Over-seeing the management, marketing and advertising, customer relations, finance, ultimately the sales cycle, process and projections, thus ensuring the business is successful and profitable.

Responsible for facilitating for various training to be delivered across the business. Utilising numerous different methods and platforms to deliver learning to any level within the company ensuring I am catering for all different learning styles. I am regularly contacted in order to provide insight into possible training that has been requested, ensuring this is value add to our company as well as not a waste in resource. In my role I am regularly expected to adapt to changes in circumstances in order to maximise the output of my sessions, I am required to regularly handle various stakeholders within management to ensure my facilitation will be delivered in a timely manner and having the necessary effective to improve service moving forwards.

Producing daily reports for the business on departmental complaints figures against targets setDriving performance of complaint handling advisors to ensure targets are achieved for closing complaints Mitigating case by case circumstances to come to resolution of complaintsReviewing complaint handling procedures on a daily basis to improve processes making simple for our customers & effective for the businessCarrying out weekly performance reviews with team membersQuality checking work carried out against standards setManaging team absenceLiaising with business partners to help continuous improvement of our team & business

Responsible for managing teams adherence to their schedules in order to have the correct number of advisors available to talk to our customers at our peak timesHolding regular one on one performance discussions with advisors & also holding a daily team huddle to discuss trends within call taking performanceReviewing advisor KPIs in order to celebrate positive performance & also understand performance concerns within any of our team membersDrawing out any issues & seeking resolutionsHandling manager escalations in order to resolve escalated complaints

Effectively managed a high volume of inbound and outbound customer calls.Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.Defused volatile customer situations calmly and courteously.Promoting services & products available to the customer driving to hit necessary targets