Acting as first responder, I would perform hourly patrols as well as maintain a detailed log of all accounts. Worked on both static and non-static sites.

Followed procedures effectively to ensure business regulations were met and KPI targets were achieved. Extensively used active listening skills to ensure the cover in place was correct for the customers’ requirements. Used problem solving skills to achieve customer expectations, especially when handling system limitation. Empathised with vulnerable customers and reassessed my approach when handling their requests. Negotiated with customers to get the best price for both the customer and the company.

Delivered great care when handling sensitive issues by following procedure and empathising with the customer. Processed client requests and updating their accounts accordingly, using the company’s coding system. Used problem solving skills to find the most optimal route in solving financial issues for customers. This required critical thinking, empathy and sometimes collaboration with other departments to get the best result.

Took time to understand customer queries to provide the best care possible. Initiating diagnostics for faults regarding: telephone, broadband, television and, analytically resolving said faults. Taking ownership and responsibility when registering complaints. Updated client accounts diligently. Supported colleagues through side by side coaching and call reviews.

Used problem solving skill when developing efficient systems to reduce time taken on tasks using MS Excel. Purchase rates, expiry dates and prices were easier to catalogue due to the system, saving 2-3 hours per day of workload. Delivered great customer care when handling customer enquiries and complaints. Performed methodically when handling all cash & delivery aspects. Organised the rota to accommodate for both colleague and business needs. Ensured health & safety standards were met and the store was opened/closed at the correct times.

I gained a lot of confidence through being a Non-Commissioned-Officer as I had to organise cadets in the squadron and out on base. The role also consisted of speaking to other officials in the organisation, addressing any concerns the cadets had, giving presentations and organising activities. In addition, I completed many courses that increased my understanding in aviation, first aid and leadership.