Leading our Customer Service team. I am responsible for managing the performance of the team, motivating and developing team members to produce customer service excellence. Monitoring delivery against KPIs and organisational objectives, taking a proactive approach to ensure performance levels are met. Managing the relationships with key stakeholders both internally and externally. You will possess:• First class communication skills, with the ability to build relationships… Show more Leading our Customer Service team. I am responsible for managing the performance of the team, motivating and developing team members to produce customer service excellence. Monitoring delivery against KPIs and organisational objectives, taking a proactive approach to ensure performance levels are met. Managing the relationships with key stakeholders both internally and externally. You will possess:• First class communication skills, with the ability to build relationships quickly• Previous experience managing and motivating people• Excellent time management skills, with the capacity to multitask and prioritise tasks• A commitment to delivering a fantastic customer experience • IT skills with experience of Microsoft Office Show less

Managing teams across 3 separate campaigns, including Track and Trace, Vaccinations for Englandand Scotland, and managing a group of job support advisors for a DWP campaign. In addition tosupporting a team of 20 agents, since my promotion to Senior Team Manager I now have direct linemanager responsibility for 3 Team Managers and their direct reports (approx 60 advisors):● Created a Team Manager induction programme to better support the transition of newmanagers to the Go… Show more Managing teams across 3 separate campaigns, including Track and Trace, Vaccinations for Englandand Scotland, and managing a group of job support advisors for a DWP campaign. In addition tosupporting a team of 20 agents, since my promotion to Senior Team Manager I now have direct linemanager responsibility for 3 Team Managers and their direct reports (approx 60 advisors):● Created a Team Manager induction programme to better support the transition of newmanagers to the Go Centric way● Built and supported a team of remote workers throughout the UK to work as one teamthrough regular direct engagement and communication, icebreakers and social activities● Guiding the team to achieve objectives and supporting their development● Creating a supportive and engaging environment for my team to support their wellbeingduring the challenges of the pandemic, to help them support the needs of our vulnerablecustomers and help balance the potentially emotional impact of challenging calls● Ensuring that operational SLA's and KPI's are met● Supporting and promoting a customer focused culture and a right first-time approach● Enabling my team to deliver a world class conversation whether verbal or written● Completing regular quality assessing to ensure all standards are achieved/exceeded withtimely feedback provided to agents in line with the QA policy● Delivery of change/training briefs through effective communication● Maintaining, measuring and improving my team's performance against goals, offering them aclear purpose and structured support to help them evolve and grow● Provide support in resolving complex and/or escalated queries or complaints● Effectively use Management Information and readily make value and cost driven decisionswhich improve customer, employee and commercial performance● Educate and lead by example so that the team understand and adhere to the company anddepartment standards, policies and procedures Show less

Delivering world class customer service through effective leadership and coaching of a team of 2ndline technical advisors supporting Centrica Hive Home Solution customers, agents and engineers withtechnical support queries that require additional troubleshooting:● Leading my team to achieve objectives and support company growth● Creating a supportive environment for my team that drives employee engagement● Ensuring that operational SLA's and KPI's are met● Supporting and… Show more Delivering world class customer service through effective leadership and coaching of a team of 2ndline technical advisors supporting Centrica Hive Home Solution customers, agents and engineers withtechnical support queries that require additional troubleshooting:● Leading my team to achieve objectives and support company growth● Creating a supportive environment for my team that drives employee engagement● Ensuring that operational SLA's and KPI's are met● Supporting and promoting a customer focused culture and a right first-time approach● Completing regular Quality Assurance checks and delivering feedback in line with QA policy● Delivery of change/training briefs through effective communication● Maintaining, measuring and improving my team's performance against goals, offering them aclear purpose and structured support to help them evolve and grow● Handling the resolution of complex and/or escalated queries and complaints● Effectively use Management Information (MI) and readily make value and cost drivendecisions which improve customer, employee and commercial performance.● Educate and lead by example so that the team understand and adhere to the company anddepartment standards, policies and procedures Show less

