Linda Holliday

My current role at South East Water involves strategic leadership and management across six key operational areas:

• Water Supply: Managing contacts, incidents (including arranging alternative supply), and ensuring adherence to CMEX and regulatory targets.
• Insurance: Handling internal and external claims (Public Liability, Motor, etc.) and managing Loss Adjustor performance.
• Scheduling: Overseeing distribution technician assignments, logistical planning for planned work, and ensuring KPI compliance.
• Metering: Managing the Metering CAPEX budget, expenditure forecasting, and ensuring data accuracy for Ofwat annual returns.
• Non-Household: Managing the response strategy for Business Retailers, ensuring compliance with MOSL, RMEX, and BMEX targets.
• GSS (Guaranteed Standards Scheme): Managing the implementation and compliance for the scheme.

• Oversaw contact centre phone team administration and complaints team, including execution of targeting concept and creation of balanced scorecard.

• Managed a team of 12 colleagues, overseeing impartial adjudications for customer cases involving financial difficulties and bank charges. This involved organizing case allocation and quality sampling to ensure thorough investigation, strict impartiality, and full compliance adherence.

• Held roles including Deputy Operations Manager, Risk Quality & Premises Team Manager, and Team Manager, focusing on delivering expert customer service, managing risk and compliance, implementing operational excellence principles (Systems Thinking, Treating Customers Fairly), and overseeing diverse operational teams (call centre complaints, mortgage redemptions).
• Made redundant

• Premises Planner