The document is a curriculum vitae for Keith Leggett. It outlines his experience as an Operations Manager for npower for over 8 years, where he managed teams of up to 90 employees and 6 managers. It also details his experience in customer service spanning over 13 years. His skills include leadership, customer service excellence, performance management, and managing change.

1. Curriculum Vitae
Keith Leggett
8 Kirkstone Avenue
Peterlee
County Durham
SR8 5LJ
Home Tel: 0191 5866962
Mobile Tel: 07951537085
Personal Statement:
With more than 8 years experience with npower up to Operations Manager level and a 13-year history in
customer service I can confidently demonstrate the skills required to be a highly effective Customer
Solutions Manager. My confident, customer focused and inspirational leadership style facilitates the
achievement of high levels of performance and customer services at all times. I lead by example and
have adopted a “can-do” hands-on attitude. My experience as a manager has taught me that it is vital that
you consistently demonstrate positive behaviours and be passionate about what you do to enable you to
inspire those around you. Excellence in customer service is everything and I strive throughout my working
day to establish and maintain service levels second to none. My previous role was rewarding and yet
challenging and gave me the opportunity to work towards and deliver specific targets and improve
performance, which was a great motivator for me. I encourage high ethical standards from those that
surround me and live by these standards myself. I am flexible and reliable and can adapt to all situations
and find that my work and life experience enables me to be open minded in any given situation. I work
well under pressure and thrive in a constantly changing environment. Highly self-motivated I am confident
that I played a key role in retaining staff and encouraging development, whilst continually enthusing on
the exciting place that we worked and the people that we worked with and for.
Key Transferable Skills:
 Highly motivated, successful Operations Manager with proven background in customer service
 An excellent communicator with sound experience in contact centre ethics
 A consummate professional with a keen eye for the detail
 Passion and desire to deliver excellence in customer service to exceed customer expectations
 Experienced in performance and capability management
 Experienced in managing and supporting a team of up to 6 Team Managers and up to 90 FTE
 Presentation skills with high level of confidence
 Experienced in change management and delivery
 Enthusiastic role model for peers and others alike
 Collaborative approach with a willingness to step in and support where required
 Sound knowledge of Excel and Word systems
 Confident in company Capability, Disciplinary and Grievance processes as regulated by employment
law
 Highly experienced in complaints handling to Executive Team level (Stage 3) to support first contact
resolution whilst remaining compliant to governing body requirements
 Team builder and highly skilled in relationship building across internal and external customers

2. Achievements:
 Successful delivery of KPI’s whilst supporting contact centre to closure Maintained excellence in
performance whilst managing change
 Proficient in npower in-house billing systems and Flow Management System
 Proficient in resource planning and telephony monitoring systems (Blue Pumpkin, Avaya, Centrevue)
 Delivery of KPI’s superior to my peer group consistently week on week
 Management of change through implementation of new billing systems, changes to working practices and
guidelines as implemented by governing bodies.
 Coaching schedule planning and delivery expert
 Completion of Institute of Leadership and Management (ILM) Level 3 certificate
 Implementation of, and follow up of, revised Account Query (AQ) process for Unusual Advance AQ’s
resulting in improved service level for customers and reduction in man hours for back office teams
 Managing attendance and performance in line with company policies and HR liaison where required
 Returned long term sick advisor within 4 days through implementation of robust support mechanism
 Improved sales on Operational Group by more than 100% in 2 weeks through fun inter-team sales
incentive
 Influencing change over team managers through “Hunt Group” process
 Ensuring effective coaching is carried out by Team Managers through “coach the coach” and “coach the
coach the coach”
 Manage performance of the operation to deliver agreed service level
 Management of attrition and absence reduction
 Act as a role model to inspire peers and advisors alike
 Deviation meeting support aiding forecasting of FTE requirement and management of service level
 Cross site visit to understand impact of contact centre on feasibility team to add value to service to
customers
 Buddy support manager and mentor for new managers
 Resolution of customer complaints at operational level
 Management of complaints queue to deliver exceptional service whilst remaining compliant with governing
body regulations
 Balancing needs of the customer with needs of the business at all times
 Fully effective PDP and complete skills audit for operational level
 Utilisation of internal Hunt Group report to maintain service level of complaint handling
 Utilisation of Team Manager complaints queue report to manage service level on complaints and report
accordingly to CCM
 Understanding of utilisation report to support service levels
 Staff development to Mentor Role, Team Manager role, Second Line Support advisor role, Stand in
Manager role, Team Manager role and Operations Manager role
 Cross department support for complaints team to deliver target and support reduction in outstanding
customer complaints
 Implementation of Stress management process at team level
 Management and reporting of sales agent complaints process across site including implementation of
corrective coaching

