Tamzin Middleton

Manager at EDF Energy

• United Kingdom
• March 2005 to January 2011

o Management of Retail 1 Customer Service Team housing 8 highest value retail customers within European Energy Supply Company. Key Performance Indicators include accurate monthly invoicing of multi-million pound accounts, accurate account information held, and constructive customer meetings.
o Management of individual and team performance and continuous development.
o Build and maintain strong, long term customer relationships.
o Co ordinate customer communication via means of teleconference, face to face review meetings, correspondence and reports.
o Integral role in creation and sign off for customer service level agreements (SLAs) and contract tender processes.
o Create and utilise cross departmental teams to ensure end to end streamlining of customer portfolio management processes.
o Facilitation of internal and external customer training workshops. Establish requirement for training programme, create agenda and ensure objectives are met.
o Analyse internal and external processes, identify areas for improvement. Implement changes to address by reviewing, updating, publishing and monitoring progress.
o Support and influence integration of new systems and databases, industry and government initiatives.
o Qualifications Programme Manager for Institute of Customer Service (ICS) Awards. To ensure ICS targets are met within business area of energy supply company. Average target - 25% of 180 staff within each department to be awarded with an ICS award from 2011-2012.
o Quality check and authorise customer refunds.
o Influence debt recovery through customer service.
o Use billing system data to create information reports. Adapt to suit relevant audience.
o Deliver yearly business plan objectives and present updates to wide internal audience.
o Human resource process management. Including sickness absence management, maternity leave, and performance management.
o Represent business at national customer service forums and conferences.