Paul Air

Experience

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  NewForm Health and Fitness Club

  Sept 2000 - May 2003

  Assistant Health Club Manager

  Assistant Health Club Manager, responsibilities including managing staff and dealing with the technical aspects of fitness provision for members and casual users.Designing and promoting activities to meet and exceed customer demand and generate maximum revenue. Working to increase usage, maintaining high levels of customer care, often with a particular focus on building the membership levels. Supervising staff, including managing staff rotas, carrying out health and safety monitoring including equipment. Handling complaints and incidents. Cashing-up and keeping stock records, working with suppliers purchasing equipment and supplies and handling weekly deliveries. Delivering fitness training or coaching in sports activities - often a good way of maintaining contact with customers. Developing and maintaining timetables to cope with fluctuations in demand.Working closely with the club owner on a daily basis. Show less

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  Department for Work and Pensions (DWP)

  May 2003 - Dec 2007

  Executive Officer

  Team Leader, managing a team of 12 Support Advisors. Providing customer accessibility, ensuring queries are dealt with effectively & efficiently. A first point of contact team for service calls, answering enquiries including some of a complex and sensitive nature. Processing and responding promptly to incoming communications and updating information as necessary. Producing a range of documents including letters/emails and presentations whilst meeting tight deadlines. Collecting, processing and inputing data into internal government information management/ filing systems and databases ensuring accuracy, confidentiality and security of data and compliance with statutory requirements.Diary management for 12 direct reports, ensuring information is accurate and up to date at all times. Planning rotas, organising and minute meetings for individuals or groups ensuring that appointments are realistically planned with regard to workload and staff resources. Enhancing the overall Customer Experience through coaching and feedback to support individual staff to exceed the customers' needs. Supporting Team members to achieve KPI’s through month 1-2-1’s, half yearly and annual APR reviews. Show less

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  Sage

  Dec 2007 - now

  Managing varying team sizes from 12 -20 Sage’s Customer Services GradBay Department supporting Customers with Sage 50 Products. Supporting, coaching and leading the team to deliver against key KPI’s including; AHT, First Call Resolution, NPS, Customer Satisfaction, schedule Adherence and Converted Opportunities via a Sales through Service model.Enabling Technicians to develop skills, to understand our customers and coach them on tailoring their approach to not only resolve queries but improve the Customers business by acting as a Sage expert. Coach and audit Technicians to ensure they are adhering to call structure guidelines, support boundaries and offering a full and appropriate solution to meet the customer’s needs. Offering balanced and constructive feedback to Technicians on how calls can be improved. Setting SMART objectives and measure performance and success from them.Leading Technicians to develop skills by supporting them to identify and request relevant training to support and aid their development. Formalizing Personal Development Plans to improve within their core role and develop towards personal and professional goals. Show less Performing as Lead Coach, managing intakes of 12-14 new Technical Support Advisors from day 1 in training to development in GradBay and migration to post probation. Working between offices in Newcastle and Dublin; with 56 GradBay recruits in 2016 alone, out of a department recruitment of 250+. Liaising with stakeholders in HR, Customer Services, L&D, Department Managers and more. Working closely with an allocated coaching team and ensuring effective coaching and onboarding delivers results.Enhancing the overall Customer Experience through coaching and feedback to support individual staff to exceed the customers' needs, leading to increased customer loyalty. Improving customer accessibility, ensuring queries are dealt with effectively & efficiently. Optimising new intakes of staff and cross-skilling existing staff, boosting performance to support the growth of active customers.Providing support and guidance to new and existing staff coaching them to meet their individual targets and KPI's. Providing the relevant coaching solutions and quality feedback. Maintaining a high level of knowledge on Sage products, services and internal processes. Continually look for ways to improve working practices, and therefore the service provided to internal and external customers.Performing in an ever changing environment means adapting and becoming flexible. Products Supported;Sage 50 Payroll, Sage Instant Payroll, Sage 50 P11d, Sage 50 HR, Sage MicroPay. Show less

  • Colleague Development Coaching Team Manager

    Mar 2025 - now

  • Digital Delivery Webchat Team Manager

    Apr 2024 - Mar 2025

  • Customer Services Team Manager

    Sept 2017 - Apr 2024

  • Lead People Development Coach

    Sept 2014 - Sept 2017

  • People Development Coach

    Apr 2010 - Aug 2014

  • Technical Support Specialist

    Dec 2007 - Apr 2010