John Rose
Melrose,,Scottish Borders
Summary
A seasoned professional with expertise in visionary leadership and strategic planning, driving business KPIs and performance through effective decision making and complex problem solving. Demonstrates exceptional skills in contact centre operations, customer service, and client focus, ensuring optimal account management and stakeholder engagement. Committed to workforce motivation and team management, fostering a collaborative environment through coaching and mentoring. Career goals include leveraging financial reporting acumen to enhance organisational success.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Customer Service Manager
Utility Warehouse
Melrose
02.2025 - Current
- Streamlined processes, improving both First Call Resolution (from 65% to 74%) & Contact Reduction (10% YoY). Introduced initiatives #ONECALL, sTop it up & Wrap Up Codes to embed these improvements
- Maintained a positive working environment through business changes, office closures and staffing changes
- Oversaw daily operations, ensuring we're focusing on continual improvement which support area KPIs
- Focus on seasonal changes throughout the year and adopting an ever readiness in change culture specifically through Winter, allowing performance not only to maintain, but improve.
- Award winning team in the community, DYW Business of the Year 2025. Demonstrated and recognised for the effort, care and relationship building with young people in the community
Prepayment Team Leader
Utility Warehouse
08.2023 - 01.2025
- Manage advisor and team performance in line with business objectives
- Provide feedback and coaching to individuals to ensure they understand expectation & have the tools/knowledge to perform
- Maintain absence levels, attendance, adherence and performance of team members in line with company policy
- Lead & deliver on business goals to ensure ECS Prepayment are performing and progressing
- Leading and driving employee engagement initiatives in our first year to ensure our ENPS scores were business leading
- Deliver on our FCR objective (FY25) by achieving and maintaining 70% FCR ahead of timeline
- Recruited and maintained staffing levels to ensure attrition is positive as a site
Managing Coach
Bill Gosling Outsourcing
10.2021 - 08.2023
- Lead a team of 3 TL’s & 52 FTE who are assigned to our client Octopus Energy. Our team deliver both Customer Service and Collections based tasks for the client across the 52 FTE
- Manage client expectation as well as the day to day business of the department
- Ensure 1 to 1’s & quarterly reviews are documented and delivered within the designated timescale.
- Manage absence, attendance and performance of team members in line with company policy
- Keep my own knowledge and my team’s knowledge up-to-date based on any client updates and general industry updates that we’re notified of
- Manage and lead a team who have deliver the record highest monthly revenue (£362k) within the one department in a UK location
- Completed & rolled out a new Induction Program based on client (Octopus Energy) specific training
Membership Support Team Manager
Peoples Energy Company
01.2021 - 09.2021
- Manage individual and team performance with the objective of achieving consistently high levels of customer service and identify training and development needs
- Coach my team and provide regular feedback to ensure they know how they’re performing
- Ensure performance, 1 to 1’s & performance reviews are carried out promptly for each team member
- Manage absence, attendance and performance of team members in line with company policy
- Successfully lead 12-16 heads delivering Performance Measures related to call quality & agent efficiency
- Created and execute a sales through service incentive which included Refer a Friend, boiler service & SMART promotion which boosted profit for the business in a challenging industry period
Operations & Contact Centre Manager
Spark Energy Ltd
01.2019 - 01.2021
- Accountable for managing the full customer service workforce and held regular one to ones with senior management
- Managed staff absences, coordinated disciplinary actions and developed professional career paths for staff members
- Worked with a wide range of stakeholders to understand their vision and goals for the organisation
- Led people engagement initiatives to significantly improve team morale within the organisation
- Maintained high customer service levels, managed performance objectives and identified training needs
- Produced KPI and performance reports for presentation to senior executives and the head of customer service
- Supervised senior team managers to provide cover, develop/coach their teams and additional support for all business services
- Successfully managed a contact centre with 124 employees, 110 frontline agents, 5 second line agents and 9 team managers
- Implemented the Peakon employee engagement survey which provided actionable insights on staff satisfaction. Resulted in quarterly improvements from a score of 6.7 in Q1 2019 to 7.8 in Q1 2020.
- Improved handling time by introducing an IVR DPA system and managing performance at the front line
- Supported setup and managed a strategic outsourcing campaign from inception to delivery, rolled out to 75+ staff in Manilla to manage Pre-Payment customers
Customer Relations Team Manager
Spark Energy LTD
01.2018 - 01.2019
- Acted as a focal point for complaints and advised staff on resolution methods for sensitive matters
- Dealt with third parties including the Citizens Advice Bureau and the Energy Ombudsman
- Implemented an open communication culture, promoted diversity values and motivated the team to hit key targets
- Met regularly with senior leadership to review department performance and to align on key business objectives
- Managed 16 heads and delivered ~£35k+ annual savings by establishing a partnership with the EnergyOmbudsman
- Introduced a new approach to ensure complaints resolve time is faster and a better experience for the customer
Education
Higher Qualification - Maths & Modern Studies
Skills
- Personal Skills Professional Expertise
- Visionary Leadership
- Conflict Resolution
- Business KPIs & Performance
- Contact Centre Operations
- Effective Decision Making
- Teamwork
- Customer Service & Client Focus
- Account Management
- Situational Awareness
- Workforce Motivation
- Team & People Management
- Strategic Planning
- Complex Problem Solving
- Coaching & Mentoring
- Stakeholder Engagement
- Financial Reporting
Certification
- Mental Health First Aid Training
- Scenario based training focussed on how to support individuals who are suffering from mental health issues in a contact centre-based environment
Additional Information
IT Skills, Interests, References, Microsoft windows, G Suite, Playing football for local club, Available upon request., General internet knowledge, Spending time with family and friends, Social media awareness, Clothing and fashion trends
References
References available upon request.
Timeline
Customer Service Manager
Utility Warehouse
02.2025 - Current
Prepayment Team Leader
Utility Warehouse
08.2023 - 01.2025
Managing Coach
Bill Gosling Outsourcing
10.2021 - 08.2023
Membership Support Team Manager
Peoples Energy Company
01.2021 - 09.2021
Operations & Contact Centre Manager
Spark Energy Ltd
01.2019 - 01.2021
Customer Relations Team Manager
Spark Energy LTD
01.2018 - 01.2019