Susan Emms

Background

About Susan Emms

Passionate about delivering exceptional customer service delivering a 31 point swing in NPS is customer satisfaction by leading a great team to focus on the customer and supporting / enabling people to deliver the best they can. Continuously reviewing how to improve service, operational effectiveness and cost benefits without detracting from the customer experience. Over 20 years working in the energy industry with particular experience in leading a prepayment operation and more recently as part of the Smart metering operational preparedness for transition across the rest of the organisation. Recent Citizen Advice ratings confirmed our ability to deliver by being in the top 10 of all suppliers and top2 of the big 6. Role titles as Service, Contact Centre and Operations manager when leading multi site and multi functional operations up to 500 people delivering excellence in service. My strategic vision delivers success through people to achieve business objectives. Spearheading learning and development as the underpinning framework of strong team dynamics. Strategically minded and able to deliver business insight, I specialise in business transformational change and embedding key programmes to support great teams, deliver great service to achieve business goals.