B2C Communications Advisor
EDF Energy
مجموع سنوات الخبرة :17 years, 9 أشهر
Provide communications advice and consultancy to key stakeholders
•Develop and implement a communications approach and detailed plan for various projects
•Ensure robust measurement and evaluation methods are used to objectively assess the impact of communications
•Write engaging content for use in a variety of communications channels
•Responsible for taking a pro-active approach to working with the business, developing communications activities that help support the engagement of staff. Influencing decisions on timing, content, style of communications delivered within the business based on robust management information
•Acting as a quality control for all communications within B2C, ensuring all communications are consistent in terms of branding and strategic message and meet compliance regulations
•Advise key stakeholders within B2C as and when required on how to promote their message taking advantage of all appropriate existing communications channels
Day to day analysis and managing of the South East B2C offices
•Provide regular forecasts on staff absence, advisor service levels, and call volumes
•Provide daily, weekly and monthly reports to senior management on predicted and actual staff costing and productivity
•Produce any written communications due to be sent to staff of all levels on upcoming updates/changes to telephony, holiday allowance and overtime availability
•Regularly attend meetings with senior managers providing analysis on best working practise for the coming week on our call floors
•Develop reports based on briefings received. Ensure the roll out of new processes is complied with by all those affected
•Liaise with different departments across the business to source reports and data that is accurate and relevant to those requiring it
•Provide regular scheduling for training, meetings and team briefs for over 500 members of staff
Provide regular high level reports and analysis on quality forms, as completed by the customer service management team
•Provide a Point of Contact service for a CRM within customer services, managing the expectations and quality performance/engagement within my allocated area
•Creation of engagement survey databases, and produce my findings and analysis to senior stakeholders
•Assist in quality programs and provide areas of improvement (via call listening and feedback)
•Facilitate monthly call calibration sessions and assist in the organisation/reporting of Glenn Ewing's voice sessions
•Organise company incentives and awards ball, showcasing the best of our staff for the previous year
To facilitate the learning of new and existing staff on the working capabilities of SAP CRM
•Provide delegates with thorough and in-depth knowledge of SAP, and various best practices
•Testing the training and/or performance support products for the Orchard Learning Programme
•Report areas of strength and areas for improvement to senior management, on both an individual and team basis
24 hour call response to new customers signed via door to door sales
•Liaising with customers to ensure legal & regulatory guidelines has been fully adhered to
•Recognising and raising any potential issues with various sales managers and advising of action that needs to be taken
•Continuous feedback to Senior Managers on improvements to the sales training of current and new Field Sales Agents
Communicate and engage staff in all aspects of the Hove & Worthing Green Travel Plan
•Working closely with HR and Communications due to the sensitive nature of this project
•Production of regular and bespoke Management Information, together with appropriate analytical comment
Using sales, business development, marketing and networking to attract business from clients/companies
•Advertising vacancies appropriately via various means (e.g. websites, magazines, email)
•Developing a good understanding of each individual client and company and their requirements
Meet & exceed pre-set sales targets, both individually and as part of a larger team
•Plan & carry out direct marketing activities to agreed budgets, sales volumes, values and timescales
•Monitor and report sales trends and success rates via various methods to relevant management
•Conduct market research, and customer and competitor surveys
•Liaise and attend meetings with local and national companies to form corporate links and staff benefit schemes
Setting and meeting performance targets for efficiency, sales, and quality
•Managing the daily running of the call centre
•Liaising with Senior Managers, Operatives, and third parties to gather information and resolve issues
•Arranging regular staff recruitment drives, including producing vacancy advertisements and liaising with HR
•Providing regular performance management and/or training, motivation and staff incentives/bonuses
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