Experience

• 

  Scenic industrial cleaning solutions ltd

  Mar 2007 - Jun 2008

  Operational director

  Sales & Promoting.Customer Satisfaction.Operational Delivery.Building relationships with key stakeholders.

• 

  Lifestyle services group limited

  Jul 2008 - May 2011

  -Leading-Complaints resolution-Training-Quality Assurance-Complaint Resolution-Collaborating & Partnering-Mentoring -Customer Service.-Insurance Registration.-Payment distribution.-Dispute resolution.-New Claim processing.-Customer Relationship Management (CRM)-Data Protection.-Claim Resolution Handling.-Collaborating with team members.-Data Processing.

  • Customer Service Team Leader

    Oct 2009 - May 2011

  • Customer Service Advisor

    Jul 2008 - Sept 2009
• 

  Policy administration services limited

  Jun 2011 - Aug 2012

  Retention sales team leader

  -Sales-KPI Measurement-Performance management-Leadership-Motivating & Encouraging-Training & Development

• 

  Department for work and pensions (dwp)

  Oct 2012 - Jun 2019

  -Leading a large team of Case Managers.-Taking and resolving escalations. -Managing an additional team of Mentors and allocating to various areas of the country.-Training & development of team members.-Monitoring performance against governmental targets for the business site.-Keeping up to date with Governmental legislation within welfare.-Building key relationships with stakeholders across the department throughout the country.-Process mapping and implementation.-System testing.-Quality and performance management.-Partnering & Collaborating.-Complaint Handling & resolution.-Investigating and leading disciplinary hearings.-Regular coaching & 1-2-1 sessions.-Holding weekly team meetings. Show less

  • Executive Officer

    Oct 2015 - Jun 2019

  • Telephony Agent

    May 2013 - Oct 2015

  • Assistant Advisor

    Oct 2012 - Apr 2013
• 

  Pure claims support services ltd

  Jul 2019 - Mar 2020

  Team leader

  -Team Management.-Designing and distributing a Quality Monitoring Form.-Business Improvement Implementation. -Complaint Handling & resolution.-Investigation and leading disciplinaries.-Upskilling of Team Members to offer support to other business areas.-Delivering training to new employees.-Conducting regular One-To-One sessions and Team Meetings. -Collaborating with other business areas.-Identifying trends of customer demands.-Developing and nurturing stakeholder relationships.-Conducting weekly team meetings.-Relaying weekly updates to senior management.-Quality and Assurance.-Promoting and identifying areas for team growth. Show less

• 

  The ses group

  Jun 2020 - Oct 2020

  Steward (temporary role)

  -Risk Assessment.-Risk Management.-Implementing Covid-19 Health & Safety Measures.-Handling Customer Service Enquiries.-Collaborating across other areas such as Train Crew & Security Officers.-Supervising team.-Ensuring sufficient stock levels of PPE Equipment. -Allocating PPE Equipment to colleagues and Customers.

• 

  Riverside

  Oct 2020 - May 2023

  -Managing a team of customer service advisors.-Remotely managing an additional team over several different areas.-Project Management.-Leading and delivering objectives in line with company values.-Complaints & Resolution Handling.-Leading the way for change and transformation.-Coaching and Developing.-Quality & Performance maintenance.-Recruitment and Talent Acquisition.-Responsible for maintaining and achieving Service Level Agreements.-Collaborating and Partnering across all areas of the business.-Building key relationships with internal and external customers/stakeholders.-Supporting with resource and planning.-Sickness and absence management in line with company standards.-Promoting company values within my team and my own performance.-Creating specific Personal Development Plans for staff members to retain high quality within the business.-Conducting regular 1-2-1, coaching sessions & team meetings.-Investigation and disciplinary handling. Show less

  • Customer Service Team Leader

    Jul 2021 - May 2023

  • Customer Service Center Advisor

    Oct 2020 - Jul 2021
• 

  Sms plc

  May 2023 - Jan 2024

  Contact centre team leader
• 

  Torus

  Jan 2024 - now

  Customer hub team leader

  -Managing a team of advisors.-Investigation and disciplinary handling.-Project Management.-Leading and delivering objectives in line with company values.-Complaints & Resolution Handling.-Leading the way for change and transformation.-Coaching and Developing.-Sickness and absence management in line with company standards.-Recruitment and Talent Acquisition.-Responsible for maintaining and achieving Service Level Agreements.-Quality & Performance maintenance.-Collaborating and Partnering with different teams across the business.-Building key relationships with internal and external customers.-Conducting regular 1-2-1, coaching sessions & team meetings.-Promoting company values within my team and my own performance. Show less