Larkhill, England, United Kingdom
I possess a wealth of experience representing a variety of stakeholders through various internal and external communication channels. Throughout my whole career, my primary mode of communication has been in writing, which has given me nearly 15 years to fine tune my written communication skills and engage a variety of audiences. I'm a self-motivated, highly organised individual who thrives under pressure. A true digital champion, I am tenacious and unwavering in the pursuit of success, committed to Digital Communications with an incessant enthusiasm for championing our people and letting their voices be heard, which I continually strive to demonstrate in both my professional and personal life. I'm dedicated to helping employees find the joy and passion for their role that my time with E.ON has allowed me to nurture; and I'm committed to amplifying the stories and voices of our people, ensuring plenty of perspectives are heard and valued. Fewer things bring me more joy than crafting compelling narratives that foster a meaningful connection between employees and their business, which drives positive change within our organisation. I'm incessantly positive and upbeat; skills which I utilise to encourage and inspire both my fellow colleagues and myself, to deliver above and beyond my job role standards. I am innovative, creative and I wear my passion for creating engaging content like a heart on my sleeve. I’m a natural communicator in both spoken and written word, and I’m considered influential by peers, colleagues and management alike. I'd be elated to have the opportunity to apply this ever-growing knowledge and experience in a practical environment.
Creative Content Leadership: Lead the end-to-end strategy, ideation, execution, and publishing of high-performing organic video content (Reels, Stories, YouTube) across multiple channels (Facebook, Instagram, TikTok, LinkedIn, YouTube) for both E.ON Next. Brand & Channel Ownership: Driving creative excellence and acting as the voice of the brand to maximise engagement and category stand-out; commissioned and produced reactive content for positive social disruption. Audience & Growth Strategy: Implemented robust content calendars, utilised organic tactics to significantly boost reach and engagement, and actively managed community interactions in collaboration with Consumer Service teams. Performance & Optimization: Drove ongoing channel optimization through strategic A/B testing, in-depth monthly metric reporting, and translating social listening insights and performance data into actionable content recommendations. Stakeholder & Influencer Management: Maintained close collaboration with the in-house Creative Studio and various stakeholders to streamline agile content processes; utilised (or initiated) influencer management to expand reach and improve brand sentiment.
• Ability to learn new skills quickly and solve problems creatively • Capacity and willingness to work tirelessly and at anti-social hours; complex logistical management of multiple tasks (sometimes simultaneously), high levels of altruism and the ability to place the needs of others first • Patience of a saint, good sense of humour, negotiation skills of a champion and stoicism under difficult (albeit sometimes entertaining) circumstances
Strategic Internal Communications: Development and execution of strategic communication plans to drive organisational change, enhance engagement, and support business objectives across E.ON Next and E.ON UK. Stakeholder Management & Collaboration: Building and maintenance of strong relationships with stakeholders at all levels, including senior managers and project leads, across E.ON Next, E.ON UK, and external partners, ensuring effective collaboration and alignment on communication strategies. Content Creation & Delivery: Planning, writing, and delivery of informative, engaging, and timely communications across various channels (including Slack, Intranet, Email, forums, surveys, etc.) for diverse audiences. Editorial Planning & Scheduling: Management of the E.ON Next internal communications editorial. Planning and scheduling of content effectively, flagging any potential timing or messaging conflicts. Measurement & Evaluation: Development and reporting of insight data on Slack to support the planning, measurement, and evaluation of projects and activities. Utilising insights to provide recommendations on communication approaches. Channel Management: Extensive knowledge of E.ON's UK communication channels and ways of working, making informed decisions on channel selection, timing, and messaging. Operational Efficiency: Working collaboratively with the wider UK Internal Comms and Engagement Team manage demand and workflow, ensuring timely delivery of high-quality communications in a fast-paced environment. Confidentiality & Compliance: Handling of confidential information with discretion and ensuring compliance with policies and procedures. Additional Skills Highlighted: Excellent organisational and planning skills with the ability to see the bigger picture. Ability to manage a high and changing workload, multi-task, re-prioritise, and work to deadlines. Strong understanding of grammar and punctuation.
