Summary
Overview
Work history
Education
Skills
Timeline
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William Silvey

William Silvey

Folkestone,Kent

Summary

An accomplished operations and customer experience leader with an uncompromising hands-on approach. A firm believer in hard work and common sense with a desire to achieve the unexpected. A driven, motivational leader with a proven track record building a multi-channel contact centre, boasting a culture of engagement and high performance, from the very first desk.

An energetic and authentic motivator dedicated to delivering results. An ever-calming influence thriving in the most challenging and unexpected of circumstances,

Overview

19
19
years of professional experience

Work history

Leadership Development Manager

E.ON Next
01.2024 - Current
  • Designing and delivering bespoke leadership intervention programmes to over 300 leaders.
  • Delivering tangible and quantifiable returns measured through uplifts in measured leadership capability and multiple customer outcome improvements.
  • Designing and facilitating engaging classroom training content that is assured by the Institute of Leadership & Management (ILM).
  • Providing effective 121 in-role coaching & mentoring to Team Leaders, Operations Managers & Heads of Family.
  • Observing leader performance to identify strengths & opportunities;
  • Expertly delivering performance feedback to help leaders understand what they do well and how they can improve.
  • Inspiring growth and a continuous improvement mindset through effective coaching & mentoring sessions.
  • Diagnosing problems, identifying root-causes and the appropriate actions to overcome them.
  • Communicating feedback, opportunities & actions clearly to leaders and key stakeholders at all levels.
  • Managing relationships with internal & external stakeholders e.g. Heads of Family, Ops Director, City & Guilds.

Programme Manager - Customer Experience

E.ON Next
06.2023 - 12.2024
  • Strategically reviewed all customer feedback journeys and customer experience to enable multiple operational improvements.
  • Led an operational Trustpilot initiative; laying key foundations to improve E.ON Next's score from 4.2* to 4.5*.
  • Championed how the customer voice could better be heard, both internally for process and service improvements, and publicly to enhance brand reputation and acquisition prospects.
  • Delivered tangible improvements to feedback mechanisms, ensuring consistency across customer channels and demographics.
  • Presented crucial and actionable insights into customer happiness to enable service enhancements.
  • Coordinated multiple stakeholders to deliver data-driven technology advancements to help customers, while adding clear business value.

Acting Head of Digital Operations

E.ON Next
01.2023 - 04.2023
  • Led our digital operation with passion, purpose and integrity during a challenging time for the business.
  • Successfully navigated the departmental mindset and behavioural shift required to be successful in an ever-evolving landscape.
  • Championed the true end-to-end universal agent model displayed by Digital Energy Specialists and the value-add potential outside of the traditional work-streams.
  • Continuous focus on adding value through self-serve and AI opportunities, while ensuring our customers remained top priority.
  • Positively impacted all major customer, people and performance measures.


Digital Operations Manager

E.ON Next
03.2022 - 01.2023
  • Joined Digital Operations during a period of rapid growth amid a fast-paced recruitment drive.
  • Created the multichannel planning and forecasting infrastructure needed to maintain gold star customer service at scale.
  • Consistently and relentlessly championed the Digi & E.ON Next culture of empowerment, ownership and high performance during a period of significant change.
  • Led the Outsource Relationships within Digital Operations and co-coordinated a consistent approach to performance conversations across our multi-location partners.
  • Managed and led a successful, high-performing family throughout.

Operations Manager

E.ON Next
03.2021 - 03.2022
  • Joined E.ON Next as a residential Operations Manager.
  • Played a leading role in embedding a new culture across the business during a fast-paced migration.
  • Managed Sainsbury's Energy operationally throughout the npower migration and subsequent growth within E.ON Next (from circa 25k meterpoints to >120k) while driving an increase in Trustpilot score from 3.8 to 4.6.
  • Led the relationship with our Outsource Partners during a period of rapid change, including the launch of new partners at pace, embedding our culture and forming new relationship dynamics and ways of working.
  • Managed the movement of >1m customers into our partners and the subsequent return to in-house teams, in line with strategic objectives.
  • Consistently led high performing teams within both the Leicester and Nottingham Superfamilies.

Contact Centre Manager

Powershop UK (PS Energy UK Ltd)
Birmingham
09.2018 - 03.2021
  • Responsible for customer experience across the multi-channel contact centre of a rapidly expanding digital energy supplier.
  • Direct line management of all customer service team leaders across voice, digital and social channels.
  • Sole accountability for the measurement and continuous improvement of contact centre KPIs and communication of these at department head and stakeholder level.
  • Shaping the recruitment, onboarding and ongoing development of new staff, during periods of rapid growth to deliver a consistent customer experience in a fast-paced environment
  • Delivering tangible, ongoing improvements to contact centre efficiency, customer satisfaction scores, sales conversion and employee engagement
  • Managing partnerships and relationships (with household brands) and communicating performance in line with contractual KPIs.
  • Delivering valuable, data-driven insights into impact of proposed business decisions.
  • Driving an engaged, high-performance culture through empowerment and development of people.