3. May 2006 – July 2014
Customer Enquiries Operations Manager, npower, Thornaby
 Production of daily, weekly and monthly team figures
 Resolution of escalated complaints calls via company complaint system ensuring completion within
Service Level Agreement including liaison with suppliers and escalation where required
 Delivery of contact centre and personal Key Performance Indicator’s
 Support and coaching of up 6 Team Managers and 90 Advisors to maintain focus on achieving and
exceeding targets
 Coaching, motivation and development of Team Managers and advisors from employment day 1
through Doing It Right process, 5 Star service focus, feedback systems and weekly reviews
identifying improvement areas and implementing robust support mechanisms to drive performance
and secure grade progression through utilisation of PDP competencies and skills audits
 Extensive fundraising and support of company sponsored projects
 Conduct exit interviews with where required
 Ensuring a sales through service culture is encouraged through Smile techniques
 Conducting monthly 1-2-1’s, PDP’s, return to works, Disciplinary and Capability issues to dismissal
 Side by side and remote call monitoring and levelling sessions including “Coach the Coach” and
“Coach the Coach the Coach”
 Review and delivery of quality reports including compliance to CEAR act, DPA and PCI regulations
 Effective and timely feedback and corrective coaching
 Utilisation of resources to promote individual progression and manage operation performance
 Operational group training through liaison with Intra-day management
 Setting goals and personal development plans and managing to successful completion
 Acting as role model to ensure contact centre ethics are adhered to maintaining high level of
professionalism at all times
 Motivated and committed to personal development
 Regularly recognised for additional projects and welcoming acceptance of opportunities to improve
skill set and knowledge base
 Skills assessor for Buddy Team recruitment, Team Manager recruitment and in sift for Operations
Manager recruitment
 Excellent analytical and problem solving skills
 Completion of regular health and safety audits including escalation to relevant departments of risks
identified
 Trained fire warden
 Leading by example to ensure targets and objectives are exceeded
 Embracing change in process and procedures and responding quickly and positively to ensure
effective communication and understanding and smooth implementation
 Embed understanding of the Call Quality process to ensure excellence in customer service through
remote listening and call levelling sessions
 Managing attendance and performance issues in line with capability and disciplinary processes
including liaison with Human Resources locally and Human Resource Service Centre Swindon
 Planning of coaching sessions with resources to ensure timely and effective communication
 Management of truncated periods for advisors migrating to the contact centre floor
 Liaising with academy manager for update on advisors joining my operational group
 Process review to improve and add value to customer service
 Cross site meetings to support process improvement
 Implementation of enhanced coaching techniques through ILM Initiate course
 Queue management to support advisors and service level of the operation
 Attend deviation meetings with Resource and Operations Managers to manage performance of
operation
 Effective written and verbal communication skills through team meetings and presentation of revised
plan for service improvement to customers
 Management of Sales Agent Complaints for contact centre including daily monitoring and audit file
for annual review by compliance team and cross department liaison maintaining compliance with
industry regulation

4. June 2005 – April 2006
Team Manager C J Garland
 Management and motivation of team of up to 12 customer service advisors
 Production of daily, weekly and monthly team figures and timely feedback on areas of focus
 Working towards contact centre and personal Key Performance Indicator’s
 Support, motivation and coaching of advisors to ensure targets are achieved and exceeded
 Development and trial of revised customer service technique to support reduction in average handling time
 Conducting monthly 1-2-1’s, return to works and disciplinary issues in accordance with local policy
 Absence management for contact centre through introduction of new monitoring process in line with company
policy to drive attendance figures
 Side by side and remote coaching including coach the coach
 Effective timely feedback and coaching of errors
 Acting as role model to ensure contact centre ethics are adhered to maintaining high level of professionalism atall
times
 Revision of call handling standard to adjust weighting
 Planning of coaching session with resources to ensure timely and effective communication
 Holiday cover for contact centre manager
 Client liaison to director level
 Taking escalated calls and resolving complaints ensuring completion within SLA and escalation to relevant
departments or Contact Centre Manager where appropriate
 Utilisation of resources to promote individual progression and manage operation performance
 Cross department liaison to ensure effective and timely resolution of customer technical faults
 Recruitment of customer service advisors and assessing skills and knowledge levels
 Embedding contact centre ethics
 Leading by example to ensure targets and objectives are exceeded
 Mentor to new team managers joining the company
 Process review to add value to service to customers
October 1994 – February 2005
General Manager Greene King / Mitchells and Butler
 Team member recruitment and development
 Management of flagship site for customer service routines and training and development
 Staff development from new team member to manager level through in house coaching routines and national
qualifications
 Skills assessor for south east region supporting centralised training team
 Trial and implementation of revised customer services routines
 Retail unit launch post £860k development
 Budget control and profit responsibility for turnover in excess of £750k
 Extensive fund raising for local charities
 Stock and cash control and management
 Management of 28 team members including absence monitoring and disciplinary process in accordance with
company policies
 Resource planning for daily forecast volumes
 Multi site management in absence of Regional Manager
 Coaching and motivation of team members delivering timely and effective feedback to ensure targets achieved
 Resolving customer complaints on face to face basis
 Forecasting and resource planning
 First regional outletto deliver 100% customer satisfaction through mysteryshopper for three consecutive months
 Management of health and safety for retail site
 Development and launch of innovative trading style as non smoking venue utilising local radio and TV media
 Resolution of team member grievances and support on pers onal level
 Business development to secure year on year growth
Education
 ILM level 3 Management Development Programme
 Educated to “O”- Level standard
 In house training courses completed include:
Attendance Management Coaching and Development DRIVE, Continuous Improvement
Capability / Disciplinary Process Fire Safety Warden Performance Management
Time Management Health and Safety at Work
 External training courses completed include:
Mental Health Awareness Emergency First Aid at Work