Experience

Moneybarn

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Sales Manager

  • Apr 2018 - Present



Undisclosed

• Temping

  • Sep 2017 - Mar 2018



SWI Consulting

• Call Centre Manager Interim Contractor

  • May 2017 - Aug 2017

  Call Centre Manager – Call Centre Coach and Training Manager and approx 40 AgentsOverall responsibilities not exhausted: Responsible for setting and exceeding targets. Staff Retention and Training. Compliance and Assurance. Recruitment. MI Reporting. All aspects of Call Centre Management. Call Centre Manager – Call Centre Coach and Training Manager and approx 40 AgentsOverall responsibilities not exhausted: Responsible for setting and exceeding targets. Staff Retention and Training. Compliance and Assurance. Recruitment. MI Reporting. All aspects of Call Centre Management.



Office of National Statistics

• Area Manager HEO Interim Contractor

  • Mar 2017 - May 2017

  2017 Census Test Total 4 Direct Reports approx 42 staffOverall responsibilities not exhausted:• Ensuring confidentiality and security of census information and public confidence in data security at all times• Attend Census Coordinator training sessions • Understand the role of Census officer & Census coordinator• Organise and deliver induction to my team of coordinators• Get to know my work area (Somerset) and the technology the census officers need to use• Make sure my staff and I follow procedures and complete work on time• Manage my team’s availability ensuring coordinator cover is in place during all operational hours• Monitor the management information reports, share information on test progress with my team and use it to motivate them and drive up the response rate• Help to arrange occasional observation visits for HQ staff• Support coordinator to investigate any issues and incidents, making sure they/I escalate them appropriately if need to• Participate in debrief sessions and test evaluation activities• Take part in an on call rota



FatFace

• Incident Manager - Temporary Contract

  • Feb 2017 - Mar 2017

  Customer Service Centre Total 10 Direct ReportsOverall responsibilities not exhausted: From ITRequirements – Recruitment – Customer and Staff Communications Pack- Creation of Work Procedures/Policies - Team Management. Customer Service Centre Total 10 Direct ReportsOverall responsibilities not exhausted: From ITRequirements – Recruitment – Customer and Staff Communications Pack- Creation of Work Procedures/Policies - Team Management.



Temping

• CSA

  • Nov 2016 - Feb 2017



loveholidays

• United Kingdom
• Travel Arrangements
• 200 - 300 Employee

• Customer Service Manager

  • Jul 2015 - Oct 2016

  Customer Experience Total 6 Direct reports approx. 60 staffSocial Media, Emails, In bound and Outbound Calls. Clerical Teams Outsourced and In House. Pre Departure, In Resort and Post Departure complaints. CEO and Board Complaints.• Promote and emphasise Safety, ensuring a continued focus and improved performance• Manage Outsourced Relationship• Introductions and management complaint handling procedure and delivering reports• Resolving customer complaints to full satisfaction• Monitor and manage sickness/lateness• Manage change across the department• Responsible for Sales/Retention/Attrition opportunities in the department• Update and streamline practices, where necessary, encouraging teamwork • Carry out 1-2-1’s and introducing SMART objectives• Ensure that Human Resources procedures and polices are followed and adhered to• Manage work flow/arrears to ensure targets are hit and clearance is on time• Introduction and manage the department in order to be compliant month on month• Manage and plan resources in line with business needs• Manage, coach and train Team Managers to enable them to manage individual performances, ensuring maximum efficiencies were reached• Responsible for Cost Centre/Budget• Sign off Procedural Documents and Work Instructions• Ensure we keep within a FCA regulated environment



SSE plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Manager

  • Mar 2000 - Dec 2014

  Digital eSevices/Online Department July 2013 to December 2014: Webchat, email, 18 hours a day 7 days a week, including Out of Hours Telecoms Faults, Inbound calls for General Enquires Energy and Telecoms, e-Billing Team who support on-line customers and Technical Support for Digital Systems and the Sites Complaint Champions. Total 9 Team Managers approx. 125 staffCall Centre Department April 2013 to June 2013: Inbound General Enquires.- Total 9 Team Managers approx. 100 staffSSE Telecoms Department July 2011 to March 2013: Inbound/Outbound, Faults, Billing, New Set Up and Homemoves and Sales. Total 4 teams approx. 50 staffCustomer Contact Department October 2009 to June 2011: Post General Enquiries Energy, Water and Telecoms. SSE Water and Combined Heat and Power Business. Smart Metering Project. Total 5 Team Managers approx 50 staffCustomer Relations Department April 2007 to September 2009: Written and Verbal complaints. Total 2 Team Managers approx. 20 staffTeam Manager 2001-2007 - Various Customer Service Teams - Including Customer Relations, Credit Management. and Site Improvement Manager.Customer Service Advisor 2000-2001 - Including Payment Line and Cash Control.