Magdalena Szwed

Groundwork South LTD behalf of Thames Water SHV project

Green Doctor Advisor/technical

MAIN OBJECTIVES: 
Work with other Green Doctors to ensure that the project meets the client’s requirements; is delivered on time, within budget and to agreed quality standards within the agreed administrative and financial frameworks. 

Undertake home visits to install simple and effective measures to help residents to reduce their water consumption and to save money. 

Provide advice to residents and encourage them to further reduce their water consumption, and make cost savings by making changes to their behaviour.

Liaise with residents on a day-to-day basis and build good working relationships with them.

Undertake monitoring information and reporting requirements.

KEY TASKS & RESPONSIBILITIES: 
Carry out water saving survey in each home visited using i-Pad to collect data about the property and household.

Provide and install a range of basic water saving measures during home visits as appropriate to agreed service levels and targets.

Provide effective support, both advisory and practical, to enable people to make positive changes to their behaviour and to improve the quality of their lives through water savings.

Proactively seek and identify basic leaks in a property and liaise with relevant departments to have fixed within agreed service levels and targets.

Support the generation of home visit appointments through customer engagement activities including door-to-door recruitment, outbound calling, and attendance at community events.

Assist residents to access other relevant services and agencies.

Work with the marketing and development teams to publicise the programme.

KEY AREA: CUSTOMER SERVICE
Actively assists with customer service taking a lead in day to day operations to ensure that exemplary customer service is delivered with residents, tenants and leaseholders.

KEY AREA:  QUALITY
Focuses on customer satisfaction and delivers a quality service to the agreed standards

July 2016- September 2017  Groundwork South LTD behalf of Thames Water SHV project

Customer Engagement Team Leader

Started as a temp worker From April-July 2016 customer engagement officer (the same project ) by agency Allen's Association after that was promoted for a Team Leader


Main Objectives:

• Day to day guidance and allocation of the Customer Engagement Officer team operating across Oxford, Newbury, Reading  and Swindon with close collaboration with Green Doctor Team Leaders.  

• Responsibility for promoting the WEFF programme and water saving.  Generating bookings for Smarter Home Visits (delivered by our team of Advisors) via telephone and door-to-door engagement with customers. 

• Monitor the performance of the CEO team including; booking rates, drop-out rates, incoming calls and feedback from Smarter Home Advisors to provide regular updates to the Team Leader and Thames Water client.

• Providing feedback and support to customer enquiries and liaising with partner organisations as required.

Key Tasks & Responsibilities:

• Monitor booking rates and plan Customer Engagement Office resource allocation on a daily basis.

• Provide feedback on performance to Area Operations manager.

• Feedback project changes and recommendations to CEO team.

• Take responsibility for meeting the target number of bookings required on a daily basis. 

• Monitor and report on customer information data and provide work with Area Operations Manager and Team Leader to plan delivery strategies.

• Carrying out telephone and door to door engagement with customers to generate Smarter Home Visit appointments.

• Generate walk sheets for door to door engagement activities for CEOs and Green Doctor teams.

• Operate online appointment database to ensure all appointments are recorded accurately.

• Liaise with other Groundwork Staff and partners delivering similar or complementary services for residents.

• Work with the marketing and development teams to publicise the programme.

• Attend relevant project team meetings.

• Report to the Groundwork Area Operations Manager and Thames Water as required.

• Record and monitor time and expenses according to Groundwork South procedures.

• Undertake administrative duties

Responsible for assisting in ensuring the effective operation of Shop. This includes supervising staff, stock management, preparing high quality products and customer care
 Management of preparation food process for customers
 Prompt and accurate cashing up at the end of the day, and transfer of money into the safe
 Assist the Manager with the effective promotion and advertising of shop products
 Supervise and support staff working in the shop, so as to effectively and safely discharge the
department’s aims and objectives

• Internal and external correspondence coordination
• Management decisions support • Office equipment management • Organizing business meetings and delegations
• Office documentation creation • Main office support

• Office management and administration • HR assistance
• Recruitment process management
• Trade negotiations • PR department support • Coordinating the execution of orders
• Organizing company’s events

•Inventory management (internal-external goods acceptance, internal revenues and expenditures, inventory moving, handling national complaint, shipments and deliveries scheduling, arranging transport, procurement of goods)
• Managing a team of employees
• Regular documentation check, reports preparation.

Internship