Experience

Conductor

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Customer Experience Manager

  • Jun 2023 - Present

  Conductor’s Experience business pillar places an emphasis on the customer journey pre and post completion for our clients’ residential spaces. Our white-labelled service becomes the single face of customer experience between the management, development, sales, construction teams and most importantly, the residents. As Customer Experience Manager, it is my role to ensure the client and their customers receive a seamless, professional and enjoyable experience. We have managed Customer Experience for clients including; Londonewcastle, HUB, W1 Developments, Concord Pacific, Brookfield and Alloy MTD Group. Show less



Jones Homes UK

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Customer Service Manager

  • Mar 2023 - Present



Redrow

• United Kingdom
• Construction
• 700 & Above Employee

• Customer Service Manager

  • Jul 2017 - Mar 2021



Argent LLP

• Real Estate
• 100 - 200 Employee

• Assistant Customer Care Manager

  • Apr 2017 - May 2017

  *Temporary position for holiday cover* Focussed on ensuring quality is an integral part of the service to customers during their warranty period. Provide the customer care teams with best practices and share knowledge from my previous experience. Attend Customer Care meetings Collated and distributed defect reports Managed customer care mailbox Arranged and coordinated maintenance works with contractors and customers. Ensure reported defects are logged and inspected *Temporary position for holiday cover* Focussed on ensuring quality is an integral part of the service to customers during their warranty period. Provide the customer care teams with best practices and share knowledge from my previous experience. Attend Customer Care meetings Collated and distributed defect reports Managed customer care mailbox Arranged and coordinated maintenance works with contractors and customers. Ensure reported defects are logged and inspected



Berkeley Group Plc

• United Kingdom
• Housing and Community Development
• 700 & Above Employee

• Customer Relations Manager

  • Sep 2015 - Mar 2017

  Spearhead customer communications and relationship management functions, driving analysis and targeting of individual needs from contract development to delivery. Ensured quality servicing of customers across two sites as well as supported efforts in a third one. Maintained top levels of accuracy in regards to customer data as well as records. Visited clients on site, ensuring compliance with company health as well as safety regulations. Carried out interior selection & purchaser upgrade appointments with purchasers. Orchestrated home demonstrations, liaised with buyers, agents and tenants and effectively addressing any defects. Continuously surpass customer expectations and satisfaction goals through quality servicing. Created and managed homeowner manuals & handover packs, as well as additional property documentation. Prepared serving notice schedules for developments and liaised with Head of Customer Service to roll out. Enhanced performance and efficiency through new procedures / best practices. Reported construction progress and prepare additional updates delivered to customers via newsletters, emails & letters using mail merge. Identified and targeted service areas in need of improvement, upgrades, and changes. Performed a wide range of administrative functions. Show less



The Prince's Trust

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Customer Service Executive

  • Nov 2013 - Sep 2015

  Reviewed and addressed sensitive issues affecting customers from trust’s target groups, effectively communicating via phone, email, texts, and postal services to ensure timely and quality responses. Managed relationships with external companies. Deputised for Customer Service Manager as needed. • Prepared and updated information on CRM as well as website. • Maintained high levels of service consistency through development / rollout of procedures. • Organised, managed, and monitored team calendars to optimise allocation of resources and proper scheduling of events as well as regulatory compliance. • Collaborated with Customer Service Manager to coordinate training and process development, implement changes, and strategically plan events as well as marketing promotions. • Expertly handled complaints, chaired meetings, and participated in outreach forums. • Served key role in recruitment, training, and support of customer service admins and volunteers. Show less



Sainsbury's

• United Kingdom
• Retail
• 700 & Above Employee

• Junior IT analyst

  • Jan 2013 - Sep 2013

  Provided analysis and troubleshooting of technical issues in alignment with corporate guidelines and customer needs.• Liaised with vendors to ensure timely and effective resolution of problems.• Utilised a wide range of technical tools, delivering support on site and via remote platforms.• Skilfully troubleshot and closed high priority cases, ensuring proper escalations and incidents management.• Forged productive relationships to facilitate attainment of service targets.

• Commercial Assistant

  • Nov 2011 - Jan 2013

  Administered reports processing, compliant handling of trades, advertisements, new launches, pricing revisions, ATM machines servicing / balancing, cashing up store takings, troubleshooting, cashflow monitoring, bulk change deliveries, preparation of money / coupons for transportation, and overall maintenance of safes.

• Checkout Supervisor

  • Jul 2007 - Nov 2011

  Coordinated operations of 80 staff members focused on the quality servicing of customers and effective administration of check-out functions. Managed scheduling, allocation of resources, loss prevention, and client services.