At Right People, we work closely with clients and candidates to build trusted relationships; ones that lead to successful outcomes for all.Our consultants are industry experienced and able to find the right person for the job by meeting candidates and understanding how they will fit in to a company’s culture and overall strategy.Businesses return to Right People time and time again to fulfil their recruitment needs. They recognise that we offer a first-rate professional and… Show more At Right People, we work closely with clients and candidates to build trusted relationships; ones that lead to successful outcomes for all.Our consultants are industry experienced and able to find the right person for the job by meeting candidates and understanding how they will fit in to a company’s culture and overall strategy.Businesses return to Right People time and time again to fulfil their recruitment needs. They recognise that we offer a first-rate professional and efficient service; one that understands the needs of the client and the candidate.We are members of REC and the Aberdeen & Grampian Chamber of Commerce. In addition, Right People is the agency of choice as well as the main sponsor of ACCA (the Association of Chartered Certified Accountants) Scotland’s annual members’ network dinner in AberdeenI am personally delighted to be working with a market leading Recruitment Agency headquartered in Aberdeen, where I am in run the Commercial and Construction Divisions. Within my role I cover both Permanent and Contract Positions or any duration.Please feel free to get in touch, you can contact me on 01224 628872 or Dan.Kinney@rightpeople.uk.net for a confidential discussion as to how I can assist you with your next career move. Show less

Working in a fast paced high technology environment.Striving and excelling in acheiving demanding KPI's in a tough economic climate.Managing and developing a strong workforce and instilling autonomy and accountability in the whole team.Recruited a team of highly skilled, professional sales driven consultants with a passion for the industry and focus on progessing within the company.

Strong, driven commercial recruiter with a passion of ensuring I place the best candidate in their perfect career.Providing bespoke services that tailor my approach to each client and candidate.Ensure that I provide a step by step approach that keeps the candidate and clients informed every step of the process.

Working in a fast paced high technology environment.Striving and excelling in acheiving demanding KPI's in a tough economic climate.Managing and developing a strong workforce and instilling autonomy and accountability in the whole team.Supported the stratigic goals of the Business and broke them down into manageable, understandable goals acheived by each individual consultant.Recruited a team of highly skilled, professional sales driven consultants with a passion for the… Show more Working in a fast paced high technology environment.Striving and excelling in acheiving demanding KPI's in a tough economic climate.Managing and developing a strong workforce and instilling autonomy and accountability in the whole team.Supported the stratigic goals of the Business and broke them down into manageable, understandable goals acheived by each individual consultant.Recruited a team of highly skilled, professional sales driven consultants with a passion for the industry and focus on progessing within the company. Show less

Supported the development of a new in work support function for Ingeus that followed its clients for 6 months into employment, ensuring any issues are rectified and dealt with in a timely manner.Developed KPI's that support both the development and growth of the advisors and the support we offer to our Clients.

Working with a team of 15 call centre advisors, training, coaching and developing the advisors and recently promoted team managers to ensure that they understand there role and how this aligns to the ethos and credentials of Santander

Working directly with a Financial Advisory Company in Asia to allow Ex-Patriates to utilise the offshore markets to invest their money and plan for the future.Developed Induction training, adhoc courses and oaching packages to support the development of a team of outbound advisors to discuss the benefits and credentials of the company and ensure that a high level of service was provided throughout the interactions with the client.

• Developed strong working relationships with all business areas within Glasgow, helping to support cross-departmental engagement and support. Most noticeably during the launch of the laptop proposition in Connected World. During the initial weeks of launch it was highlighted that calls were being transferred inappropriately from Mobile to Connected World. I worked closely with John Gaffney and Joyce Bell to clearly define the hand off points of each department and created a training course… Show more • Developed strong working relationships with all business areas within Glasgow, helping to support cross-departmental engagement and support. Most noticeably during the launch of the laptop proposition in Connected World. During the initial weeks of launch it was highlighted that calls were being transferred inappropriately from Mobile to Connected World. I worked closely with John Gaffney and Joyce Bell to clearly define the hand off points of each department and created a training course that the managers could deliver to their teams. The results were that after delivery 40% less calls were transferred through to the Connected World team.• Created a strong closely knit team that support and develop both their own skills and seek opportunities to pass on these skills to the wider team and across site.When starting within the team it was evident that my team felt that each of the business areas that they worked with felt alienated from each other, which in turn alienated the trainers from each other.During my time with the team I worked closely with the individuals and the team as a whole to support their working relationships and allow them to develop each other in their business areas.This has meant that the team are more flexible and are better equipped to support any requests that come in to the team. Show less