Summary
Overview
Work History
Education
Skills
Timeline
Intern

Scott Wilson

Call Centre Team Manager

Summary

Self-motivated Customer Services Manager who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History of retaining clients and talented staff. With over ten years of experience in call center sales, service and support. A knowledgeable manager and problem-solver with a strong record of accomplishment in meeting and exceeding productivity targets.

Overview

22
22
years of professional experience

Work History

Call Centre Team Manager

Utilita Energy Limited
06.2017 - Current
  • In my role with Utilita I am responsible for training employees, maintaining a safe, secure working environment and developing my own personal growth
  • I oversee and manage the day to day running of one of Utilita's specialised customer service teams and I am responsible for coaching, mentoring and ensuring the general wellbeing of the eleven VOID account managers whom report to me directly
  • Currently I am responsible for implementing change in our processes and customer charter to make sure that both myself and my advisers provide the greatest level of customer service that we possibly can
  • Encompassed within this current role, I deal directly with our SA based customer services and complaints teams to allow the smooth management of regular customer calls akin to those calls taken within our UK call centres
  • My team and I currently manage a portfolio of over 12,00 clients with circa 250,00 properties and individual accounts that require and in depth kn Over the past six years, I have worked extremely closely with my staff and our customers in order to build a lasting rapport between our clients and the company, whether this be through direct and continued 1-2-1 support, training plans or improvement plans to increase my advisers knowledge and understanding of our customers and our products to again further enhance the overall customer experience
  • We have seen a strong and sustained improvement in our overall interaction levels with our customers over the past couple of years and my team is considered one of the most knowledgeable and customer focused in the entirety of our company with myself and a number of my advisers receiving recognition from senior management for our focus towards enhancing our customers journey from start to finish with Utilita.

Registrations And Onboarding Team Manager

SSE PLC
04.2014 - 06.2017
  • In my role with SSE I was responsible for training employees, maintaining a safe, secure working environment and developing my own personal growth
  • 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 presented weekly and monthly work clearance and development plans to my seniors and attended daily meetings to discuss our objectives and how I expected 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.

Force Enquiry Officer

Hampshire Constabulary
08.2011 - 03.2014
  • 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.

Executive Officer

Department For Work And Pensions
05.2008 - 07.2011
  • 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.

Personal Banker

Barclays Bank Plc
06.2005 - 05.2008
  • My role within Barclays involved me opening and maintaining customer's bank accounts and responding to banking enquiries whilst employed as a Personal Banker
  • I was also responsible for the selling of various regulated financial products such as personal loans, credit cards, and overdrafts
  • I found that I was able to exceed targets, set in place by my line manager, for which I received various awards
  • Working for Barclays aided the development of my customer service skills.

Marine Engineer

Royal Navy
09.2002 - 05.2005
  • My daily role would include the general upkeep and maintenance of all ships marine, electrical and mechanical equipment including engines, air conditioning systems and refrigeration systems and whilst on board ship I was required to work under pressure for long periods of time
  • During various fire-fighting exercises onboard I was given the task of supervising a team of up to 10 people, allowing me the opportunity to develop my leadership and team building skills.

Education

Foundation Degree - Mechanical, Electrical and Marine Engineering

University Of Portsmouth / Royal Navy
09.2002 - 2005.05

A/S Level - Mathematics, English, Physics, French, Physical Education

Sanquhar Academy

Skills

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Timeline

Call Centre Team Manager

Utilita Energy Limited
06.2017 - Current

Registrations And Onboarding Team Manager

SSE PLC
04.2014 - 06.2017

Force Enquiry Officer

Hampshire Constabulary
08.2011 - 03.2014

Executive Officer

Department For Work And Pensions
05.2008 - 07.2011

Personal Banker

Barclays Bank Plc
06.2005 - 05.2008

Marine Engineer

Royal Navy
09.2002 - 05.2005

Foundation Degree - Mechanical, Electrical and Marine Engineering

University Of Portsmouth / Royal Navy
09.2002 - 2005.05

A/S Level - Mathematics, English, Physics, French, Physical Education

Sanquhar Academy

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Scott WilsonCall Centre Team Manager