- Supporting the contact centre in achieving daily KPIs such as average handling time whilst contributing to business culture by leading with integrity - Role modelling leadership competencies such as agile thinking, risk-taking and resilience - Strategically finding opportunities to streamline processes, promoting innovative ideas across peers and stakeholders - Identifying and developing talent to future-proof the business vision and strategy

• Actively listening to and communicating with direct reports, maintaining a relationship of trust and encouraging them to drive their own performance• Recognising individual development needs, working with direct reports to address them using resources like PDPs and PIPs and an adaptable style that appeals to many different learning styles• Conducting and documenting effective weekly, monthly and annual performance reviews, setting clear objectives to continually improve an advisors’ contribution to their role• Reviewing and understanding key reports, confidently using the data to drive performance within the team on a short and longer-term basis• Acting as an escalation point for unresolved customer issues, pro-actively reaching out to stakeholders to flag concerns with a solution• Being visible on the operational floor and first point of call to provide support to peers and other teams, maintaining a high level of energy to keep everyone engaged• Strategically finding opportunities to streamline processes, promoting innovative ideas across peers and stakeholders

• Acting as the operational contact for prompt resolution and/or action in relation to agent queries• Ensuring that all cancellation requests, status changes, group splits, change of ownership and decommissions are processed correctly and within the set time scale• Handling difficult or conflicting situations in a confident and professional manner, providing a suitable resolution for all parties• Ensuring revenue is maximised from those sites wishing to churn• Ensuring the integrity and accuracy of the relevant products live count• Producing reports, documents and processes accurately and in the correct format• Working to deadlines and responding in a flexible way to the changing demands of the Retail Operations Team

• Ensuring 10,000+ PayPoint retailers are capable of offering customers an improved service for benefit withdrawals• Acting on initiative to implement best practice for customers, including but not limited to introducing new ideas to reduce the incident rate at PayPoint stores across the UK• Responding to incidents escalated by Citi Bank within a 30-minute SLA, including disputed transactions• Acting as the point of referral for Simple Payment, resolving operational issues and complex customers queries/complaints• Maintaining an up-to-date knowledge of products/procedures, liaising with relevant departments to prioritise workload effectively and exceed agreed targets• Key achievements include consistently performing above the SLA target implemented by Citi Bank and winning Team of the Year 2013

• Responsible for sales and visuals across 3 floors of menswear, ladieswear, kidswear and accessories • Fast-paced stock turnover, accepting deliveries and merchandising on the shop floor• Overseeing recalled products, ensuring they arrive safely back at the warehouse within timeframe• Assisting Store Manager on store visits to aid professional development• Supporting direct reports professional development via upskilling and delegation of tasks

• Day to day running of the store floor, ensuring staff are in the right place at the right time• Keeping store floor updated with best seller and stock reports, following up on short, mid and long-term KPIs• Volunteered and accepted to support Oxford Circus branch with their new floor opening• Keeping manager well informed of customer feedback and the actions taken to ensure customer satisfaction is achieved at all times• Other responsibilities included audit, sale prep, security checks, leading Head Office visits, responding to phone calls/emails from Head Office promptly and conducting regular staff training sessions• Key achievements include a nomination for Employee of the Year 2009, winning regional winner and Team of the Year 2009

• Responsible for running the store in the absence of Store Manager twice a week, including opening/closing, cashing up, admin tasks, visual merchandising, ordering stock and resolving customer queries• Producing competitor analysis, best seller reports and customer satisfaction surveys, implementing any feedback given if achievable by the store and business