Tel: 07821967298Edinburgh, UK Anne.Bennett@Britishgas.co.uk

Profile

In my previous and current role I have a passion for coaching and developing others to achieve their full potential. In each role that I have undertaken I have always received positive feedback, however I also like to seek constructive feedback in order for me to keep working on my development. Because I am proactive in my own role this has allowed me to build up and maintain a network of key stakeholders and by having a vast knowledge base this has allowed me to be utilised regularly by my peers and also I consistently deliver a high performance which enables me to get regular development opportunities. Key skills

• Maintain strong relationships – By being proactive in my own role I have built up a network of key stakeholders.

• Organised - I meet tight deadlines and can plan my day effectively to ensure timely completion of tasks.

• Reliable – l have realigned my shift on several occasions to continue to be proactive and not reactive to the present ever-changing environment.

• Ability to seek feedback – l am passionate about receiving feedback from all levels of staff in order to gain more understanding and insight.

• Ability to Adapt to Change - Having been successful in securing several

opportunities within the business I have demonstrated this strength with every opportunity ascertained.

Employment August 2002 - Current

CentricaScottish Gas

I have worked for Scottish Gas for 10 years and I have a depth of experience working in several departments over this period. The majority has been spent as a customer service adviser agent progressing from customer service advisor to energy expert level. Within each role I have consistently performed to a high standard exceeding all targets. The role of Energy Expert is the highest level you can achieve. I continuously meet my 4 KPI’s across a balanced scorecard. The requirement of being an Energy Expert is that it is reviewed yearly to confirm that I am still performing at the energy expert level. I have continued to maintain this performance for the 3 years since I was awarded the Energy Expert role.

Customer Service Adviser - Energy Expert Current Role July 2009 - 2014

• Energy Expert role is the highest level for a customer service advisor. This role involves me consistently exceeding business targets.

• Manage escalated and complex enquiries from beginning to end; maintaining contact with the customer throughout to ensure their enquiry is resolved to their satisfaction.

• Assisting my peers and team leaders to improve team performance through peer coaching.

• Acting as a mentor in supporting my peers in their aspirations.

• Supporting new team members and colleagues who have been away from the business.

Coaching Skills

Through carrying out side by side coaching and 1 2 1 sessions within my peer group I am able to recognise each individual agents abilities. By using different questioning techniques and actively listening enables me to give the right level of support.

As I am a frontline agent myself who consistently delivers all business targets, definitely has a positive impact and agents are able to put things into a different perspective and take on board my support, thus resulting in agents trying different techniques and ideas to improve performance.

Being able to understand agent’s barriers and showing a genuine interest results in sustained KPI performance. By documenting each session agents are able to see their journey to improved performance.

Recruitment Consultant April 2014 - April 2015

I have recently completed a 12 month within British Gas; I was responsible for recruiting external/internal candidates into the business.

Key Skills

• Create and manage campaigns relating to business requirements - Using specific messaging framework material.

• Conduct Interviews - Telephone Interviews, Role play simulations and face to face interviews selecting and screening candidates suited to role using a robust scoring matrix.

• Candidate Responsibilities - Raising contracts, Experian background checking, and keeping consistent contact with candidates up to their start date, working closely with our HR department.

• Facilitating Assessment Centres - Conducting presentations, meeting and greeting potential new starts into the business.

Communication Secondment Jan 2011– March 2011

During my time working for Scottish Gas I completed a 3 month secondment in the Communications department. I was able to contribute my frontline knowledge ensuring always that the correct information was relayed and importantly directed to the correct audience. Importantly being a visible presence. I had to consistently prioritise workloads to meet everyone’s expectations. Working to tight deadlines and delivering a very high standard of work.

Supported a new Business Proposition

• Validation – Making sure that the communication was cascaded effectively to the right audience and also seeking validation and understanding.

• What I have taken away from this experience – Having an insight into how we launch a new proposition and how this affects the business as a whole.

Heavily involved in Business Leadership event

• Organisation/pulling together – Working as part of a team I had to meet tight deadlines, ensuring tasks were kept within their timeline. Played a part in the initial set up of the venue.

• What I have taking away from this experience – Having this opportunity gave me the opportunity to continue to build on my own personal brand. Being able to take away a better understanding of our leaders responsibilities and goals.

Exposure to our Leaders in the Business

• Bringing their vision to life – My secondment gave me the opportunity to meet our Leadership Team face to face. I also got first hand experience in understanding each individual’s commitments and the different working groups within the business.

Education 1987 - 1991

Trinity Academy, Edinburgh

Additional Attributes

Volunteering/Fund Raising July 2012

I have recently applied to Equal Approach which provides a Befriending and Mentoring service for disadvantaged children/adults out with Scottish Gas. I am also involved in Charity Fund Raising; the overall goal is to raise £8.300. l also volunteer for the charity Shelter in my own time

IT

• PowerPoint• Microsoft Publisher• Siebel/Sap – in house systems that I use on a daily basis as a customer service

adviser.• I grasp• HR Systems• Workbench - in house systems

References available on request