The Whisky Shop was founded in 1992 when we opened our first shop in Edinburgh’s Waverley Mall. Today, The Whisky Shop is the largest specialist retailer of whisky in the UK with 20 shops across the UK, a boutique in Paris and an active online shop.I am a passionate fan of the skill, craft and patience it takes to create high quality whisky. Having travelled to Scotland on a number of occasions and visited many distilleries, the opportunity marry my knowledge and customer service… Show more The Whisky Shop was founded in 1992 when we opened our first shop in Edinburgh’s Waverley Mall. Today, The Whisky Shop is the largest specialist retailer of whisky in the UK with 20 shops across the UK, a boutique in Paris and an active online shop.I am a passionate fan of the skill, craft and patience it takes to create high quality whisky. Having travelled to Scotland on a number of occasions and visited many distilleries, the opportunity marry my knowledge and customer service background was something I jumped at.Key Duties include:- Simplifying and enhancing the in store customer experience through shared knowledge- Tailoring the service to meet specific customer needs whilst delivering sales goals- Hosting whisky tasting events to add colour to the experience and build store loyalty - Demonstrating high level attention to detail to ensure accurate completion of administrative duties Show less

Creating unique furniture and home decor items made from recycled materials.-Liaising with clients to understand and agree product design, finish and timescales for delivery-Manage own time effectively to ensure project completion and to set realistic expectations-Consider environmental impacts of all materials used and minimise waste-Maintain, develop and manage online presence and social media platforms

Mackmyra is a Swedish Craft Whisky producer established in 1999. The company’s main markets are Sweden and some chosen European markets among them the UK. In 2015 Mackmyra was awarded with World Distiller of the year and in 2012 European Spirits Producer of the year. The whisky we produce is innovative Craft Whisky.As a Brand Ambassador, I represent Mackmyra Swedish Whisky in a variety of public situations and social contexts.- Conduct product tastings and sharing expertise-… Show more Mackmyra is a Swedish Craft Whisky producer established in 1999. The company’s main markets are Sweden and some chosen European markets among them the UK. In 2015 Mackmyra was awarded with World Distiller of the year and in 2012 European Spirits Producer of the year. The whisky we produce is innovative Craft Whisky.As a Brand Ambassador, I represent Mackmyra Swedish Whisky in a variety of public situations and social contexts.- Conduct product tastings and sharing expertise- Attract new customers and maintain existing ones through direct relationship management in the on trade and off trade- Conduct staff training to enhance the customer experience- Deliver direct customer education through whisky fairs and events Show less

To manage the intraday performance of Residential Complaint Resolution in line with medium term objectives, balancing customer expectation and effectively utilising available resources Key responsibilities and achievements:- Manage on the day telephony and task volumes by half hour in line with expected response times- Inform and influence the leadership team (Customer Service/Section/Team Manager) to allow them to effectively manage advisor performance - Hold daily Customer… Show more To manage the intraday performance of Residential Complaint Resolution in line with medium term objectives, balancing customer expectation and effectively utilising available resources Key responsibilities and achievements:- Manage on the day telephony and task volumes by half hour in line with expected response times- Inform and influence the leadership team (Customer Service/Section/Team Manager) to allow them to effectively manage advisor performance - Hold daily Customer Impact Meetings to discuss the previous day’s performance and set the expectations for the day ahead, challenging under/over performance. - Gained thorough working knowledge of resource management tools, TotalView, Aspect Canvas and Aspect Management Suite.- Developed area specific management information through use of OBI and MS Office; such as trended call performance and live complaint volumes by user.- Designed and implemented standardised operational action plan based on work stream service level.- Redesigned and implemented new call information screens across different work streams to improve efficiency and build advisor engagement Show less

To lead and motivate a team of customer service advisors managing inbound customer queries from our Small to Medium Enterprise customers Key responsibilities and achievements:- Lead and motivate my team in being able to achieve their performance objectives- Coach agents to enhance their performance whilst being able to setup action and capability plans when agents under perform- Own all the communication into and out of my team, to ensure they’re engaged with what is required of… Show more To lead and motivate a team of customer service advisors managing inbound customer queries from our Small to Medium Enterprise customers Key responsibilities and achievements:- Lead and motivate my team in being able to achieve their performance objectives- Coach agents to enhance their performance whilst being able to setup action and capability plans when agents under perform- Own all the communication into and out of my team, to ensure they’re engaged with what is required of them. - Improved call performance from 47% to 71% through direct coaching and firm action setting; E.ON NPS has improved from 0 to +8 as a result of this.- Through regular PDP sessions and clear action setting, I coached 4 of my original team members’ through to Level 4 competency spotting and 1 into a Level 2 role Show less

To lead and inspire a team of Customer Service Advisors in investigating and resolving customer accounts where there is a difference between our billing and settlement Key responsibilities and achievements:- Adapted to a new and complex process quickly which allowed me to improve the customer experience whilst also being able to support and coach my staff through sitting in, call listening and personal development plan setting- Influenced process changes that have altered the way in… Show more To lead and inspire a team of Customer Service Advisors in investigating and resolving customer accounts where there is a difference between our billing and settlement Key responsibilities and achievements:- Adapted to a new and complex process quickly which allowed me to improve the customer experience whilst also being able to support and coach my staff through sitting in, call listening and personal development plan setting- Influenced process changes that have altered the way in which we interact with our customers- Building up my stakeholder portfolio and using this to benefit of my team through system changes and forecasting resource- Billed 82% of accounts five weeks into the nine week project- Raised £900k in billing from incorrectly dormant accounts- Through customer centric process design I managed complaint levels to 1.8% of allocation and 0.33% of billed amount written off as ex gratia Show less