Anna Pugh Email & Phone Number

United Kingdom

Responsibilities• Assist with the Key Account Managers for costings, quotes and credit terms• Put in place a process for new customer contracts, to include legal department• Full and documented implementation programme for new business• Post business implementation follow up process• Set up new business in all STOK IT systems• Co-ordinate with the QA department regarding training needs and training documentation is completed and signed off• Facilities management

Evesham

Main Duties / Responsibilities:• Direct team management of Customer Services staff operating out of Eveshamo Responsible for training requirements of the team and ensuring that adequate induction processes are followed o Responsible for team discipline and improvement effortso Responsible for performance review and development of team memberso Delegation of responsibilities through the team as appropriate to allow for development of team members• Responsible for the agreeing, recording, and management of holidays in the team, including ensuring that all activities are adequately covered within the team• Able to cover the standard activities in the customer services team where required• Responsible for ensuring that all team members have adequate knowledge for answering and forwarding phone calls that come through – since the main service numbers are managed through Evesham• Responsible, along with other operational managers at Evesham, for management of out of hours activities• Responsible for ensuring the exceptional level of customer service received by all STOK customers, and particularly those whose service is managed out of Evesham• Responsible for working with senior management, other operational teams at Evesham, and the customer services team in Andover, for ensuring a consistent and high quality customer service• Responsible for ensuring that Senior Management are adequately informed• Act as the Customers’ Champion at STOK UK and continuously look for opportunities to improve on the customer experience• Take the operational lead in customer relationships, with regular meetings for operational improvement, KPI reporting, or general catch-up on performance• Be the initial escalation point for service issues – responding accordingly to the customer, managing through the Quality System, and keeping senior management abreast of the issues raised and the actions taken to resolve

Hartlebury, Worcester

Working with a team of 4 internal staff focusing on sports projects in conjunction with five external Sales Account Managers whilst working in partnership with our premier contractors to ensure a positive customer experience. Maintaining a high degree of professionalism, integrity and accuracy with due attention to product knowledge, services, exceeding our customer expectations. Coordinating with production, finance and distribution to ensure customer requirements are achieved.

Hartlebury, Worcester

To ensure we exceed our customer expectations in delivering their goods on time and in good quality.• Managing a team of 15 Customer Service staff and 4 Receptionists. • Prioritizing the department workload according to the available resource. • Compiling weekly key performance indicator figures for head office, setting targets for individuals and the team.• Daily coaching of staff to improve knowledge and performance and establish individual training requirements. • Fortnightly debriefs with staff. • Escalated customer calls.• Performance Management.

Education record

Education record