Experience

Beckfoot Upper Heaton

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• Assistant Faculty Leader - Global (History)

  • Jun 2023 - Present



Hanson Academy

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Teacher of History

  • Sep 2021 - Jun 2023



PwC

• Professional Services
• 700 & Above Employee

• Associate

  • Mar 2020 - Sep 2020



Yorkshire Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Leader, Telephony and Online Servicing

  • Dec 2019 - Mar 2020

  • Leading a team of colleagues in the delivery of telephone and online service delivery. • Leading a relentless focus on first touch resolution through engaging colleagues in their team and stakeholders across the business, building a culture within the team of effective and efficient resolution. • Owning service delivery for their team through a deep understanding of resource and demand and build capabilities to meet existing and future needs. • Owning the processes within their team… Show more • Leading a team of colleagues in the delivery of telephone and online service delivery. • Leading a relentless focus on first touch resolution through engaging colleagues in their team and stakeholders across the business, building a culture within the team of effective and efficient resolution. • Owning service delivery for their team through a deep understanding of resource and demand and build capabilities to meet existing and future needs. • Owning the processes within their team that support the stages in the customer journey, using operational excellence principles to ensure a deep understanding of the demand and operational risks. • Leading the identification and implementation of change and improvements that will enhance the customer experience, supporting colleagues across the team to be engaged in change. • Enabling root cause analysis of failure demand through effective understanding and capture of customer demands and pain points. • Supporting the optimising of resource and skills across Customer Solutions by working with colleagues across the team to create an agile workforce, drive greater operational efficiency and meet customer needs.

• Customer Service Representative

  • Jul 2019 - Nov 2019



Santander UK

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Advisor

  • Oct 2017 - Aug 2018

  Trained to deal with aspects of how a bank works, how an employee should behave and the financial security side of the bank and how this protects customers such as the FSCS. • Receiving inbound calls from customers who have a variety of queries, issues and questions. • Dealt with Current Accounts, Credit Cards, Overdrafts, ISAs, Money Movements and Fraud Claims. • I had targets to achieve each month which included; Average Handling Time, After Call Wrap, and Number of Calls per… Show more Trained to deal with aspects of how a bank works, how an employee should behave and the financial security side of the bank and how this protects customers such as the FSCS. • Receiving inbound calls from customers who have a variety of queries, issues and questions. • Dealt with Current Accounts, Credit Cards, Overdrafts, ISAs, Money Movements and Fraud Claims. • I had targets to achieve each month which included; Average Handling Time, After Call Wrap, and Number of Calls per Hour. • Trusted with making sure that Data Protection was not broken, and that security was held in the highest of regards. As well as this there was also a trust between myself and the customers that I would help with their enquiry to the best of my abilities. • The job involved me working by myself but also in a team of 14, helping members who may have been struggling with particular issues such as Direct Debit Indemnities or financial support. Show less Trained to deal with aspects of how a bank works, how an employee should behave and the financial security side of the bank and how this protects customers such as the FSCS. • Receiving inbound calls from customers who have a variety of queries, issues and questions. • Dealt with Current Accounts, Credit Cards, Overdrafts, ISAs, Money Movements and Fraud Claims. • I had targets to achieve each month which included; Average Handling Time, After Call Wrap, and Number of Calls per… Show more Trained to deal with aspects of how a bank works, how an employee should behave and the financial security side of the bank and how this protects customers such as the FSCS. • Receiving inbound calls from customers who have a variety of queries, issues and questions. • Dealt with Current Accounts, Credit Cards, Overdrafts, ISAs, Money Movements and Fraud Claims. • I had targets to achieve each month which included; Average Handling Time, After Call Wrap, and Number of Calls per Hour. • Trusted with making sure that Data Protection was not broken, and that security was held in the highest of regards. As well as this there was also a trust between myself and the customers that I would help with their enquiry to the best of my abilities. • The job involved me working by myself but also in a team of 14, helping members who may have been struggling with particular issues such as Direct Debit Indemnities or financial support. Show less



Crookes Social Club

• Sheffield, United Kingdom

• Assistant Manager

  • May 2015 - Oct 2017

  • My role involved working behind the bar & engaging with customers, suppliers and colleagues. • Trusted with Safe Key Code & locking down the bar/club at the end of the night. • I Led the organization of themed party nights at the club (60s and 80s themes). • I was trained to be a Bar Supervisor. • From 1st August 2017 I took on the role of Assistant Manager leading a team of 9 other people. • My role involved working behind the bar & engaging with customers, suppliers and colleagues. • Trusted with Safe Key Code & locking down the bar/club at the end of the night. • I Led the organization of themed party nights at the club (60s and 80s themes). • I was trained to be a Bar Supervisor. • From 1st August 2017 I took on the role of Assistant Manager leading a team of 9 other people.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Work experience

  • Jul 2016 - Jul 2016

  Opportunity to meet with Senior Management & Graduate recruits incorporating a full tour of HSBC HO.

• Work Experience

  • Jun 2016 - Jun 2016

  Shadowed previous University graduates to gain a better understanding of what it is like to work at HSBC. • Worked alongside UK CMB On Boarding & KYC specialists & gained an insight into their Client focused culture.