Daniel Flaherty Email & Phone Number

Birmingham, England, United Kingdom

Digital and customer services

Birmingham, England, United Kingdom

- Build relationships with the waste management service area by basing myself in a depot environment on behalf of customer services. This allowed me to see for myself challenges faced within the operation and gain accurate/concise information that I can use to improve our level of customer service.- Gained the trust of depot managers/refuse operators to gain information about how service can be improved and discussed the challenges customer service provide for the depots. This began a… Show more - Build relationships with the waste management service area by basing myself in a depot environment on behalf of customer services. This allowed me to see for myself challenges faced within the operation and gain accurate/concise information that I can use to improve our level of customer service.- Gained the trust of depot managers/refuse operators to gain information about how service can be improved and discussed the challenges customer service provide for the depots. This began a process of working closer together and bridge the gap we customer services and waste management service area had.- Identified trends of failure and flagged immediately to senior management for investigation and resolution .- I was part of briefing frontline staff of any changes and ensuring this was communicated in a way that can be quickly understood so that citizens were being provided with accurate information to prevent further calls and maintaining our 95% calls answered service level.- Take a key role in developing and updating training material for front line staff by working with senior management.- Deal with escalated calls in order to minimise official complaints- Attended Senior Management/Director level meetings to provide feedback based on what I have been advised by both citizen and workforces to improve the service.- Attend Public Forum meetings to discuss Waste Management and engage with citizens to give each other an understanding of how this service affects us day to day, I maintained contact with such members to ensure that ongoing complaints were resolved.- Deal with Councillor and MP enquiries on behalf of BCC contact centre , providing an accurate and timely response by using contacts built within the service area/depots. Show less

Fort Dunlop

- manage a team of 15 advisors dedicated to the newly formed garden waste service- use management tools to manage absence , pay , holiday requests and liaise with Blue Arrow recruitment agency as these staff were originally temporary- use coaching tools online to demonstrate areas of good performance from team members and clearly demonstrate areas of improvement , use of coaching methods to get this message across and still remain positive when doing so.- use of an open… Show more - manage a team of 15 advisors dedicated to the newly formed garden waste service- use management tools to manage absence , pay , holiday requests and liaise with Blue Arrow recruitment agency as these staff were originally temporary- use coaching tools online to demonstrate areas of good performance from team members and clearly demonstrate areas of improvement , use of coaching methods to get this message across and still remain positive when doing so.- use of an open door approach to create an atmosphere where my team could speak to me and feel confident, team ideas in a new service would help to improve the working atmosphere.- attend weekly meetings with waste management service area to discuss projects that they wanted us to undertake on their behalf with staff not being utilised- work with resource and planning to ensure that our call targets were being achieved and balancing this with the needs of the service area- use of resource and planning information to justify how we managed workload to the service area- work directly with senior management in a live working environment to flag any issues or concerns regarding a newly formed service and get answers for the team , I then briefed this information to staff.- assisted managers with HR investigations , disciplinaries etc and attended daily meetings with contact centre senior management to discuss such matters- attended call quality meetings to look at how the service the staff give to customers can be better done and make recommendations Show less

Fort Dunlop

Consistently hitting performance target leading to me achieving a performance related bonus 9 months out of 12.Supporting my line manager by helping to prepare information for meetings and attending calibration sessions with the client.Completing escalated calls on behalf of my manager which gave them the time to monitor our team performance

Warstock Lane Kings Heath

I worked both summer holidays whilst studying for my A Levels. This role included arranging appointments over the phone for customers to have their electricity meters changed for the Government backed token to key project

Bachelor Of Arts (B.A.), Business Management, Third Class

I studied for a Business Management degree to build on the knowledge I had gained in my earlier education, Although this was challenging I.

Bachelor Of Arts - Ba, Business Studies