Nicola Davies
Thornley,Durham
Summary
I am a highly motivated and confident professional with a strong ability to thrive in fast-paced, target-driven environments. With over 12 years of experience in the energy sector, including managing complex complaints across both Domestic and Business sectors, I bring a wealth of knowledge to my coaching approach. I take great satisfaction in supporting colleagues through coaching, helping them grow in confidence and capability, and have a proven ability to deliver constructive feedback that enhances individual and team performance.
I held coaching session with DRE’s regarding complex billing and how to deliver decision around this with challenging often analytical consumers. I gave a new view on how to investigate these cases asking the consumers for specific examples of inaccurate billing, reducing investigation time, which in turn resulted in higher productivity for decisions, less cases at KPI stage, an increase in CSAT and a reduction in appeals and coach workload.
I take pride in resolving complex cases with accuracy and fairness, communicating outcomes impartially to consumers and stakeholders in line with the quality framework. I consistently escalate trends that may affect consumers and collaborate with coaches to improve outcomes. My commitment to quality is evident in my March score of 90.18% and my dedication to living our values every day. I am passionate about delivering excellence, supporting others, and contributing to the success of Run the Business.
I am confident in my ability to pass on knowledge, support the achievement of quality and behavioural targets, and foster a culture of continuous improvement. My recent appointment as a DRE3, currently in a six-month test-and-learn phase, reflects my commitment to development and my capability to lead and coach others through change.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work history
Coach Stand-in
Energy Ombudsman
10.2024 - 05.2025
- Stepping up as coach stand in when my coach is on holiday or at short notice to cover sickness.
- Ensuring the team is driven, motivated and engaged and the quality framework is followed.
- Providing case support delivering expert advice to aid in resolving disputes.
- Holding group case support sessions as a part of a stand up weekly. Sharing best practice to encourage learning and enhance knowledge.
- Proactively approaching DRE's where I identify a need for support, both professional and personal. A DRE stated in the team chat that they were having personal issues and I called to offer support and arranged for them to have pay back, to ensure they could be focused at work.
- Leading daily stand ups and delivering difficult business updates, clearly and concisely, always providing the "why" whilst acknowledging concerns and maintaining morale.
- Allocating new work based on stock levels within the team, ensuring all KPI cases are completed on time.
- Proactively offering support around delivering difficult decisions, reducing the appeal rate by 5%.
- Coaching and supporting a DRE returning from sickness around managing workloads and organising their day to ensure all KPIs were met and to help with a smooth transition back into the workplace.
DRE3
Energy Ombudsman
01.2023 - 05.2025
- Managing a case end to end by completing and delivering impartial decisions, clearly and effectively to consumers and stakeholders in line with TOM.
- Investigation of complex cases for Domestic and B2B.
- Working with vulnerable consumers, understanding their needs and providing the additional support required.
- Objection handling when delivering difficult decisions, remaining empathetic.
- Passionately coaching fellow Domestic and B2B DRE's and providing 121 support, as well as drop in case support sessions around investigations and delivering decisions, in line with KPI's.
- Ensuring that the correct decision goes out first time to reduce challenges and drive CSAT/NPS.
- Escalating trends to coach and directly into relationship team to influence supplier's behaviour.
- Collaborating with Rebecca Sharpe in relationships around a suppliers lack of knowledge around back billing regulations which led to further training and reduced appeals around this area.
- Celebrating and sharing success, as well as providing constructive feedback where required, to enhance and develop knowledge and improve performance.
- Supported a new community of DRE's in their transition from B2C to B2B, building knowledge and quality scoring.
- Supporting my coach when new messages are delivered, when the new hubs were introduced there was negativity around this transitions. I supported in the delivery of this in stand ups and community meetings, by speaking up and focusing on the positive and benefits of an office environment
- I review and am accountable for a maintained consistent scorecard year on year (16 – 2023, 16 – 2024) which has resulted in a successful application for the DRE3 role.
Sales Advisor
RESQ
02.2022 - 12.2022
- Making outbound calls for a 'big six' energy supplier, to retain or gain new customers.
- Working between various campaigns and data packs with short notice and adapting my approach to suit.
- Overcoming objections raised by the customer, to ultimately retain the account or to gain a new contract.
