Nicholas Durose

WORK HISTORY

SKILLS

ABOUT NICHOLAS DUROSE

CAREER SUMMARYAs part of my current Team Leader role, I am developing to Operations Manager Level. I take on extra responsibilities, which include:• Effectively manage and motivate all colleagues within a unit to ensure all customer and client KPI targets are achieved, unit sizes range from 120 to 750 heads.• Work closely with all support areas to maximise performance and enhance the service.• Set and deliver recovery plans where service level agreements are not met.• Ensure consistency of management through audits and coaching.• Engage with all staff to ensure we are continually identifying and implementing best practice.• Build a strong client relationship and ensure I am highlighting areas of improvement.• Chair service review meetings to discuss performance, focus areas, and the development of the service.• Identify a range of improvement areas across the service that benefits the customer, company and client. • Fully understanding the risks/rewards and commercial impact of any change.• Ensure the service is hitting all financial/commercial targets and achieving daily productivity.• Complete root cause analysis, areas for improvement and knowledge sharing.• Successful acquisition and implementation of new businesses, work streams and call types.• The recruitment of advisors and management, including the completion of any relevant assessment center\'s and recruitment events.• Management and evaluation of Risks (internal and/or external).• Compliance and Quality lead in British Gas to ensure corrective actions and preventative measures/controls are in place; providing coaching, observations and audit reviews.