Experience

Flanagan Flooring Distributors

• United Kingdom
• Wholesale
• 1 - 100 Employee

• Customer support Assistant

  • Nov 2018 - Present

  My duties include, but are not limited to: · Delivering first class service to trade customers ensuring the right first time innovation is implemented. · Providing support and guidance to customers regarding returns, complaints and errors. · Building relationships with internal colleagues to work towards the best solutions for the customer. · Proven ability in dealing with challenging situations, always achieving the best outcome for the customer. · Providing banking and credit control support to the management team when required. · Being the face of the company on the trade counter, dealing with sales and queries with customers in a timely and professional manner. · Providing a very successful buddy system for new recruits. · Successfully introducing new technology to both staff and customers which, in turn made me the new process champion in the office. Show less



SSE plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Home moves Adviser

  • Apr 2016 - Apr 2019

  Based in the Home movers department, My role involves speaking to customers on inbound and outbound telephone calls regarding changes of address, final accounts and new accounts, I’m also responsible for creating accurate final accounts/statements and collecting payments for outstanding balances. My skills dealing with complaints were often put to the test during this process. My duties also include tracing customers for my team, customers who had moved home without informing the supplier using various systems like Equifax and the land registry. Targets were often challenging, however using different methods they were met. My customer Service skills are developing vastly due to the wide variety of accounts dealt with. Show less



Lloyds Banking Group/Wescot

• Mortgage collections adviser

  • Oct 2015 - Jun 2016

  This role involved me having quality conversations with customers to ascertain their reasons for being in mortgage arrears. This role involved me having quality conversations with customers to ascertain their reasons for being in mortgage arrears.



RESPONSE

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Customer Adviser

  • Jan 2015 - Oct 2015

  Pre payment adviser for Scottish Power Pre payment adviser for Scottish Power



Royal Bank of Scotland

• Banking
• 1 - 100 Employee

• Team Leader

  • Aug 2008 - Nov 2014

  Duties include:Cash handlingProviding first class service to customers and stakeholdersStrictly adhering to internal and the governing bodies processes and proceduresRewarding and recognising colleagues for their hard work and commitment to customer service and customer needsProviding coaching, support and constructive feedback to customer service officers and customer advisers on their approach to all customer interactions.As a Designated Complaint Handler, making sure that complaints are logged correctly in adherence to FCA guidelines and the end result is fair and justified for the customerConducting monthly one to ones with 2 members of staff as their line manager to ascertain their performance against objectives set by the branch manager and offering guidance, support and recognition if and when required.New account sanctioner. Show less

• Customer Advisor

  • Jul 2005 - Aug 2009

  Duties included:Keeping knowledge of relevant legislation up to dateProviding first class service to customers and stakeholdersProviding coaching and constructive feedback to customer service officersStrictly adhering to internal and the governing bodies processes and proceduresConducting in depth financial reviews with customers, tailoring their needs to the right RBS products and services such as Introductions to Independant financial advisers and Mortgage advisers.Training new members of staff and acting as a buddy to them. Show less

• Customer Service Officer

  • Jul 2000 - Jul 2005

  Duties included:Cash HandlingProviding first class service to customersWorking as part of a busy team, often under pressureTraining new members of staff and acted as a buddy to themGenerating great appointments for the Customer Advisers to increase profit.