Matthew Evans

Customer Service Operations HLC Team Leader – Openreach 2018 - present

Key Responsibilities and accountabilities

· As a Team Leader in Customer Service Operations, I’m responsible for leading/managing a team to deliver results for our customers, ensuring they get the help they need when they need it.

· My role is focused on driving a team to deliver brilliant service ‘first time, every time’ to our customers, no matter who they are or what support they need. I’m an active, visible leader, focused on coaching my people to answer questions, solve customer problems, and resolve issues where things don’t run smoothly or connect customers with the right team.

· Own and handle escalations, communicate with senior stakeholders, demonstrate operational grip, deliver customer satisfaction

· Create brilliant teams by leading, inspiring, engaging and coaching my people. Living our values of Personal, Simple and Brilliant and being an ambassador for our Brand

· Plan and manage the team’s attendance and rota around the business need

· Effectively manage safety, attendance, overtime, and expenses/budget across the team

· Influence and challenge internal suppliers at all levels to gain cooperation needed to resolve customer complaints at all levels

· Lead the delivery of change for my team, making sure that the team understand any changes, why it happens and the benefits for the customer

Customer Resolutions (DSO/HLC/MP) – Openreach 2014 – 2018

Key Responsibilities and Achievements

· Manage High Level Complaints (HLCs) that come into the business that are Brand and/or Share Price affecting and working closely with key stakeholders across BT Group to aid a speed and quality resolution for the complainant (customer, Communications Provider or Elected Member).

· Develop excellent client relationships with Elected Members with the aim of resolving constituents complaints raised via their offices and keeping them fully informed.

· Make sure an exceptional customer experience is delivered on each and every internal interaction.

· I’ve covered the DSO team for my first line manager (FLM) and other FLMs on numerous occasions and have always received positive feedback, as well as being recognised by my peers and senior managers for doing an excellent job.

· I’ve embraced and promoted BTs ‘speaking with one voice’ programme. As a ‘one voice champion’ I’ve been asked to check writing; both to customers and MPs. I’ve also highlighted any business writing that doesn’t meet the ‘one voice’ criteria and managed to get it changed so it’s in line with our brand. I’ve also attended regular calls with BTs head of brand language; as well as being invited to one voice workshops and BT Brand events.

· Since September 2018, I’ve been leading the High Level Complaints in Liverpool on a covering basis. This includes dealing with escalations for senior management, stakeholders and our customers in a fast paced environment. Having monthly coaching and one to ones with team members. Driving continuous improvement across the team with regular huddles/meetings and feedback. Making sure team performance is effective as possible by having brilliant conversations.

Complaints Insight & Root Cause Analyst – BT (Consumer) 2014

Key Responsibilities and Achievements

· Completed Root Cause Analysis (RCA) into complaints, identifying the primary failure reason and the factors that led to the complaint.

· Needed to have knowledge of operational processes across Early Life, In Life and Sales & Retention functions; in order to report back areas of improvement.

· Using our recognised RCA and quality tool, I conducted structured and systematic data gathering, manipulation, trend analysis and tracking to provide the insight that will aid reduction programmes.

· Worked as part of a virtual team and presented analysis to a management audience, both inside the direct team and on occasions the wider operational teams.

· Worked with many different systems to complete the RCA. To make sure the insight was as accurate and informative as possible.

Complaint Handling and Quality Analyst – BT (Consumer) 2012 – 2014

Key Responsibilities and Achievements

· Assessing quality of customer contact across all Consumer Customer Service by listening to calls with customers and assessing whether the way the call was handled is in line with BT Customer Service complaint handling principles and with a Customer First approach.

· Identifying the calls/contacts to assess through data mining.

· Categorising failure areas and quality of resolution, including a summary of key events and failures to help steer feedback and subsequent discussions.

· Producing these checks to schedule and sending to site reps with a full summary of overall findings. Chasing through returns from sites and reviewing quality of return, ready to discuss with site quality reps.

· Attending quality calls with the sites. As part of these then walking through highlighted cases, dealing with any ‘disputes’ over findings. And also pulling out any trends or process issues so that actions to address can be agreed.

· Maintaining a database of all the categorised and analysed contacts.

· For Q1 (2013-14) a reduction of 12% was achieved (better than target) in ELC receipts for the functions we were working with. For Q3 we met the 45% target set for complaint SR compliance on IVR I want to complain calls and, up to the end of February 2014 this had risen to 65% for the sites we work with. I was an essential part of enabling the team us to achieve these results.

Brand and Quality Ambassador – BT (Consumer) 2009 - 2012

Key Responsibilities and Achievements

· Owned and set-up an analytical frameworks that helped BT drive performance, challenge processes and question barriers. Using the various tools & resources available, I was responsible for setting up new processes. These processes contained logical, consistent and sophisticated data & drivers that could be manipulated to identify common failures/trends/themes.

· Using the various sources/reports available to me, I worked on various projects, both within complaint operations (enhance customer satisfaction, fully resolved, advocacy etc.) as well as the wider CS (such as a 2012 complaint reduction programme).

· Contributed to conference calls that were associated with the analytical feedback I’d done or that were in connection with any projects that I was involved in. Supported my FLM and CCM to challenge performance (professionally). And was able to explain my rationale to support a decision I’d made.

· Owned, designed and delivered analytical findings or opportunities in way of PowerPoint presentations a targeted audience. Own the scheduling and invitations.

· Contributed to the design and implementation of new quality frameworks across Complaint Operations (supporting my FLM).

Complaint Review Service/Executive Level Complaints case handler – BT (Consumer) 2005 - 2009

Key Responsibilities and Achievements

· Highly organised, managing lots of different open complaints at the same time. Keeping track of these complaints right up until the point they were closed, having fully resolved them.

· The ability to identify quickly and analyse complex multi-faceted complaints using my extensive One-view and Retail Product & Service knowledge. Changing the customer’s perception played a key part to ELC principles and when their complaint was resolved, I may sure they left ELC saying everything’s sorted and they’d even recommend BT to their friends and relatives.

· Challenging conversations weren’t the norm not just with our customers, but their representatives and our ELC Key Stakeholders also. I needed to know my business, be able to write stuff really well and use great call control. Showing that I could negotiate compromise and deliver difficult messages in a clear way, never using jargon.

· Always acted with urgency and never accepted second best. I challenged barriers. And we did this professionally and quickly. Leading by example, and acting with integrity, discretion and professionalism at all times.

Outbound Sales/Customer Options/Customer Service Advisor – BT (Consumer) 1999 – 2005

Key Responsibilities and Achievements

· Made outbound and took inbound calls from BT customers. Dealing with a wide range of different customer service issues from customers reporting faults, querying their bills, wanting to buy a product/service, as well as handling and logging complaints correctly. Using BTs escalation process when necessary

· Stayed compliant at all times. Making sure never denigrate our competitors

· Hit daily, weekly and monthly targets including talk time, wrap time and adherence