Jake Devonport

Background

About Jake Devonport

As a Dispute Resolution Coach at the Energy Ombudsman, I lead a team of case handlers with excellent industry knowledge and experience and who handle complex and escalated complaints from energy consumers unhappy with the service offered by their Energy Supplier. I have 4 years of experience within this role, and over 11 years experience within the Energy Industry at Supplier level. My day to day duties are not limited but often include - Hosting and delivering daily performance catch ups - Delivering and implementing key Business change whilst maintaining KPI’s - Managing and inspiring multiple subject matter experts in energy, providing regular guidance support and coaching & development- Planning and delivering 1-2-1’s weekly- Working within strict budgets and to Financial KPI’s- Leading a regional Office and being the a point of contact for employees and business stakeholders (Facilities, Office managers, catering and HR Reps ect)- Working Decision reviews to ensure a fair outcome and dealing with consumer escalations- liaising with planning and the operation to ensure adequate resource- Liaising with HR and where appropriate issuing and deciding disciplinary and formal outcomes- Completing appraisals and pay reviews in line with business metrics and pay scales- Conducting investigations in line with company policies- Conducting and submitting quality and compliance checks to ensure compliance to company standards- Delivering knowledge and training in line with company standards and values- Reporting IT issues- Providing operational insight and highlighting risks where appropriate. I am completing a bachelor's degree in Law with the Open University (Part-Time), which enables me to apply legal principles and frameworks to process and analyse risks enabling immediate mitigation whilst working towards a permanent solution. My core competencies include expert knowledge of the Energy Industry, Complaint management, people management, risk assessment, stakeholder engagement, and coaching and mentoring. I have a passion for delivering fair and impartial outcomes for both consumers and energy providers, and I am always keen to utilise my skills and knowledge in the energy sector and beyond.