneously, ensuring timely completion and adherence to highest quality standards.
- Implemented best practice audit methodologies, raising the standard of audit procedures and outcomes.
- Assessed internal control systems for effectiveness and efficiency, recommending enhancements to safeguard assets.
Validation Technical Manager
Dyno Rod
Stockport
02.2014 - 06.2015
- Managed validation officers and support staff for Engineer Helpline, ensuring exceptional customer service.
- Oversaw compliance and performance standards for key contracts with Aviva, Axa, and BG accounts.
- Conducted audits weekly and monthly to verify job bookings and adherence to contract terms.
- Delivered training and coaching on plumbing and drainage networks to ensure compliance with validation processes.
- Achieved average order value targets for British Gas, Aviva, and Axa in 2014.
- Facilitated successful WRc audit by meeting Aviva targets for first time in four years.
- Mentored junior staff on best practices, fostering professional development within technical team.
Claims Validation Officer
Dyno Rod
01.2006 - 01.2014
- Identified optimal repair methods for domestic drains, adhering to FCA requirements for British Gas and insurance customers.
- Produced Wincan reports from scratch using Dyno Rod network data.
- Reviewed drainage footage to assess damage and determine effective repair strategies.
- Developed detailed quotes for submission to customers' insurance companies.
- Assisted Customer Relations with inquiries regarding terms and conditions.
- Addressed technical drainage queries to support customer needs.
- Interacted with customers to determine needs and find suitable solutions to individual problems.
- Maintained accurate and up-to-date validation records, ensuring traceability and accountability.
Team Manager
British Gas
Stockport
01.1997 - 01.2006
- Managed team of customer service advisors to deliver exceptional service and promote British Gas offerings.
- Oversaw all performance and absence management activities for team members.
- Contributed to model office project by standardizing MI across call centers.
- Led team of agents responsible for generating critical data for project initiatives.
- Conducted regular performance evaluations, offering actionable feedback and tailored development plans.
- Cultivated supportive team culture that encouraged innovation and recognized individual achievements.
- Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.
- Established a supportive team culture, encouraging innovation and recognising individual and group achievements.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Resolved customer complaints promptly and professionally, maintaining high levels of customer satisfaction and loyalty.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Monitored and analysed team performance data, identifying trends and implementing corrective actions to address areas of concern.
Customer Service Advisor
British Gas
01.1989 - 01.1996
- Managed incoming phone calls, promoted products and services, and delivered exceptional customer service.
- Delivered excellent customer service at all times by proactively going the extra mile to solve and answer customer queries.
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained an extensive knowledge of company's product and service range to effectively answer customer queries.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Input customer information, call notes and personal data onto internal database.
- Managed incoming calls and customer service inquiries, delivering high-quality service and support.
Accounts Clerk
Trimline Products Ltd
01.1988 - 01.1989
- Responsible for running a small office ensuring accounts are up to date and ordering supplies from different manufacturers.
YTS Trainee
01.1986 - 01.1988
- I was on a YTS scheme learning all about computers and computing.
Education
GCSE - Mathematics grade C, Biology grade C, German grade C, English grade C, GCSE History grade 5
Institute of Supervisory Management Introductory Course in Supervisory Management -
RSA Keyboard Skills - Distinction
RSA Stage 1 Computer Literacy & I.T - Pass
RSA Word Processing Stage 1 - Distinction
RSA Word Processing Part 2 Stage 2 - Distinction
NVQ D32 Assess Candidate Performance -
Health and Safety at Work Qualification -
WRC Essentials for Managing Drain Repairs -
Microsoft Office Excel Level 2 Course -
City & Guilds in CCTV Inspection of Private Drainage Systems -
City & Guilds in Customer Service Standards (Private Drainage) -
Skills
- Effective Leadership Skills
- Liberating Leadership Course
- Recruitment and Handling Skills
- Excel
- Word
- Outlook
- DPA Awareness
- Centrica Age Awareness
- Data Protection & You
- Diversity & I
- Understanding Disability & Discrimination
- Wincan 7
- Anti Bribery
- Recruitments Skills – licence to hire
- FCA Conduct Master class
- 1day 4DX course
- GDPR Awareness
- Audit report writing
- Audit procedures
- Knowledge of auditing standards
- Data analysis
- Process improvement
- Customer relationship management
- Team leadership
- Employee training
- Quality assurance
- Communication skills
Accomplishments
- Raised over £2700 for Diabetes UK, Macmillan Nurses & Cancer Research by climbing up Ben Nevis, Snowdon and Scafell Pike.
- Saved British Gas and Aviva over £700,000 between 2009-2015 by ensuring best repair methods and fixed price guidelines are followed when undertaking drainage and plumbing repairs.
- Had the best performing Call Centre sales team within British Gas in 2006.
- Met Prince Charles in 1991 after successfully completing a 12 week Prince of Wales volunteer course.
- Instrumental in introducing BG service & repair validations into the team.
- Participated in the Model Office Project in 2003/2004, responsible for standardising MI across the BG Call Centres.
- Completed and passed the foundation certificate in Price 2 project management in 2012-07-01 and the IOSH Managing Safely Course in 2015.
- Member of the Chartered Quality Institute.
Personal Information
Citizenship: British Citizen
References
These can be obtained on request.
Hobbies and Interests
- Enjoy hill walking and have climbed up Ben Nevis, Snowdon and Scafell Pike.
- Enjoy reading.
- Enjoy watching football.
Certification
Member of the Chartered Quality Institute
Timeline
QA Auditor
Dyno Rod
06.2015 - Current
Validation Technical Manager
Dyno Rod
02.2014 - 06.2015
Claims Validation Officer
Dyno Rod
01.2006 - 01.2014
Team Manager
British Gas
01.1997 - 01.2006
Customer Service Advisor
British Gas
01.1989 - 01.1996
Accounts Clerk
Trimline Products Ltd
01.1988 - 01.1989
YTS Trainee
01.1986 - 01.1988