Gemma Layton

Experience

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  Aldwych Theatre

  Apr 2002 - Jan 2004

  Duty Manager

  Within this busy West-End theatre, I was responsible for managing a team of sixteen ushers, ensuring health and safety regulations were met, and that the public spaces were maintained on a minute by minute basis.My duties also included stock maintenance, delivering cash tills to ushers and cashing up at the end of a shift. I was also a registered First Aider.

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  Kays Ltd

  Jan 2004 - Apr 2004

  Copy Editor

  Collating and checking copy for KAYS UK Production manual - a yearly publication, containing contact details of all companies and freelance technicians working in the film and television industry throughout Europe, Eastern Europe and Scandinavia.KAYS UK Production manual is considered to be the most accurate and comprehensive in the market place, containing 50,000 listings. My job was to liaise with advertisers to ensure copy for their advertisements complied with deadlines, size requirements and were checked and approved for publication. Working closely with graphic designers and management teams to meet deadlines with multiple clients. Show less

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  Freelance

  Apr 2004 - Jul 2009

  Teacher/Workshop Facilitator

  Freelance teacher and workshop leader for various educational companies and state schools, working with children and young adults between the ages of 4-18 years old.Developing and delivering one off and ongoing workshops surrounding key issues being experienced by the workshop participants, aimed at improving confidence, communication techniques and team work.Developing and delivering theatre workshops, including devising around themes, detailed text analysis, speech work and physical theatre. Writing and directing plays for public performance; in a day, week, over an extended period One-to-one tuition for drama school auditions, speech exams and public speaking events Show less

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  RSVP (Media Response) Ltd

  Oct 2008 - Oct 2015

  Delivering world class customer service to the customers of a leading B2B retailer and an award-winning luxury holiday company, in a fast-paced, high-pressured environment.Managing a team of CSAs, ensuring quality is maintained through a continually evolving monitoring and coaching process. Supporting the Account Manager in the running of a customer service team for leading B2B and B2C retailers. Ensuring a high quality of customer service, training CSAs in the brand values, systems and procedures of our clients and handling any complaints or escalations.

  • Account Manager

    Jun 2010 - Oct 2015

  • Assistant Account Manager

    Oct 2008 - Jun 2010
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  Morrison Water Services

  Nov 2015 - now

  My primary responsibility is for the Thames Water Metering Call Centre, on a contract for Thames Water. Within six months of being in the role, I increased agent productivity by 30%, whilst implementing improvements in processes, training and quality, driven by data and supported through coaching. Since then, the team has diversified in the type of work handled, with successful transitions from trials to BAU, using dynamic training programmes. I have contributed to the development of a robust coaching process, and managed the implementation of this to BAU. Through this, my team has seen a decrease in absences, increase in punctuality, and a decrease in leavers to external positions. Through coaching and development, I have helped several members of my team move on to senior positions within MWS.In the training arena, I have written and delivered several custom training programmes ranging from single sessions, to full induction training, to refresher courses. As part of our employee engagement initiatives, I introduced 'Motivate' to the contact centre, a gamification incentive platform linked to Vonage, creating campaigns which encourage desired behaviours, and manage this process on a monthly basis; changing measures to reflect the seasonal needs of the contact centre and client. I was also instrumental in the roll out of the 'Wow Awards', a recognition programme that we introduced in 2017, which has helped up increase our customer commendations from less than 10 a month to over 200. Show less

  • Head of Performance

    Apr 2024 - now

  • Head of Customer Experience

    Jul 2023 - Apr 2024

  • Cutomer Experience Manager

    Nov 2015 - Jul 2023