Scott Wilson

As a Customer Experience Manager at QUBA SOLUTIONS Ltd, I was responsible for overseeing and improving the overall customer journey, ensuring seamless interactions between the company and its clients. My key contributions and responsibilities during this period include:

Customer Journey Optimization: Led initiatives to map and streamline the entire customer journey, identifying key points and implementing solutions that resulted in improved customer satisfaction and retention rates.

Team Management: Managed a team of customer experience representatives, providing guidance, training, and performance evaluations to ensure high standards of service delivery. Focused on fostering a collaborative and motivated team culture.

Data-Driven Insights: Utilized customer feedback, surveys, and data analytics to monitor service quality and identify areas for improvement. Presented regular reports to senior management with actionable insights and recommendations for enhancing customer experience.

Cross-Department Collaboration: Worked closely with product, sales, and marketing teams to align customer feedback with product development and service offerings.

Technology Integration: Played a key role in the implementation of new CRM and customer support technologies to enhance operational efficiency and improve response times.

Complaint Management & Escalations: Handled complex and high-priority customer issues, leading resolution efforts and ensuring customer concerns were addressed promptly and satisfactorily. Maintained a high level of professionalism in managing escalated cases.

Process Improvement: Identified and implemented process improvements across the customer service department, reducing resolution times and improving first-contact resolution rates.

During this period, my efforts directly contributed to the company's enhanced customer satisfaction metrics, positive client feedback, and overall growth in customer loyalty.

As Contact Centre Manager at Utilita Energy, I was responsible for overseeing the day-to-day operations of a number of the contact centre team, ensuring that customer service teams consistently delivered high-quality support to residential and business customers.

My key achievements and responsibilities during my tenure included.

• Team Leadership & Development: Managed and motivated a team of 34 customer service agents, supervisors, and team seniors. Provided ongoing coaching, training, and development opportunities to ensure teams were equipped with the skills and knowledge to meet performance targets and deliver exceptional customer service.
• Performance Management: Monitored key performance indicators (KPIs) such as first-contact resolution, call handling times, customer satisfaction (CSAT) scores, and Net Promoter Scores (NPS). Led regular performance reviews and implemented action plans to improve individual and team performance, resulting in a 68% increase in customer satisfaction over the period.
• Process Improvement: Identified and implemented process and workflow improvements that enhanced the efficiency of the contact centre. Streamlined operations to reduce customer wait times, improve first-call resolution, and increase overall service delivery efficiency.
• Customer Experience Strategy: Played a key role in developing and executing customer experience strategies that aligned with Utilita Energy’s business objectives. Ensured that customer touchpoints were consistent, effective, and responsive, contributing to improved retention rates and stronger customer relationships.
• Escalation Management & Complex Issues Resolution: Managed high-priority and escalated customer complaints, ensuring that complex issues were resolved in a timely and satisfactory manner. Worked closely with senior management and other departments to address service gaps and drive solutions that enhanced customer experience.
• Change Management: Led the implementation of new technologies, systems, and processes, including the adoption of an upgraded CRM system and chatbots, to improve operational efficiency and customer interaction quality. Delivered change management training to ensure a smooth transition for staff and minimal disruption to service.
• Budgeting & Resource Allocation: Managed resource planning, including staffing and scheduling, to ensure optimal coverage during peak and off-peak hours. Worked within budget constraints while ensuring that the contact centre met service level agreements (SLAs) and customer expectations.
• Reporting & Analytics: Regularly reported on contact centre performance to senior leadership, utilizing data analytics to assess trends, identify areas for improvement, and present actionable insights. Used data to drive decision-making and improve overall customer service operations.
• Employee Engagement & Retention: Developed initiatives to improve employee engagement, reduce turnover, and build a positive work culture. Introduced recognition programs and team-building activities that contributed to a 28% reduction in employee attrition.

During my time at Utilita Energy, I played a critical role in enhancing the customer experience and ensuring the contact centre was a key driver of customer satisfaction, loyalty, and business success.

In my role with SSE I was responsible for training employees, maintaining a safe, secure working environment and developing my own personal growth within a number of SSE phone, broadband and energy teams.

The day to day planning for work completion, tasking members of staff with particular targets and managing the quality of work items completed was a large part of my role.

I am adept at presenting weekly and monthly work clearance and development plans to my seniors and attend daily meetings to discuss our objectives and how I expect for the team to achieve them.

I was expected to manage performance, customer complaints, core values and staff behaviours where necessary.

On a daily basis, I quality control checked a number of work items for each of my team members in order to maintain the highest standards that our company expected.

Any required feedback and learning was provided directly by myself.

I was responsible for completing sickness reports, back to work interviews and any disciplinary action that may be required with regards to members of my team.

As a member of the SSE management team, I was extremely focused on assisting staff members to achieve their full potential by coaching, mentoring and aiding them where required.

I could be expected to assist with the recruitment and interviewing of potential new staff members, managing customer complaints and providing direct support to any advisors receiving any such customer complaints in order to discover the pre-emptive reasoning and root cause for any such customer complaints. Through this particular role, I built a greater understanding in the reasoning and resolution to assist our customers with any complaint matters that they should so be required to raise, all the while following OFCOM/OFGEM rules and regulations at all times.

My daily duties whilst working for Hampshire Constabulary included taking a wide variety of telephone calls from members of the public who were reporting both minor and serious crimes being committed against themselves, their properties or against people that they know.

It was of the utmost importance that when these crimes were reported that they were recorded quickly and accurately in order for officers to be deployed in a timely manner to apprehend any suspects, investigate any reports and to ensure the safety of the public.

As a Force Enquiry officer was required to stay calm and in control when dealing with stressful calls and handle myself in a professional manner at all times.

During my time within the DWP I carried out two job roles. The main role entailed the general assessment of a customer's entitlement to state benefit by gathering specific information to aid me in making accurate decisions.

I worked as part of a large team of approximately thirty five people but was expected to set out my own working rots and patterns.

This enabled me to develop my skills in time management and allowed me to develop my own initiative.