Luke Wilson has over 11 years of experience in electrical services and customer service roles for British Gas, starting in dispatching and progressing to national planning. He has strong communication, computer, and customer service skills developed through managing schedules, resolving issues, and ensuring high quality service. His career history details his role as a National Planner, where he coordinates resources and workload, identifies process improvements, and handles complex customer situations. He has a background in education through high school and sixth form college.

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Luke Wilson
4 Heath Street, Rowley Regis, West Midlands, B65 0DG
Home - 0121 574 1953 • Mobile - 07876 500388 • Email - luke_wilson87@outlook.com
Personal statement
An experienced member of the Customer Excellence Centre with over 11 years in Electrical Services
for an FCA regulated environment. Having started off working on the Out of Hours dispatching team,
furthering my knowledge base by than moving into the In-day dispatch team and into the National
Planning team, these roles required to develop and maintain a high level of customer service ranging
from fulfilling promises made to the customer, ensuring workload to workforce balance is met and
resource management is adjusted to give availability for booking in service visits.
Key Skills
 Understanding of what delivers great customer service.
 Computer literacy in order to operate customer related information systems internal and
external, and quick learning curve with using new systems.
 Understand complaints escalation and resolution process.
 Managing vehicle fleet and workload.
 Excellent verbal and written communication skills.
 Confidence and creditability with the ability to articulate in a clear and concise manner.
 Strong geography knowledge within the UK.
 Working towards targets.
Employment History
National Planner, British Gas, Homecare, Oldbury
(November 2005 – Present all within same company and division over the last 11 years)
Responsibilities within this employment:
• Liase with both Area Operations and the field to ensure monthly rosters are compiled and
aid in resolutions to exceptions raised.
• Manage workload/manpower balance from national to individual patch level in line with
agreed national and local workload strategy and identify any issues/anomalies and take the
necessary actions to rectify.
• Ensure that an effective handover of future day planning has occurred and any areas of
concern/anomalies that would impact performance are highlighted.
• Work with local area teams,both field and site based to ensure the planning application is
utilised consistently.

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• Also help identify opportunities for planning and forecasting processes,recommending
solutions for improvement.
• Operate and maintain the planning systems and processes to enable the effective delivery of
great customer service.
• Help ensure effective feedback mechanisms on planning and forecasting processes exist
within each ASC covering site, management and field.
• Communicate with customers and colleagues in complex or sensitive situations to ensure an
appropriate resolution for both the customer and the business.
• Take ownership for the resolution of complex / planning issues in a timely and effective
manner.
• Manual activities have been automated so that more time can be dedicated to pro-active
planning and identifying & resolving issues before they occur making the planning process
much smoother and efficient
Education
Heathfields Foundation Technology College
1999-2004 – High School
2004 – 2006 Sixth form College
School prefect during year 11 and during stay at Sixth Form College was an Honour I had achieved
whilst in education.
2004 – 9 GCSE’s between B and C grade
 Tech Graphics, Art Graphics, Geography – B Grade
 Maths, English, Science, I.T, History and French – C Grade
2006- Sixth Form
 Art Graphics – B
 Geography and Media Studies - C