Experience

Woodscape Ltd

• United Kingdom
• Furniture
• 1 - 100 Employee

• Account Manager

  • Apr 2022 - Present



Calyx Drinks Ltd

• United Kingdom
• Food and Beverage Services
• 1 - 100 Employee

• Business Coordinator at Calyx Drinks Ltd

  • Sep 2020 - May 2022



Pentland Brands

• United Kingdom
• Apparel & Fashion
• 700 & Above Employee

• Assistant Customer Service Manager

  • Jul 2019 - Sep 2020

  Managing a small team of Customer Service agents in a busy and fast past ecommerce department. Working as part of the Management team to drive first contact resolution, ensure service level agreements are met and excellent customer service is provided via phone, email and web chat. • Resource planning, holiday and sickness management. Workload management and rota planning • Team briefings, monthly 121 meetings and providing positive and negative feedback to agents • Performance… Show more Managing a small team of Customer Service agents in a busy and fast past ecommerce department. Working as part of the Management team to drive first contact resolution, ensure service level agreements are met and excellent customer service is provided via phone, email and web chat. • Resource planning, holiday and sickness management. Workload management and rota planning • Team briefings, monthly 121 meetings and providing positive and negative feedback to agents • Performance management • Producing monthly KPI information and data analysis. Running reports and collating month end statistics to share with Senior Management. • Speaking to customers by phone and email. Handling customer escalations. • Updating relevant systems including personal employee files and on- line systems • Recruitment, new user set up and training • Liaising with the Warehouse to highlight challenges which may affect the service we offer • Communicating with Brand Managers and Digital Operations team to ensure the agents are kept up to date with the latest promotions and changes to the websites Show less Managing a small team of Customer Service agents in a busy and fast past ecommerce department. Working as part of the Management team to drive first contact resolution, ensure service level agreements are met and excellent customer service is provided via phone, email and web chat. • Resource planning, holiday and sickness management. Workload management and rota planning • Team briefings, monthly 121 meetings and providing positive and negative feedback to agents • Performance… Show more Managing a small team of Customer Service agents in a busy and fast past ecommerce department. Working as part of the Management team to drive first contact resolution, ensure service level agreements are met and excellent customer service is provided via phone, email and web chat. • Resource planning, holiday and sickness management. Workload management and rota planning • Team briefings, monthly 121 meetings and providing positive and negative feedback to agents • Performance management • Producing monthly KPI information and data analysis. Running reports and collating month end statistics to share with Senior Management. • Speaking to customers by phone and email. Handling customer escalations. • Updating relevant systems including personal employee files and on- line systems • Recruitment, new user set up and training • Liaising with the Warehouse to highlight challenges which may affect the service we offer • Communicating with Brand Managers and Digital Operations team to ensure the agents are kept up to date with the latest promotions and changes to the websites Show less



Simon Jersey

• United Kingdom
• Retail Apparel and Fashion
• 1 - 100 Employee

• Customer Services Team Leader

  • Jan 2013 - Jul 2019

  Managing a team responsible for a portfolio of Key Account customers with an annual turnover of £13m. Working closely with Sales Managers and Key Account Managers to ensure service level agreements were met and sales targets achieved. Working in a busy Customer Services department which can be challenging and pressurised. One of my greatest achievements is working with the sales team and customer service team to implement our new service system ‘Zendesk’. This was 8 weeks of development… Show more Managing a team responsible for a portfolio of Key Account customers with an annual turnover of £13m. Working closely with Sales Managers and Key Account Managers to ensure service level agreements were met and sales targets achieved. Working in a busy Customer Services department which can be challenging and pressurised. One of my greatest achievements is working with the sales team and customer service team to implement our new service system ‘Zendesk’. This was 8 weeks of development, function testing and customer analysis, to launch. It brought some great changes to how we delivered a high valued service to our customers. • Resource planning • Attending weekly trading meetings with key stakeholders and department heads • Conducting daily/weekly team meetings, monthly 121 meetings, personal reviews/appraisals. Performance management • Work towards set KPI’s, sales targets team performance targets • Complaint handling • Process implementation • Working to strict deadlines • Managing customer mobilisations • Attending customer and supplier meetings

• Project Team Co-ordinator

  • Jul 2011 - Jan 2013

  As a valuable link between the customer and Key Account Managers, this role was to provide system support and see customer mobilisation projects through to finalisation. • Maintain existing customer data to ensure correct pricing structures and agreed financial terms are kept up to date. • Creating new customers in the CRM system • Produce system reports and format for internal and external customers • Dealing with customer by phone and email. Complaint… Show more As a valuable link between the customer and Key Account Managers, this role was to provide system support and see customer mobilisation projects through to finalisation. • Maintain existing customer data to ensure correct pricing structures and agreed financial terms are kept up to date. • Creating new customers in the CRM system • Produce system reports and format for internal and external customers • Dealing with customer by phone and email. Complaint handling. • Co-ordinating new customer mobilisations and existing customer re-launches • Liaising with Supply Chain to ensure stock arrives to fulfil customer orders • Key contact for Major Account portfolio

• Internal Account Manager

  • Sep 2007 - Jul 2011

  Based in the National Accounts Team, I was responsible for a portfolio of National Account customers. Providing internal and external support • Handling queries by phone and email • Co-ordinating customer mobilisations • Attending meetings with Supply chain and National Account Managers • Offsite customer meetings and documenting actions • Complaint handling

• Multi Skilled Advisor

  • Apr 1997 - Sep 2007

  Working within the Customer Service Team • Call handling and order processing • Arranging personalisation orders • Filing and storing customer data • Complaint handling