─ Providing a triage service for customers calling in for legal advice─ Using in house systems to ensure a smooth running of a busy advice service─ Regularly over achieve my sales target on a monthly basis for new business and existing customer upgrades by maintaining a high level of concentration, motivation and empathy in a challenging and occasionally demanding environment (Between 180% and 190% over target)─ Taking on new projects and adapting to changes within the team─ Taking a proactive approach to make suggestions and recommendations to improve business processes─ Attending and engaging in all team meetings─ Deal with challenging interactions and customers who may be upset, face language barriers or give negative feedback while politely providing solutions─ Assisting with the on-going training of new staff as well as implementing new processes within the department─ Excellent customer service consistently achieving NPS Score of 95% and above. In house call listening between 98% - 100%─ Received a Which customer service award in 2017─ Be an ambassador for the team, ensuring a world class experience is delivered and opportunities maximised during every contact─ Provide highest standards of customer excellence and provide prompt, accurate and courteous attention to all our customers’ enquiries─ Ensure a full awareness of customer activities and objectives are maintained, and queried when necessary to ensure clarity and aligned work ethics and positive outcomes for all customers are achieved─ Provide input to the shaping of the company via new ideas and suggested improvement through:o Ideas spreadsheet.o Continual Service Improvement (CIP) process.─ Develop , perform and supervise the training needs of temporary staff during the promotions─ Prioritising daily tasks with the competency manager

─ Responsibility was to maximize group income from an assigned portfolio of up to 400 customers via telephone, email and letter

─ Administrator/Receptionist duties─ Bookkeeping─ Maintaining office systems─ Invoicing

─ Providing support to team members─ Providing training and coaching─ Giving appraisals and feedback to the team─ Complaint handling both written and verbal