I look after 6 of the Top 100 Corporate Accounts.

• Complete ownership of the service relationship with the named strategic customers, proactively identifying and acting upon potential issues. • Facilitation of monthly service reviews with customers proactively identifying key improvement areas and influencing changes for the account and generically where appropriately.

• Field based, front line customer service support working independently and alongside Account Directors to ensure the implementation and ongoing support of strategic contracts meets the required standards. To liaise with internal and external departments to resolve any issues to enable the project to close to agreed timeframe and within budget.

Responsible for:The day to day account management of 14 large corporate accounts, with a handset base of approximately 12,000First line day to day point of contact for the customersBuilding relationships with key customer contactsLiaising with various internal teams to help resolve customer issues/queriesEnsuring all information on the Orange systems was up to dateDeliver a high quality customer serviceRespond to all e-mails and telephone calls quickly and efficiently - governed and measured by SLA metrics

Managing the day to day business of a busy Post Office

Responsible for:Managing the staffing levels to adhere to Post Office Counters Policy, ensuring that customers' expectations were managed in line with the corporate business plan to help meet budget projections. This would include managing staffing levels during peak periods, and adapting cover for sickness and holidays.Developing staff members, by ensuring that they were current and up to date with all policies and new procedures as they were implemented by the company.Processing Central and Local Government documents, and fiscal post office documents and forms.Financial forecasting. By analysing historical data, and an awareness of current trends I would be responsible for liaising with Central Processing Unit to order the most efficient levels of monies, and stock such as Postal Orders and Stamps required to carry out business for the following week. This was an important balance to maintain. Too little monies and stock and the customers needs would not be met and penalties would be incurred by my office. Too much monies and stock would put the value over the level covered by insurance and would constitute a security issue.Collating the daily processing of accounts which was a key enabler required in order for me to be able to process a weekly balance of accounts. I could also audit the work done by each counter staff ensuring adequate effort was being produced by each individual.