Ensuring that Data Protection best practice is followed throughout the business.Facilitating any Data Protection requests within the business from Data Subjects.Liaising with all departments and supporting them on matters involving Data Protection.Keeping the awareness level of Data Protection high throughout the business.

To plan, co-ordinate and control the activities of the customer service team. To maintain and enhance customer relationships.

Process orders for Top Tier customers and manage their order communications.Drive 99% Customer Service Level for Top Tier customers.Ensure the day to day running of the Customer Care team, following SOPS and Work Instructions to complete work compliantly and efficiently.Review the Customer Care performance via monthly KPI/SLA updates and 1:2:1 meetings.Support the Customer Care team with development through coaching and focusing on development plans.Complete core compliance checks monthly to ensure the Customer Care department is compliant in a highly regulated industry.Led a mini project initiative to improve the work/life balance of the ‘Tech Ops’ teamIdentify and implement enhancements to our Service offering that adds value to the sales proposition.Monitor EDI throughput and endeavour to increase EDI customers to increase efficiency.Supported a customer communication piece regarding a major SAP upgrade project within the business.Manage the 3PL via KPI meetings, monitor performance and implement improvement plans with our 3rd party logistics partner.Code distribution invoices against cost centres in line with financial guidelines.Sign off customer claims and complete root cause analysis on each claim to pro-actively prevent incoming debits and deductions.Respond to Customer/Consumer/Patient queries appropriately and sensitively.Recruit team members and track on-boarding and training plans via 1:2:1’s and training matrix.Support the stock allocation and managed restricted supply scenarios of key SKUs.Assist in the out of stock reviews and act as a central point of contact between sales and supply chain teams.

Was responsible for managing the back end of supply chain operations for 70 key retailers.Supported the back end supply operations for 100+ independent retailers.Received enquires from customers regarding their bookings, deliveries and order status'.Focal point for training/coaching on SAP and query management systems.Initiated, managed and actioned required changes in SAP to create correct customer delivery profiles; taking into account Bank Holidays for the year.Conducted regular internal training programmes based on business / process changes.Controlled and monitor service levels, costs and KPIs of the various service providers and 3rd parties.Assisted in ensuring stock levels and management was within tolerance of European KPIs.Updated and distributed customer specifications and delivery requirements to 3PLs.Initiated improvement processes for better customer service against lower costs - project based.Maintained quality and intensive communication and co-ordination between all 3PL and 3rd parties.Co-ordinated monthly business reviews with internal Sony departments and the 3rd parties.Managed the VIP and European Booking process ensuring all were completed in line with the customers’ expectations and Sony’s guidelines.Managed and resolved with 3PL / 3rd parties / dealers, both UK and European delivery issues which occurred during and outside of normal working hours (including weekends).Monitored, checked and controlled the timely and correct charging from 3rd party service providers.Managed a team to ensure the smooth running of a high pressure department.Performed staff monthly reviews and formal quarterly performance reviews.Acountable for SOX and SOD reporting to ensure monthly reports were created, signed off and readily available for the auditors.Performed analysis and reporting of delivery queries raised, internal cross charging and delivery amendments.Helped to establish, manage and maintain a returns process for UK and Ireland.

Answered all incoming phone calls, within call centre as part of a frontline team.Handled all general customer enquiries - quotations, ETAs, pickup times, PODs, track and trace.Booked courier jobs on in internal systems.Provided technical support for internal systems.Liaised with sales department of any prospective customers.Completed relevant paperwork for international consignments, e.g. Pro Forma Invoices.Investigated lost/stolen consignments and complete insurance paperwork.Handled daily delivery discrepancy reports.

Customer service/enquiries, in person or by telephone and till work (EPOS Systems).Cash control - e.g. refunds, exchanging of orders.Back of house operations e.g. cashing up, banking.Merchandising displays and setting up new P. O. S.Responsible for stock checks and auditing of 'Collectable' department.

Store opening and closing.Customer service/enquiries, in person or by telephone and till work.Cash control e.g. refunds, exchanging of orders.Responsible for stock checks and auditing.Back of house operations e.g. cashing up, banking.Merchandising displays and setting up new P.O.S.Staff control - e.g. breaks, lunches.