Tracey Costley Email Address

Head of Call Centres

SSE PLC provide the energy people need in a reliable and sustainable way.

I am a Customer Service Director with over 20 years experience, predominately in mass market B2C / B2B retail covering Energy, Telco and Home Services, Life & Pensions. Track record in operational transformation and leadership for large (c. 2000) organisation, trusted to achieve industry-leading customer and employee engagement, increasing customer base & revenues, optimising cost to serve, and productivity in regulated business. A down-to-Earth leader with high Emotional Intelligence, able to engage in a one-to-one level and to audiences of more than 1000. I lead with a deep sense of integrity and care and am passionate about creating environments in which people can be their best self and make a difference. Live values to create amazing teams. Astute and highly commercially focused, I have continually achieved industry-leading customer and employee satisfaction/ engagement, reduced costs, and embedded successful customer service cultures. Core Areas of expertise: ✅ Executive Leadership* Multi-Channel Customer Service Leadership* Sales Strategy ✅Transformation of culture & delivery of business KPIs ✅ Strong Emotional Intelligence * Team Building Leadership, Motivation and Development * Talent Acquisition & Retention ✅ Employee Engagement * Trade Union Negotiation ✅ Problem Solving * Strategic Planning * Cost Reduction & Streamlining * Business Growth ✅ Collaboration * Stakeholder Management & Engagement ✅ Communication * PR * Motivational Speaking * Customer-led Decision Making ✨ I am always open to we networks, friendships and opportunities, so don’t hesitate to connect.