Specialisms

• Complaints & Customer Experience
• Business Improvement
• Operational Transformation
• Customer Operations
• Debt & Revenue Optimisation

Simon is a Senior Consultant at BFY Group, helping organisations improve customer outcomes, operational performance and commercial results. He combines over 30 years of experience in the utilities sector with deep expertise in operational excellence, transformation and customer service improvement to deliver practical, sustainable change.

Before joining BFY, Simon held a number of senior leadership roles at EDF, where he led major transformation programmes, developed new operating models and improved customer service performance across large-scale operations. His experience spans complaints management, revenue collections, smart metering, operational leadership and continuous improvement, giving him a broad understanding of complex customer service environments.

Since joining BFY, Simon has supported clients to deliver measurable improvements, including a 44% reduction in failure demand for a major client and a six-month debt transformation programme that delivered a £6 million cash uplift. He is passionate about helping organisations simplify processes, improve operational efficiency and build high-performing teams that deliver better outcomes for both customers and the business.

Key achievements

• Led multi-disciplinary teams and delivery partners through a major systems integration, successfully delivering key milestones while reducing customer complaints, improving customer satisfaction and increasing employee engagement.
• Designed and implemented a new operating model for EDF's Customer Service function, improving complaint performance, operational efficiency and customer outcomes. These improvements contributed to EDF consistently performing as one of the leading large energy suppliers in the Citizens Advice customer service rankings.
• Held accountability for the UK's largest electricity distribution customer service centre, serving 7.8 million customers. Led the consolidation of customer service operations onto a single site, improving service performance while delivering significant and sustainable cost savings.