Specialisms

• Collections and Recoveries 
• Service Excellence
• Operational Performance Improvement

As a Manager at BFY Group, Amber partners with our clients to deliver transformation and performance improvement in collections and recoveries, service delivery and customer experience. Amber leads and develops clients’ teams through change programmes, driving engagement and adoption at all levels. 

Amber has over 20 years’ experience in Utilities, specifically Energy Retail and B2B Water. Amber has held various senior leadership roles with a focus on driving cash collection, debt reduction and customer experience, against a background of managing cost to serve and regulatory pressures. Amber’s previous roles include various positions at ScottishPower across Collections, Metering and Billing; Head of Credit Management for Business Stream; and Customer Service Director for a challenger Energy Retailer.

Key achievements:

• As Customer Service Director, Amber led operational improvements to reduce regulatory complaint-related financial exposure by 50%. This was achieved through a redesign of the complaints journey, and the implementation of a cross-functional approach to resolution and root cause analysis
• Reduced disputed debt by 44% for a B2B water retailer, by leading an agile project to redesign the customer query process. This included establishing ownership, real-time MI, and prioritised work queues aligned to age, and risk of debt associated with customer disputes
• Led the transition of 105k non-household water customers from Southern Water to Business Stream, ensuring the customer experience through the transition was positive, to maximise retention and cash collection. Amber worked with the Southern Water project team to establish processes, controls and MI to manage customer queries, spanning the migration to achieve the committed ROI on the acquisition