1. DavidFilcher
Stoke-on-Trentdavidfilcher@gmail.com - 074787467141
WORK EXPERIENCE
Hydron Debt and MeteringLtd - ClientServicesManagerJuly 2014 to date
• Full CustomerRelationshipof Managementof 7Utilityclients.
• Designedabusinesscritical KPI performance packforthe seniormanagementteam
• Acts a businesscollectionsconsultantforseveral Utility providers.
• Useda complex Warrantofficerin magistratesandCrowncourtsrightsof entrycases.
• Servicesquote productionforbothDebtrelatedmattersandGasand DomesticMetering
• UpliftedTelephoneCollectionPerformance by33% thiswas achieved byarange of measuresboth
processand personnel driven
• ImprovedHydronsDebtperformance inaDebtchampionchallengercompetitiontogain90% of the
workfrom a majorclient.
Compliance and Quality OfficerGeta Will - Market Drayton - July 2014 to July 2015
• Designedandimplementedabalance scorecardandKPIsuite thatfocusedoncall quality,
performance andcompliance.
• Ensuredthat all callsmade fromthe contact centercompliedtocurrentOFCOM2010 automated
dialerregulation,PCIandDSScall recordingregulations,DataProtectionActandHuman rights
legislations.
• DocumentedaqualitycheckingprocessandappliedittoFTE 40 salesagents.
• Recruitedsalesagentforcontactcenter.
Operational Team Manager - Stoke-on-Trent- January 2011 to June 2014
 Managing npowerrelationshipwithotherIndustrysuppliersandMeterOperatorsinline with
industryagreements
• Managing a ThirdParty AgencyBudgetof circa £1,500,000
• KPIDevelopmentandperformance management.
• People devolvementandcoachingachievedbyusingpeopledevelopmentplans,coachingplansand
alsoregime of regularmonthly121's.
Team Manager ComplaintsNpower Ltd - Stoke-on-Trent- September2008 to January 2011
• Managing MP and confidential complaintstoensure customerservice levelswere achieved.
• Established,trainedandmentoredaspecialistteamof advisor’sworkcomplaintsandachieve
resolution.
• Minimizedcompensatoryriskandmanageda£100k compensationbudget.
• People devolvementandcoachingachievedbyusingpeopledevelopmentplans,coachingplansand
alsoregime of regularmonthly121's.
•

2. Debt CollectionAgencyManager NpowerLtd - Stoke-on-Trent-December2007 to December2010
• Effectivelymanagedthe performance of External 7DCA's.Thiswas achievedbycompilingeffective
weekly/Monthlyperformancestatisticsbymeansof developingareportingsuite andagent
performance league table.
• Regularmonthlyface toface performance meetingsanddealingcollections/Warrantproblemsas
theyarose.
• Producedstatistical evidence andrecommendationsforimplementationof agencyperformance
improvementplan;agreementwasgainedbetweennpowerandDCA and resultswere reported
back to the seniormanagementTeam.
• Took a range of actionsto ensure thatcash collectiontargetof £19.6 millionwascollectedbythe
DebtcollectionAgencyteam.Thiswasachievedbyregularside byside coaching,KPIfeedback,one
to one process,use of Performance ImprovementPlansandthe performance capabilityprocess.
Tele collectionTeam Manager NpowerLtd - Stoke-on-Trent- December2003 to December2007
December2003- December2007 Tele collectionTeamManagerDutiesIncluded:
• Ensuredthatboth Call CenterKPI,CashcollectionTargetsandService levelagreementswere achieved
by usingthe one to one process,side byside coaching,performanceimprovementplans,regularweekly
performance reviewandutilizingthe capability/disciplinaryprocess.
• Implementedacall qualitymonitoringregime byateamof 8 senioradvisorsona call centerhead
count of 120 FTE. Thiswas achievedbycoaching/mentoringandobservingthe senioradvisorstoinstall
collectionand call qualityintocoachingcirclesof advisors.
• ImplementedaCashcollectionincentive foracollectionscenterof 120 to achieve agivenshortterm
cash collectiontargetof £1.1million.•People devolvementandcoachingachievedbyusingpeople
developmentplans,coachingplansandalsoregime of regularmonthly121's.
Legal CollectionTeamManager - August 2001 to December2003
• Managed 25 FTE to achieve areductionindebtordaysfrom120 daysto 90 daysand a reductionof
debtpercustomerfrom an average of £33.27 to £23.50
• Implementedafullycompliantlegalcollectionprocesswithinthe remitof Utilitiesact2000 and gas
and electricboard'sact 1954. Thisprocessensuredthatall propertyentrywaslegal;all
disconnectionwithinactslegal parametersandthatnpower’sbrandwasprotected.
• People devolvementandcoachingachievedbyusingpeopledevelopmentplans,coachingplansand
alsoregime of regularmonthly121's
• Relationshipmanagednpower'srelationshipwithapanel of debtcollectionagentsthatwere
authorizedtodisconnectcustomersorfitprepaymentmetering.Thispanel hadabudgetof £4
millionperyear.
SergeantRoyal AirForce Regiment- July1977 to July2001