-Leading a team of up to 12 Energy Specialists to deliver an exceptional customer journey from start to finish -Oversee the day-to-day operational functions including but not limited to: Team management / Operational reporting / Building relationship with third parties / Industry compliance - Empower my team to deliver exceptional service and perform to their best, ensuring we hit our ambitious goals - Coaching and developing my team on their individual growth trajectories, helping make E.ON Next the most fulfilling place to work - Constantly looking for improvements in our processes and working with stakeholders to deliver on action plans - Helping expand our team by supporting our onboarding and recruitment strategy - Modeling and embodiment of our culture to ensure my team lives by our company values - Own the resolution of escalations and complaints raised by my team’s customers
- Talking to customers via email, Facebook, Twitter & Whatsapp as well as over the phone, resolving their queries and engaging with other suppliers too. - Working in Operations, I've been at the heart of everything we do - helping our customers. - Taking full responsibility for all issues that I come across, delivering end to end customer service. - Fully trained in every aspect of the customer experience and able to help with any problem. - Every day, being tasked with bringing about awesome solutions while keeping up with rapid fire change as we grow. - Expecting the unexpected.
Responding to customer queries and complaints on a variety of Social Media platforms (Facebook, Twitter and Forums), raised by customer or other external organisations. Ensuring we uphold the brand by taking ownership of answering account queries and resolving a plethora of complex complaints in line with the Complaints process to minimise negative coverage. These complaints hold a high reputational risk as we communicate in a public forum with sometimes very influential customers. I monitor Social Media and News channels daily to ensure content we send out is relevant and processes that we follow are up to date. When necessary I work with our Operational Lead and line management to make content to maximise customer engagement. I deliver a consistently high quality of work whilst ensuring actions are completed in a timely manner, retaining. I regularly engage with members of the public, high profile customers and other external organisations, delivering an extraordinary experience to all and facilitating positive engagements from internal and external customers, and their followers alike. I am responsible for managing and prioritising my own workload, and regularly adapt this depending on both business and customer needs. I send weekly reports to senior management to show any trends or threats to our work, and liaise with Digital and PR to schedule brand campaigns. I regularly work with other teams within Customer Relations and the wider business to share best practices. In addition, I regularly work alongside our creative digital agency to develop, design and post creative and proactive content on Facebook and Twitter.
Within this role, my responsibilities centred largely on investigating and responding to individual customer complaints about a myriad of complex account complaints, diffusing difficult situations and ensuring they were resolved to a standard acceptable to both the customer and business. Complaints I handled would be submitted by a variety of different platforms, such as Executive Complaints, Social Media, Press, Ombudsman, Meter Accuracy and High Value Debt. A lot of these complaints held high reputational risk issues so required taking personal ownership of customers and their complaints, ensuring that contact is made in an efficient manner and simultaneously offering a constantly high quality of work. A close attention to detail and high level of accuracy was vital in this position to ensure complaints were dealt with thoroughly and to minimise repeat contact volumes. This role required careful planning of your day and a great deal of flexibility, as multiple deadlines could change in an instant. Excellent customer service and communication skills were imperative also to be able to explain complex issues with both internal and external customers, and negotiate and achieve amicable resolutions.
Within my role in Blended Services, I was responsible for responding to a wide variety of customer enquiries, both in written form and on the telephone. This required a strong command of the English language, confidence in using the correct tone of voice and good spelling and grammar. The role required a lot of account analysis to determine issues and amend these accordingly, and also the ability to solve these problems and answer the customer’s query. We had to make sure that any complaints we responded to were logged in compliance with the CEAR act and try to minimise follow-up complaints by making sure responses were accurate, full and easy to understand.