Marc Giles

Background

About Marc Giles

Experienced Operations Manager, Team and Senior Team Leader with 12 years experience in the utilities industry, with a proven track record for generating results and increased performance. Strong and determined professional skilled in Customer Service, Debt Recovery, Contact Centre Management, Change Management, Coaching and Personal Development, Performance Management, Lean Management, Process Design, and Stakeholder Management Key Achievements include: • Created a process from scratch which has enabled my employer to name accounts where the current and previous occupants of the property have refused to accept responsibility. This has resulted in circa £11.1M in debt becoming collectable. • Reshaped a process in January 2018 to reduce the amount of final account debt being written off. The new process design saved the company an additional £1.4M in 2018, compared to 2017, and further progress has been seen this year also. • I have worked tirelessly to identify ‘process gaps’ which I feel were creating revenue leakage. Due to this my contributions were able to reduce bad debt write off by £5M in one year, which was the first time year-end targets were met. • In 2013 I created a new Customer Satisfaction score and feedback process which, over the course of 6 months saw customer satisfaction rise from 2.9 out of 5.0 to 4.6 out of 5.0. My process received recognition and was championed in the new transformation programme that was ongoing in the business at the time.