Jamie Shepherd

Experience

• 

  Capita

  Mar 2005 - Nov 2007

  Customer Service Advisor & Mentor

  My journey into the world of customer service began here. Every day was challenging, busy and fast paced.I worked in a variety of customer facing roles for a large mobile phone operator including debt management, billing and upgrades. It was a great environment to learn a lot of customer service skills very quickly and built up my confidence a great deal.

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  Carillion

  Feb 2008 - Apr 2018

  I felt like I really achieved something when I was promoted to this role. I became a team manager during a time of change for my business. Many of the management team who had been previously promoted were exiting the business and I was challenged with ensuring the new management had the same belief structure in place. The Team Manager role is very rewarding as the centre has a massively diverse and eclectic group of people. I was responsible for teams of up to 20 people, all with a wide range of skills and needs. The role allowed me to hone my management style and gain new skills particularly around coaching and the difficult conversations that performance management can often bring. I reached a stage where I became comfortable within a management position and how to adapt with each new challenge. I learnt that one of my skills was the ability to remain grounded during escalated situations and to see the bigger picture when the solution may not seem clear. Show less This role shaped my future. The challenge and diversity of the task, made up for that, I learnt how to fault diagnose, establish root cause and learnt a vast amount of different techniques to help my customer. This was due to the coaching/training I was given by my line managers and peers. The workload was multichannel via phone, email and weblogging. I learnt how to approach each channel in the best way for that customer interaction and received great feedback from my line management group and from the customer. Particularly for my ability to learn quickly and for my desire to progress within the business. I worked with some absolutely great colleagues for the 5 years I was in this role and established relationships that I still have to this date. Show less

  • Team Manager

    Sept 2013 - Apr 2018

  • Customer Service Representative

    Feb 2008 - Sept 2013
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  Plusnet

  Apr 2018 - Sept 2021

  Team Leader
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  Bellrock Property & Facilities Management

  Sept 2021 - now

  Scheduling Manager