Lee D.

Energizer
DISC Type : I

Customer Service Manager at British Gas

Barry, Wales, United Kingdom

Overview

Lee is an accomplished Customer Service Manager at British Gas with a track record of building high-performance teams in the utility industry. He excels in enhancing customer experience, evidenced by achieving high NPS scores and leading a nationwide communications change project using Continuous Improvement methodology.

He has a strong connection to Wales, having attended Heolddu Comprehensive school and later leading the specialized Welsh Language Teams for British Gas. His interests include following innovative and large-scale companies like Google and Unilever.

Lee participated in Centrica’s Ideas Lab, where his project won the “most transformed and tested idea” award.

Personality Overview

Relationship Oriented

Believer

Big Picture Person

They are naturally enthusiastic, so take their promise with a pinch of salt.  They excel at seeing the bigger picture, and the long-term impact of their decisions. They are people oriented, friendly and like creating new connections.

Topics They Care About

Customer Experience
He is focused on creating a "customer-obsessed" culture and has a proven ability to improve Net Promoter Scores (NPS) significantly.
Process Improvement
He holds a Lean Competency certification and successfully delivered a key communications project using Continuous Improvement methodology that was rolled out nationwide.
Energy Innovation
Actively explores future-facing concepts, demonstrated by his award-winning participation in Centrica's Ideas Lab and interest in new energy payment methods.

Media Appearances

Lee has no verified media appearances

Work History

7-2020
Customer Service Manager at British Gas
7-2015 - 7-2020
Leader of Smart Metering and Welsh Language Teams for British Gas at British Gas
6-2014 - 7-2015
Compliance Lead, Complaints at British Gas
4-2013 - 6-2014
Subject Matter Expert at British Gas
7-2008 - 4-2013
Customer Service Representative at British Gas

Education

1998 - 2004
Education details unavailable from Heolddu Comprehensive

More Information

Social Presence :

Prographics :

Exp : 21 Location : Barry, Wales, United Kingdom Job Level : Middle Designation : Customer Service Manager at British Gas
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Insights For Selling To Lee

During A Call Or A Meeting

DO's

  • Use phrases like ‘people will love’, ‘massive impact’ etc.
  • Talk about their team and how your product will help them do things better and easier
  • Invite them for a lunch or a drink/coffee

DONT's

  • Don’t be excessively objective, be a storyteller
  • Don’t assume a yes just because they have not said no
  • Avoid overloading them with too much detail

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lee is

  • Relationship and trust can be vital with them, sometimes more than anything else.
  • Will you ever get a clear answer from Lee

  • They are unlikely to say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Lee move?

  • They are not the fastest decision makers, their friendly approach can give false positive signals.
  • Can Lee take some risk or not?

  • They can accept limited risks, ones that they think will not impact them personally.

You And Lee

Personality Compatibility


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