Experience

Gloucestershire Football Association

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Football Services Officer

  • Mar 2022 - Present



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• customer service manager

  • Jan 2006 - May 2022

  I currently manage a team of 6 Team Leaders and 80 Customer Service Advisors. Main responsibilities include ensuring all business KPI targets are achieved on a monthly basis (which we have done for over 3 years) , through coaching, development and motivation. Also responsible for the Customer Support Team who handle escalated calls and quality monitoring of all teams across two sites. The team recently won the Call Centre Team of the Year at the Call Centre South West Awards.I believe I have excellent man-management skills, which enable me to get the best out of my team and ensure we maximise our potential. I have excellent knowledge of HR issues and performance management strategies for Call Centre or Customer Contact Centre staff. .My previous roles within the business include Training Consultant, responsible for the delivery and production of training programmes for Call Centre staff.Prior to commencing my current role, I was the Implementation Manager for the roll out of a new Graphic User Interface system for 400 users. Responsible for operational impacts, effective communication and successful roll out and to achieve the main objectives of the project i.e. reduce training time, AHT and Wrap. Show less

• Customer Relations Manager

  • Jan 2001 - Dec 2006

  I managed the TV Licensing Customer Relations and Policy teams based in Bristol for 5 years from 2001-2006. Key task was to ensure we remained within KPI targets each month, which I achieved for 60 consecutive months. Liaised closely with the BBC TV Licensing team based in London to ensure close working relationship with the client. Developed, coached and motivated team of 25 and 3 Team Leaders and made several postive changes to working practices to ensure a more efficient and customer focussed approach was in place. Show less



London & Manchester Assurance

• Financial Advisor

  • Jan 1990 - Oct 1995