Claire Pontefract Email & Phone Number

Swansea, Wales, United Kingdom

Along with managing a small customer service team, I ensure customer service is delivered to the highest standard across the whole branch. Managing customer complaints, escalations, and dispute resolution, while maintaining Motorpoint processes and policies.

Swansea, Wales, United Kingdom

Overseeing a team of CSA’s ensuring the daily running of handovers and returns are managed effectively and within a timely manner while upkeeping the Motorpoint values and expected customer service.

Swansea, United Kingdom

A customer service role, handling the final stages of car purchase, including finance, admin and problem solving. Achievements• Established better ways of working, by reviewing processes and making suggestions to the management team.• Reviewed training material and built a new database to bring this up to date and site specific. • Deputise for the Customer Service Supervisor in her absence and have become a key team member.• Selected for a 6 month secondment into a temporary company role, ensuring all finance and sale information is correct and that customers are aware of our site Covid procedures ahead of their appointment.

Swansea, United Kingdom

Engaging all areas of the business to ensure customer experience is one of the main focuses. Driving customer engagement through role swap days, customer intranet sites, customer events and weekly feedback reports.Achievements• Supported the creation, maintenance and engagement of a customer experience roadmap of activities. Set up ways of working which ensured the Customer was a main focus through all business changes.• Planned on and off-site customer events. Managed workbooks, logistics and finance, attendance from both staff and customers, planning catering, calendar and invitation bookings, car parking arrangements, etc.• Drove activities into internal and external customer panel and research teams. Collaborating with internal stakeholders to develop required research and activity, and with external partners to make this happen. This ensured that before any change was made in the business we were able to gather feedback from customers and identify the need for change.• Owned the internal role swap experience. Encouraging back office staff to shadow frontline staff and experience face to face contact with customers. This proved an excellent way for staff with no customer contact to re-think about the customer when working, and to gain feedback from other business areas.• Managed the internal Customer Experience intranet, providing updates and sourcing new content.

Swansea

Working as part of the Business Change delivery team. This included working on Virgin Media’s largest transformation programme in Mobile along with multiple smaller projects.Achievements• Solely responsible for project co-ordination within Customer Care, including the creation, upkeep and monitoring of impact assessments, risk and issue logs, workbooks, milestone plans and readiness trackers. • Liaising with multiple business areas along with internal and external stakeholders, managing their requirements while also providing weekly/monthly reporting in a suitable format for their involvement.• Managed the running and success of a medium sized test team, to ensure the new systems worked according to design documentation. This included staff management, workload management and budget control.• Working with training and support teams to drive completion of training and support material ready for staff up-skilling.• Ensuring staff and customer communication teams are up to date on each change and agreeing on a comms plan where required.

Swansea, United Kingdom

Beginning my journey as a customer service adviser, I then took on the extra responsibility of being Operational Lead for my business areas to support Phase 1 of the Mobile Transformation Programme.Achievements• Experienced technical agent consistently achieving business targets and high levels of customer service. Actively involved in the design and implementation of the Resolution Specialist Development programme.• Taking on the role of Operational Lead within 18 months of joining the business. Providing programme updates to main stakeholders and sorting understanding and sign off where required. • Entry level tester to confirm the new system worked as expected, but within 6 weeks was working alongside management teams to drive issue resolution and providing updates to the programme manager and Senior Leadership Team.