1. Andy Clark
89 Newton
Sturminster Newton
Dorest
DT10 2DQ
07979 562167
Helenandy@talktalk.net mobile 07979 562167
Personal Profile
An influential and highly professional operational Leader with an extensive career history and proven
track record within British Gas. Successfully driven departmental performance, compliance and
customer satisfaction levels within multiple areas at a senior level, possesses the ability to develop
teams, improve processes and implement changes across wide areas to secure positive outcomes in line
with company visions. Thriving on professional challenges currently operating as Head of Operations
SMART metering in developing and delivering the biggest change the energy market has seen for forty
years.
Education and Training
 2012: British Gas Spring Board Programme
 2012: Emotional Intelligence
 2011: Leading Change
 2008: Positive Power & Influencing
 2006: Diploma Business Management
 2004: Frost and Sullivan 2-day Strategic Management Skills Programme
 2003: “Court in the Act” Health and Safety Programme. (Managerial Training)
 2001: Centrica Customer Care Programme
 1999: Centrica Business Advantage Programme (Managerial Training)
 1994: 1995: BTEC NVQ Level 4 Certificate in Management
 1991: 1994: BTEC in Gas Services Utilisation, Paddington Technical College
 1988: 1991: British Gas, Gas Engineering Apprenticeship
 1988: St Paul’s Grammar School West London.
Experience
August 1987 – Present: British Gas
Having worked for British Gas for the last 28 years, I have progressed through a series of promotions as
a result of my performance, knowledge and attitude, initially employed as a Service Engineer and
subsequently successfully fulfilling a number of operational leadership roles, as detailed below:
Aug 2010 – Present: Head of Operations – British Gas SMART Metering
Providing end-to-end strategic management and inspirational leadership to engage & motivate my
people and ensure delivery of operational plans. Team responsibility - Direct reports 6 x Regional
Managers, 35 x District Managers & c2000 Smart Energy Engineers. Building strong working
relationships with senior TU representatives and leading negotiations/consultation nationally. The
business owner of third party relations and partnerships. Owner and responsible for ensuring we meet
our internal and external regulated charters.
Key Achievements
 Instrumental in securing significant efficiency improvements through operational cost control
challenges and performance delivery
 Development and delivery of an end to end field and office operation from scratch
 Key external stakeholder with energy networks and transporters
 Year on year safety KPI’s increased through delivering cultural change.
 Improvement across all customer satisfaction metrics within a challenging environment
 Business owner for Olympic / Common Wealth games operational coverage.
 Responsible for delivery and implementation of business winter Plans for past 5 years.
 Asset management controls and processes to minimise risk of commercial loss.

2. Dec 2008 – Aug 2010: Regional Service Manager- Service & Repair Central London BG
As Regional Service Manager West & Central London I was responsible for the combined activities of
500 staff including 7 direct report senior managers and 36 front-line managers.
Key competencies employed and knowledge required were principally the same as those detailed for the
“Head of Operations – SMART Metering” role, apart from the span of control and activities of the
engineers being the differentiator.
Jan 2006 – Dec 2008: Customer Operations Manager- Service & Repair London BG
Jan 2006 – Jan 2008: Customer Operations Manager- Service & Repair South East BG
May 2002 – January 2006: Customer Operations Manager- Service & Repair London BG
 Responsible for the direct leadership of 6 Line Managers with over 100 Engineers,
 Coaching and motivating team to deliver exemplary standards of service.
 Ensuring compliance with company policy and also with statutory requirements on health and
safety matters and gas safety regulations.
 Regularly assess competence and performance of team, taking appropriate action to address
development and performance issues.
Dec 1997 - May 2002: District Manager - British Gas Services – South East
 Responsible for the direct leadership of a team of service engineers and contractors,
 Coaching and motivating team to deliver exemplary standards of service.
 Ensuring compliance with company policy and also with statutory requirements on health and
safety matters and gas safety regulations.
 Regularly assess competence and performance of team, taking appropriate action to address
development and performance issues.
 Role undertaken in 3 districts – Brighton, Worthing and Mid Sussex.
Dec 1996 – Dec 1997: Area Contractor Manager - British Gas Services - London & South East
 Responsible for the 3rd party leadership of over 300 contractors from 8 companies,
 Regularly assess performance of the individual companies, taking appropriate action to address
development and performance issues.
 Manage costs / payments and responsible fraud prevention audits.
Feb 1996 – Dec 1996: National Retail Transition Manager – British Gas Services
 Responsible for the role out to switch retail work into British Gas Services,
 Primary relationship with logistics company TNT
 Ensuring compliance with company policy and also with statutory requirements on health and
safety matters and gas safety regulations.
 Responsible for full cost recovery of in housing work type
Jan 1995 - Feb 1996: Field Manager – British Gas Services - West London
 Responsible for the direct leadership of a team of service engineers and contractors,
 Coaching and motivating team to deliver exemplary standards of service.
 Ensuring compliance with company policy and also with statutory requirements on health and
safety matters and gas safety regulations.
 Regularly assess competence and performance of team, taking appropriate action to address
development and performance issues.
Aug 1987 – Jan 1995: Service Engineer
References
Bryan Halliday Director Of Corporate & Social Responsibility British Gas
Mobile: 07979 562140 & Email: bryan.halliday@britishgas.co.uk
Jeff Greene Operations & Safety Director British Gas Residential Services
Mobile 07979 560014 & Email: jeff.greene@britishgas.co.uk