Chris Kinsman Email and Phone Number

As an experienced and hard-working Escalation Lead, my role allowed me to support customers through the delivery of first-class customer service via a variety of channels including email, social media & live chat. I am an excellent communicator, with a methodical & analytical approach to problem solving. I function well as part of a team & work individually and have a proven track record in achieving all KPIs & objectives set for me both personally & departmentally.My background in social media also allows me to communicate with people who are talking in different tones with different levels of queries and complaints, and help the Trust's social media team in making content and dealing with escalated & sensitive issues that may arise on social media. Whilst on this campaign, we used Salesforce's social media monitoring software, Social Studio, and eventually switched to Sprinklr. Whilst working at the NCS Trust, I worked in a seconded position as an Internal Communications Coordinator. This role was more focused on the internal side of the NCS Trust and required me to take steps out of my comfort zone and be the go-to person for any news bulletins, congratulations posts and leavers posts. Whilst working in this role, I had to handle numerous big events, such as the Queen's death and a period of redundancy which required me to be up to date with leavers and layoffs, this required me to give accurate and punctual information in a caring way. I was also responsible for training the person taking over the job full-time and handling the creation of the Internal Communications strategy. My role required me to steady the ship when it came to Internal Comms at the trust and help build the future of the Comms strategy.Part of my responsibilities at the Trust included grant assessing for the NCS Trust's community grants and the Enrichment Partnerships Pilot. This included the in-depth assessment of large applications, having to decide how well they answered the Trust's requirements and participating in a large moderation meeting to make sure my answers fell in line with the larger moderation group, which was very productive and gave in-depth answers and challenges on certain key points. I also helped in the management of multiple inboxes for the NCS Trust, including, but not limited to the Education, Grants and Digital Experiences. Whilst working closely with Digital Experiences, I was able to co-run the organising of the digital experiences gaming pilot and research sessions. Showing I can work with numerous teams simultaneously.