Julian Wannerton

Key responsibilities:

• Lead, mentor, and motivate a team of Resident Liaison Officers to ensure high performance.
• Design and implement training programs, new processes, procedures, and tools to improve efficiency and enhance customer satisfaction.
• Monitor team performance metrics and adjust strategies as needed.
• Continuously foster a positive, customer-focused team culture.
• Ensure all customer inquiries, concerns, and complaints are handled professionally and efficiently.
• Design and implement strategies to proactively manage customer expectations.
• Oversee the resolution of customer complaints and disputes, ensuring timely and effective solutions.
• Act as the main escalation point for complex or high-priority issues.
• Oversee the warranty claims process, ensuring timely resolution of defects and repairs.
• Work closely with internal teams (pre-construction, design, project delivery, warranty, commercial teams) to resolve problems and aid continuous innovation in terms of company processes and procedures
• Ensure clear and professional communication between the customer care team, clients, and internal departments.
• Analyse customer feedback and identify areas for improvement in service delivery.
• Oversee warranty claims processes, ensuring timely resolution of defects and repairs whilst ensuring customers understand warranty coverage, maintenance responsibilities, and support services.
• Work with site teams and contractors to ensure quality aftercare services.
• Ensure the team adheres to company policies, contracts, and industry regulations.
• Prepare and present reports to the board on customer service performance, trends, and improvement initiatives.
• Attend and present at tender meetings to ensure customer service considerations are integrated into the bidding and contract process.

Key Responsibilities:

• Managed and lead a multi work-stream team of frontline, second line and resolution agents.
• Provided coaching, development opportunities and support to employees through monthly 1-2-1 meetings and weekly coaching sessions.
• Maintained strict compliance and high standards of precision in adherence with industry regulations and business requirements.
• Received and resolved customer queries and complaints escalated by employees to management.
• Tracked and managed individual, team and departmental KPIs to drive profitability and target delivery.
• Contributed to creating a harmonious and productive workplace environment by fostering positive employee relationships through clear communication, training and coaching.
• Coordinated resources by creating and managing schedules and handling holiday/time-off requests.
• Facilitated communication and collaboration across departments with a goal of creating communication excellence, in turn, creating a better level of service for our customers and improving the customer journey.
• Offered forward thinking 'outside of the box' recommendations to agents and customers based on specific situations, priorities and obstacles.
• Communicated and actioned customer feedback gathered through various channels i.e. CSAT, NPS to help fuel continuous improvement.

Key Achievements:

• Actively contributed to the achievement of Shell Energy's goal of becoming the UK's No.1 energy supplier (2023 Q4, 2024 Q1), resulting in being personally nominated for the companywide 2023 award for encompassing and delivering on Shell Energy's 'We Care' value.
• With-held the position for the lowest level of resolution team Ombudsman topples, company wide, whilst in post.
• Provided coaching and development opportunities to colleagues, resulting in eight employees receiving promotions, reducing external recruitment costs and harnessing talent already within the business.
• Consistently kept employee engagement within my team above 86%, evidenced through the companywide monthly engagement survey.
• Low-level team attrition whilst in post.

Key Responsibilities:

• Liaised and met with clients to determine scope of work and project requirements and provided regular updates throughout the duration of the work.
• Conducted routine quality audits, verifying progression against specifications and initiating corrective actions to pro-actively remedy potential concerns.
• Developed a solid understanding of industry specific requirements, regulations and schemes.
• Acted as liaison whilst building strong rapport and relationships between both internal and external stakeholders to generate long term business.
• Supported cost-effective working methods to reduce project outgoings and maximise potential profits whilst keeping the company values and customer at the forefront of everything we do.