Luke Wright

Experience

• 

  Sainsbury's

  Aug 2011 - Sept 2013

  Customer Service Assistant

  Responsible for ensuring that customers receive a friendly and efficient visit to the store, maintaining a high level of accuracy on the tills and ensuring that shelves are replenished. Alongside, answering telephone enquiries, unpacking deliveries, reorganising floor layout in line with weekly promotions, checking stock, and responding to frequent enquiries from customers.Duties: - Stock rotation - Carrying out reductions and stock checks at the end of each shift - Dealing with customer questions and queries - Working as part of a team to ensure that each task is carried out as efficiently as possible - Achieving a high level of customer care and satisfactions scores on the weekly mystery shopper visits. Show less

• 

  DFDS

  May 2014 - May 2017

  Steward

  Steward on a busy cross channel ferry route - contributing to the overall performance of a number of outlets, whether it be the on-board shop, bar or restaurant. Ensuring every passenger receives exceptional levels of service and enjoys their time on board; while driving sales at every opportunity. Duties: - Delivering a friendly and helpful service to passengers - Maintaining high standards of presentation and cleanliness- Working as part of team to devise ways of meeting weekly revenue targets - Ensuring the safety of passengers and a continued awareness of assigned role in an emergency - Checking and replenishing stock - Completing daily order and food hygiene forms - Accurately operating the till, handling cash, credit/debit card transactions and cashing up. Show less

• 

  Migrant Help

  May 2017 - now

  Responsibilities Included: Providing day to day supervision of the Contact Centre - Working to ensure Key Performance Indicators are met and, where possible exceeded - Provide an accurate and responsive advice and support service to our clients - Mentor and support telephone advisers on an individual basis, providing coaching, support and identifying training needs - Provide extra support, working with the teams to help cover busy periods or staff absence - Supervise other areas of the Advice Centre when required. Show less Front-line advisor for a charity that has over 50 years' experience of delivering support and advice services to migrants, asylum seekers & failed asylum seekers across the UK. Within this position I endeavour to provide reliable advice & guidance to vulnerable clients with varying support needs; demonstrating my strong communication skills and my ability to work clearly and empathetically no matter the situation.Responsibilities Include:- Providing clear & concise customised OISC Level 1 advice and guidance - Processing applications for Emergency Accommodation- Recording precise information regarding each case on in-house CRM- Assessing each clients eligibility for Asylum Support- Liaising with external agencies as well as various government departments, including housing providers & the Home Office- Mentoring new colleagues, helping to train and support them in their new role- Working towards both team goals and personally set targets Show less

  • KPI & Contract Manager

    Aug 2019 - now

  • EAGL Team Leader

    Mar 2019 - Aug 2019

  • Telephone Advice Centre Team Leader

    Jun 2018 - Mar 2019

  • Telephone & Compliance Advisor

    May 2017 - Jun 2018