Customer Relations & Support Manager

• Apr 2017 - Present

Head of a multi-market, multi-channel support operation covering customer services, returns / reverse logistics and fraud detection / prevention.Responsible for all recruitment, training, development and coaching for the Watch Shop Customer Services and Returns Departments, 10-20 staff, depending on time of year.

Customer Services Manager

• Nov 2014 - Apr 2017

Accountable for Watch Shop Customer Service within eight key markets: UK, France, Germany, Spain, Italy, Poland, Sweden and The Netherlands.Responsible for all inbound / outbound customer contact via telephone, email, social media and 3rd party review sites.

Customer Services Supervisor

• Jun 2014 - Nov 2014

Supporting the Customer Services Team through handling escalated cases and carrying out staff training / development.

Customer Services Agent

• Dec 2013 - Jun 2014

Handling customer sales / support calls and emails.

Baker

• Oct 2012 - Dec 2013