Emma Birch

Experience

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  Telewest Communications

  Jun 1999 - Mar 2004

  Customer Relations Executive

  Performed in a variety of roles due to capability and achieving a senior team position. Primarily retaining consumer customers - essentially re-selling the services they already had. Matching customer needs and building rapport to achieve a retention rate target in a demanding, results orientated environment. Additional responsibilities included: escalated customer issues, allocating work to peers, complaint resolution, and producing management information.Promoted to Business Telesales role. Show less

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  Telewest Business (which became Virgin Media Business)

  Feb 2004 - Sept 2004

  Business Telesales Executive

  Managed a busy flow of in/outbound customer contact, providing telecommunication solutions to small and medium businesses nationally. Balancing quality and quantity in a fast paced environment, ensuring all targets and KPIs were met or exceeded. The behaviours demonstrated, in addition to top performance, helped secure a promotion to team manager after 8 months.Company became ntl:Telewest Business, then Virgin Media Business

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  Virgin Media Business

  Jun 2010 - Apr 2012

  In total I enjoyed a 13 year career here, through many mergers and acquisitions which lead to an aptitude for change of every kind. In my final role before redundancy I was leading 2 teams of Retention Executives and Administrators. Exceeding annually increasing targets 7 years in a row.Accurately forecasting performance and providing feedback MI to help the business increase customer loyalty. Team success attributed to utilising proven performance management techniques to reward, motivate and drive the teams - appraisals, incentives, regular communication and development opportunities.Highest rate of team promotions within the division due focus on succession planning, delegation, mentoring and developmentDepartmental lead in employee relations issues and employee engagement programme. Also mentored new managers in all aspects of the role, particularly HR and process aspects. Virgin Media Business have a devolved HR service that transfers the majority of responsibility to its managers.Role ended in redundancy, leading me to studying to become CIPD qualified in 2012/13. Show less

  • National Retention Manager (Small to Medium Business)

    Sept 2004 - Apr 2012

  • Sales Manager (Small to Medium Business) - secondment

    Jun 2010 - Dec 2010
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  Gradtank

  Oct 2012 - Dec 2012

  Training Consultant (3 month contract)

  Developing and delivering comprehensive customer built content, covering a wide range of subjects, using interactive and engaging methods. Predominantly focused on increasing the employability of young job seekers via Contact Centre, Customer Service, Sales and Telemarketing skills. Excellent feedback received.

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  Compleo Ltd

  Jun 2013 - May 2014

  Business Development Manager & Recruiter

  Providing a premium candidate search and selection service, and making the recruitment process as pain free as possible. Exceeding the expectations of both the client and the candidate.Primarily focused on placing IT and Telecommunications professionals into Sales, Sales Management, Pre Sales and Product Management roles.Handling the end to end process from attraction to placement.

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  Granada Glazing Ltd

  Jun 2014 - Dec 2014

  HR & Facilities Manager

  A leading supplier of secondary glazing to the UK and Ireland; handling design, manufacture, supply and install.Implementing HR in a rapidly changing SME environment, reporting to the MD. Including end to end recruitment, induction, complex case work, policy development, employee contract development, HRS implementation and roll-out, training, resource planning, manager advice, and performance management. Additionally managing the facilities function.Set on permanently after an initial temporary HR Advisor role. Show less

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  Barnsley College

  Jan 2015 - Nov 2021

  HR Team Leader
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  Sheffield Hallam University

  Nov 2021 - now

  HROD Deputy Manager - Administration Services