Experience

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  Bennett Jones (UK)

  • Manchester, England, United Kingdom

  • Customer Care Team Lead

    • Feb 2023 - Present
    • Manchester, England, United Kingdom

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  KBK | Less Cooking. More Living.

  • United Kingdom
  • Food Production
  • 1 - 100 Employee

  • Partnerships & Affiliation Manager

    • Apr 2022 - Sep 2022

    Gained promotion to a newly created role that looked to utilise brand partnership collaboration and affiliation networks to increase brand awareness and sales for our meal prep business.✅Successfully grew the affiliate programme month on month bringing in an additional 16%+ revenue from month 2✅Developed collaborations with athletes, PT's, gym & fitness influencers to provide engaging social content✅Improving relationships and negotiating new commissions with current partners & affiliates to drive more traffic to our site, this resulted in at 37%+ increase month on month in visitors and an increase of 28%+ in revenue

  • Senior Customer Care Executive

    • Apr 2020 - Apr 2022

    Managing a 400-600 client base by contacting through phone, email, online chat and our social channels to discuss their meal plan and goals whilst on board.✅Consistently over achieving set KPI's whilst providing outstanding Customer Service at all times✅Highest monthly performer for upselling our other products✅Optimised spreadsheets in G-Suite & Excel to automate stat tracking✅Providing knowledgeable training across our systems and products to new starters

  • Store Manager

    • Jul 2019 - Apr 2020

    Took on the role of Interim Store Manager. We had quite a niche market initially providing meals aimed at the gym goer but over time we developed it into a model to provide healthy meals for everyone.✅Introduced a new breakfast menu which would add over £1400 in net revenue a week✅Working with the head chef to develop new meals and bring in ready to go salads/sandwiches, this would help see a continued increase in footfall resulting in a 21% increase in revenue✅Championed the need for providing outstanding Customer Service at all times to drive customer returns to the store✅Maintained staffing, packaging and produce costs in line with set budgets✅Project managed the refurbishment of our store by collaborating with our design team and the renovators to ensure the design vision was executed and keeping within budget.

  • Finance Manager

    • Feb 2019 - Jul 2019

    KBK were the largest and most reviewed meal prep brand in the UK and my role was to ensure all financial activity was managed professionally, accurately, and most importantly in line with set budgets.✅Successfully managed budgets for spend & staff in all departments ensuring no over spending✅Negotiated lower rates with some of our key suppliers and services which saved over £11k+ a month✅Streamlined reports where needed using G-Suite to increase efficiency across all departments by at least 25%✅Implemented a new workforce management system that enabled senior management to manage holiday requests, schedule rotas and track hours worked more efficiently to allow them and staff to be more productive by saving hours of manual process' each week.

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  Lepus Marketing

  • Collections Manager

    • Jan 2015 - Jan 2019

    After a successful period in my previous role i was promoted to the role of Collections Manager. Main duties involved continual improvement of the structure and process' of the department and ensure the team were motivated to achieve all targets. Creating a fun but hard-working environment was key to the team consistently overachieving set KPI's.✅Introduced a new split shift pattern to ensure we were contacting clients at key times of the day which improved the overall contact rate by 38%✅Created advisor call lists, this meant that through the whole process only 2 people would deal with a customer to provide a more engaging customer experience. This built better relationships between advisor and client✅Implemented a new bonus structure based around individual and team targets which would ensure a consistent high level of performance from the whole team✅Achieved a minimum of 95% to target with a bad debt rate of 1.9%✅Growing the team from 3 to 18 team members plus 1 Complaints Handler✅Increased staff retention to 90%

  • Assistant Manager

    • Nov 2014 - Jan 2015

    Achieving promotion, I moved departments to be the Assistant Manager in the client services department. Main duties involved talking clients through their packs to ensure all information was correct and answer any questions before returning the signed forms.✅Achieved highest pack return rate of 76%✅Met daily/weekly KPI's✅Recommended a change to an individual client base calling system which improved overall pack back return rate by providing a better customer experience✅Completed comprehensive training with all new starters

  • Sales Advisor

    • Sep 2012 - Nov 2014

    Working for one of the UK's largest claims companies providing customers with a full service to claim back Payment Protection insurance (PPI). Main duties were to contact prospective customers through a mixture of cold calling and web enquiries to ensure suitability before starting the claim process.✅Consistently achieving over 110% of daily & weekly KPI's✅Highest overall conversion rate of 62% for packs returned✅Created an automated report to track KPI's and improve efficiency✅Introduced a training programme for all new starters

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  Baines & Ernst

  • Manchester, England, United Kingdom

  • Debt Advisor

    • Feb 2008 - Sep 2012
    • Manchester, England, United Kingdom

    Liaising with clients to gather a variety of information from them and their creditors via the telephone and by written correspondence. Consultatively presenting debt solutions based on the customers’ suitability and providing support along the customer journey until the customer was fully satisfied with their debt solution program. As part of the process, we would also look at areas to save money on Gas & Electric, Broadband, Mobiles Phones, and Insurances. Consistently achieving daily and weekly KPI's whilst providing the highest standard of service to our customers.