1. Paul Cottrell
Personal Statement
I am a hardworking, tenacious leader of people, highly experienced in front line customer
facing management and in engaging and leading teams to consistently deliver on key
performance indicators in order to hit targets on finance budgets.
EmploymentHistory
British Gas Service Manager: 2006- present
Currently leading a team of twenty engineers my primary focus is to provide excellent
customer service and to exceed KPI’s. I also have to maintain my Gas Safe qualifications and
certifications so I can provide full technical support. To deliver these objectives requires great
communication skills and an engaged team. I have managed five different teams across
London and gained lots of experience in a challenging frontline role. Key accountabilities
include, business growth whilst adhering to FCA regulations, safety compliance and conduct,
ensuring positive customer outcomes, operational excellence, people and leadership,
financial performance, technical knowledge and support, presentation skills, recruitment,
coaching and training identified through analysing data.
 Increased upgrade income 50% over the last two years with my team.
 Through coaching and training I have reduced complaint volumes on my current area
by 66%.
 Project managed four times a highly successful trade fair which at its height attracted
in excess of 200 engineers from across four business units. This involved working
closely with internal and external stakeholders. I have received many commendations
for my efforts.
 Designed and facilitated a materials workshop which reduced the parts costs on
South London significantly over two quarters saving the business thousands of
pounds.
 I have used my communication skills to consistently improve office and field
relationships, something I started back in 2006 and continue to enjoy to this day.
During a recent period of disruptive change using surveys and regular meetings, I
managed to improve office/ field morale which helped the smooth running of a patch
consisting of 180 engineers 10 office staff and 8 team managers.
British Gas Area manager: 2014
As a high performing service manager looking to develop within the business I was personally
picked by my regional manager to work on a seconded role supporting the electrical services
business as an area manager. I was transferred during a very busy tumultuous period where
the business was under significant pressure, I had to hit the ground running and learn new
processes and methods of working as well as manage a team of 25 engineers that were
performing with the lowest KPIs in the London region. I worked closely with high level
management across both gas service & repair and electrical services feeding back on issues
and suggesting ideas. I was extremely well received and was highly praised and commended
by my director at that time.
 Built strong relationships in the office and the field across the entire business unit
 Was heavily involved in a recruitment drive to get five new electricians and an area
manager recruited into the business, this involved facilitating workshops, interviewing
and assessing candidates.

2.  In twelve months I increased productivity from 82% to 94%, First time fix went from
59% to 78%, multi visits dropped from 9.5% to 3.4% and material cost dropped from
£35 per job to £18.50.
British GasTechnical Service engineer:1998-2006
I started my career with British gas as an apprentice. During this time I learnt to work closely
within a team working towards a larger business direction. I was highly regarded as an expert
in the field and was utilised as a technician helping and coaching others to achieve good
outcomes. I quickly learnt to become self reliant and was often given extra tasks by my line
manager to help improve excellent service to our customers.
 Service and repair of domestic natural gas and LPG appliances
 Self management
 Technical excellence
 Customer service
Various employment: 1993-1998
During this period after leaving school I worked in a variety of roles this included sales,
customer service and the building industry. I was always under employment and really
enjoyed meeting new people and learning new skills.
Professional Training
2007-present day Completed a number of management courses across all disciplines
2014 Completed level 1 on excel and powerpoint
September 2008 Completed a two day leadership development Program
October 2007 Completed a five module course with British Gas on
leadership skills.
Education & Qualifications
June 2000 Highbury College Portsmouth
NVQ Level 3 Gas installation and maintenance
Mechanical engineering services maintenance
June 1992 St Johns RC Comprehensive
GCSE’s grade C in Maths, English, Science, Graphics, History
and Geography.
Interests/Activities/Positions of Responsibility
Outside of work I spend a lot of time with my family. I have two boys who both share my
interest in fishing, cycling and swimming. My passion is food and my business partner and I
regularly hold pop up restaurants taking on all the responsibilities catering for up to fifty
people. These are very popular and sell out within hours, something I am very proud of.
References/Referees
Available on request.