Specialisms

• Complaint Management 
• Process Improvement 
• Transformation 

Simon is a Senior Consultant at BFY Group, helping clients to reduce complaints and unnecessary contact, while improving customer and business outcomes.

Simon has over 30 years’ experience in Utilities, most recently in a senior leadership role where he supported a large-scale transformation programme for EDF. Prior to that, Simon was activity lead for complaints across EDF, with extensive knowledge and experience across many customer service functions, including revenue collections, smart metering, and continuous improvement.  

Key achievements: 

• Played a lead role in managing teams and partners during a major system integration. Simon ensured project milestones were delivered on time while reducing complaints, improving customer satisfaction for the legacy customers, and boosting employee satisfaction 
• Developed and implemented a new operating model for EDF’s Customer Service team, improving complaint performance, efficiency and customer outcomes. These changes contributed to EDF regularly leading the Citizens Advice league table for large suppliers 
• Had management accountability of the largest Networks Customer Service centre in the UK, delivering service to 7.8m customers, including managing all customer contact. Simon also centralised the activity to one site, delivering improvements to service and saving over £1m per year