Customer Service Supervisor

Powershop UK (PS Energy UK Ltd)
Birmingham
11.2016 - 09.2018
  • Tasked with building an industry leading customer service environment from an empty room with no staff, processes, telephony, IT, customers (or furniture).
  • Maintained industry leading customer satisfaction and complaint scores during periods of exponential growth.
  • Implemented reliable, agile telephony solutions and managed creation and upkeep of various inbound and outbound lines in line with business demands.
  • Built and maintained an intuitive, agile model for forecasting contact volumes and types driven by customer growth across multiple brands.
  • Responsible for the design and upkeep of a multifaceted capacity plan across service and operational areas.
  • Designed resilient end-to-end recruitment and onboarding processes.
  • Championed the development and promotion of colleagues into leadership and specialist functions within the business.
  • Supported a successful office move to new premises with complete migration of connectivity and telephony.

Customer Service Advisor

Powershop New Zealand (Powershop NZ Ltd)
Masterton, New Zealand
02.2015 - 11.2016
  • Answering varied customer Queries, adhering to strict industry rules and regulations, solving complex and unique problems as they arise and ensuring that the proper service is delivered in a clear, correct and timely manner.
  • Performing above and beyond varied sales and customer service targets, regularly delivering the best results in the whole contact centre.
  • Redesigned the company-wide complaints process in line with identified trends and responsible for reduced propensity and cost, and increase in performance.
  • Recognised as a high performer and began to take on additional duties including training, recruitment and specialised projects.
  • Moved into a 'Champion' role, picking up management duties such as agent coaching and development, identifying trends and management feedback.
  • Sent on leadership courses around the country to facilitate development and build soft skills.

Policy Administration Services Technician

Xchanging PLC
Folkestone
01.2014 - 01.2015
  • Understanding multi-million pound insurance risks to enable the accurate entry of the associated policies into data systems.
  • Liaising with clients to understand requirements and ensure these are delivered within wider teams
  • Allocating workload in line with team/individual skill sets, revising processes, train new starters and quality checking work prior to client submission.

Research Assistant

University of Northampton
Northampton
09.2013 - 12.2013
  • Undertaking vital components of a hypertension study; liaising with research subjects, collecting data and communicating results with other universities and professional bodies

Strength & Conditioning Coach

Northampton Saints RFC
Northampton
09.2012 - 12.2013
  • Devising specific programmes for academy athletes within a professional rugby club to enhance mobility, flexibility and athletic performance.

Travel Consultant, Hospitality, Call Centre etc

Various
Various
09.2006 - 09.2013
  • Various part-time and full-time roles completed during school years, gap year and alongside university study.

Education

Bachelor of Science - Sport and Exercise Science

University of Northampton
Northampton
07.2013

A-Levels - Various

Harvey Grammar School
Folkestone
07.2009

GCSE -

Harvey Grammar School
Folkestone
07.2007

Skills

  • Culture and empowerment
  • Project management
  • Analytical problem solving
  • Inspiring leadership
  • Motivational team player
  • Relationship & stakeholder management
  • Risk management processes and analysis
  • Process design & continuous improvement
  • Forecasting, scheduling & capacity planning
  • Budget management
  • Recruitment and onboarding
  • Learning and development
  • Conflict resolution
  • Change implementation
  • MS Office & Google Workspace proficiency

Timeline

Leadership Development Manager

E.ON Next
01.2024 - Current

Programme Manager - Customer Experience

E.ON Next
06.2023 - 12.2024

Acting Head of Digital Operations

E.ON Next
01.2023 - 04.2023

Digital Operations Manager

E.ON Next
03.2022 - 01.2023

Operations Manager

E.ON Next
03.2021 - 03.2022

Contact Centre Manager

Powershop UK (PS Energy UK Ltd)
09.2018 - 03.2021

Customer Service Supervisor

Powershop UK (PS Energy UK Ltd)
11.2016 - 09.2018

Customer Service Advisor

Powershop New Zealand (Powershop NZ Ltd)
02.2015 - 11.2016

Policy Administration Services Technician

Xchanging PLC
01.2014 - 01.2015

Research Assistant

University of Northampton
09.2013 - 12.2013

Strength & Conditioning Coach

Northampton Saints RFC
09.2012 - 12.2013

Travel Consultant, Hospitality, Call Centre etc

Various
09.2006 - 09.2013

Bachelor of Science - Sport and Exercise Science

University of Northampton

A-Levels - Various

Harvey Grammar School

GCSE -

Harvey Grammar School

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William Silvey