Specialisms

• Transformation
• Operational Excellence
• Business Improvement

As a Consultant at BFY, Jonathan supports clients with delivering operational improvements and focussing on Operational Excellence.

Jonathan has over 14 years’ experience within the energy industry from working for two of the largest UK retailers, npower and E.ON Next, and for the Retail Energy Code.

Jonathan’s previous roles span across front line customer service management to compliance, policy, regulation, customer migration, and change management. At BFY, Jonathan shares his strategic and operational expertise with our clients to deliver significant business benefits and risk mitigation.

Previous examples of Jonathan’s work include:

• Saving over £3m between 2016 and 2020, using alternative ways of working to deliver compliance and government mandated system changes, rather than incurring large IT costs.
• Delivering changes and ensuring alignment with supplier license conditions for operational compliance, in areas such as Ability to Pay, Vulnerability, and the Priority Service Register. These efforts raised customer contact compliance from 40% to over 95% within three months, achieved with minimal changes to contact centre processes, avoiding extensive retraining and reducing the risk of control failures.
• In a period of significant transformation and stabilisation challenges, taking a lead role in managing teams focused on late invoice reduction targets, in response to an Ofgem investigation settlement agreement. This involved providing resolutions and tactical short-term solutions to meet deadlines, while remaining compliant.