Sales and Events Manager

• Mar 2022 - Present

Legal Customer Support

• Apr 2021 - Mar 2022

Customer Care Officer

• Jul 2019 - May 2021

Focusing specifically on customers experiencing vulnerable circumstances, establishing positive engagement with customers and gaining a full understanding of their personal situation.Ensuring that all customers are treated fairly and detriment to customers is avoided.Investigating cases where customers are experiencing vulnerable circumstances that are passed to the team from the main Collections floor using a dialler system and communicating with customers and third parties by email, letter and telephone.Establishing the nature of sensitivity, be that medical, financial or other and ensuring the account is appropriately managed in line with Intrum’s policies and procedures.Being compliant at all times by ensuring that Intrum procedures are followed, including satisfactory data protection checks.Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customers’ circumstances. This may also involve researching into medical conditions in order to deal with each customer appropriately. Where appropriate, signposting customers to sources of free independent money advice or support service.Building rapport and trust with customers, creating a positive customer experience by adhering to our culture of fair treatment and customer centricity.Speaking to customers in order to complete affordability assessments and where appropriate set up an agreeable payment plans.Effective note taking – ensuring records of calls are accurate, professional and a true reflection of the conversation Adhering to Intrum’s governing bodies at all times which includes the TCF (Treating Customers Fairly) framework and the FCA Consumer Credit Sourcebook. Ad-hoc duties as necessary.

Assistant Manager

• Mar 2017 - Jun 2019

Working as management at Miller and Carter steakhouse businesses ensuring they are hitting company targets and are compliant with all company standards, both health and safety related. Ensuring KPI’s are being achieved. I overview team training, making sure my teams meet all brand standards and continue to do so thought their employment. My team and I strive to give our guests the best customer service and an exceptional experience when they dine with us.Other skills I use include;o Cash handlingo Customer service – face to face, via email and phoneo Complaint resolution – face to face, via email and phoneo Company complianceo Following due diligence and company standards

Management

• Aug 2016 - Mar 2017

The company was closing to be refurbished into Miller and Carter in March 2017. Acting General Manager for 7 months. Daily Business running and preparation for closure of the business. Planning for re-opening as Miller and Carter with 2 other managers once taken over by Miller and Carter. o Cash handingo Due diligenceo Hiring/termination of employmento Running FOH and BOH teams The company was closing to be refurbished into Miller and Carter in March 2017. Acting General Manager for 7 months. Daily Business running and preparation for closure of the business. Planning for re-opening as Miller and Carter with 2 other managers once taken over by Miller and Carter. o Cash handingo Due diligenceo Hiring/termination of employmento Running FOH and BOH teams