- Delivered professional sales pitches, establishing credibility and trust amongst potential clients.
- Stayed updated on latest trends in renewable energy sector to provide knowledgeable advice to customers seeking green solutions.
- Developed strong customer relationships by providing excellent service.
- Achieved monthly sales and performance KPIs for improved team success.
Performance coach
Npower
07.2013 - 10.2021
- Coaching and performance management of a team of frontline advisors within customer enquiries.
- Conducted weekly 121's with advisors reviewing performance and setting goals based on KPI's to facilitate continuous improvement in performance and skills.
- Identifying development areas and communicating these with the advisors focusing on solutions.
- Supporting and driving productivity, quality and behaviours.
- Coached and supported an advisor around AHT on calls, listening in on calls and offering alternative ways to handle conversations whilst maintaining excellent customer service. We reduced this advisors AHT from 1245 to 620 in line with company target.
- Introduced mindfulness exercises such as daily break/lunch walks, reducing workplace stress levels.
- Working alongside Ops management and coaches to ensure wider team achievement.
Senior complaints advisor
Npower
07.2013 - 10.2021
- Managing a caseload of complaints to consistently achieve business KPI's.
- Using time management and organisational skills, to ensure every customer is contacted within agreed time frames.
- Working with various departments, internal and external to complete a full and fair investigation.
- Agreeing a resolution with customers, within given business time frames, to prevent escalations.
- Providing high quality customer service on every customer contact, verbal and written.
- If email contact is required, this is done to a high standard ensuring all points are covered.
- I was part of a team which reduced customer complaints from 16,000 to under 2000.
- Working as part of a data cleanse team, preparing customer accounts for migration to a new system.
Counter Manager
Barclays Bank
11.2003 - 05.2013
- Managed daily branch operations and supervised team of banking staff.
- Coached and developed banking staff to consistently meet and exceed performance objectives.
- Training and supporting counter team members in customer service, upselling and till management.
- Overall responsibility for the balancing of the branches TILL books.
- Completing regular 121s and observations, proving constructive feedback to enhance performance.
- Motivating the team to achieve upsell targets and CSAT through 'mystery shoppers'. I would hold regular "incentive" days for staff to boost morale and encourage healthy competition.
- Ensuring the counter team were updated with knowledge of new products.
- Maintained high standards of service delivery by encouraging excellence among team members.
- Ensured compliance with all banking laws and regulations during operations management.
- Coordinated staff training programmes, promoted professional development within the team.
Personal Banker
Barclays Bank
11.2003 - 05.2013
- Cheque processing and cashier duties.
- Delivering exceptional customer service, meeting customers individual needs.
- Administration duties, arranging customer appointments with mortgage advisors, business managers and premier managers.
- Organising my own diary and building rapport with customers to tailor products to their individual needs.
- Delivering and exceeding set branch targets and managing the counter team.
- Delivered excellent customer service to foster positive relationships.
- Prepared detailed reports for management review and decision making purpose.
- Applied knowledge of financial products to improve customer understanding.
- Collaborated with team members to meet daily operational requirements smoothly.
- Promoted bank's products for increased sales and branch profitability.
- Managed and resolved customer complaints promptly, ensured higher client retention rates.
Education
NVQ LEVEL 2 - customer service
Barclays Bank
GCSE - 5 A-C
Easington Community School
07.1998 - 06.2003
Skills
coaching and development
emotional intelligence
leadership and team support
operational awareness
problem solving and decision making
written case handling
customer service excellence
organisational and technical skills
Custom
Available on request
Personal Information
Timeline
Coach Stand-in
Energy Ombudsman
10.2024 - 05.2025
DRE3
Energy Ombudsman
01.2023 - 05.2025
Sales Advisor
RESQ
02.2022 - 12.2022
Performance coach
Npower
07.2013 - 10.2021
Senior complaints advisor
Npower
07.2013 - 10.2021
Counter Manager
Barclays Bank
11.2003 - 05.2013
Personal Banker
Barclays Bank
11.2003 - 05.2013
GCSE - 5 A-C
Easington Community School
07.1998 - 06.2003
NVQ LEVEL 2 - customer service
Barclays Bank
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