I have recently moved into this permanent role of customer service team leader managing the newly combined customer service team over 2 office locations in Leeds and York.

In this new role for the business, I was responsible for managing and improving the performance of the complaint’s procedure using Dynamics 365, ensuring stage 1, 2 investigations and MP enquiries all have their written responses within agreed target dates, collecting and providing of information for the housing ombudsman investigations. I worked closely with the Customer Experience Manager to create a group of engaged customers who want to be involved and support the work of our Customer Experience Committee. I also worked closely with all other areas of the business embedding customer experience into the new structure.

Working in this interim role I was fully responsible for managing all aspects of the day to day running customer service team at LYHA / 54NH. During my time I needed to implant changes very early on to quickly improve call handling performance KPI's and change the culture within the team to be more customer focused so more customer queries were dealt with at first point of contact. I was responsible for managing the company’s complaints procedure, making sure all complaints were acknowledged, fully investigated, responded to within agreed target dates and looking at what lessons could be learnt from each complaint. I was involved in project work to improve our telephony systems and introducing a new web chat platform giving our customers more ways to contact the customer service team. My role included office management, I held the budgets for catering, cleaning and stationery making sure all supplies were all kept fully stocked up. My temporary contract came to an end when the Leeds & York customer service teams combined following the merger of LYHA and YHA

Due to the uncertainty surrounding the Coronavirus pandemic I took the decision to work through this period as self employed carrying out decorating and other home improvement works for local customers.

After being made redundant by DHL I took the decision to take a short career break to travel and visit different places around the country and spend some time helping my father with a recent property renovation.

I worked for DHL Parcel UK (Formally UK Mail) for 9 years. I started as an advisor and was promoted to the role of Customer Service Team Leader in 2011. I managed a team of Customer Service Advisors and a Senior Advisor within the Leeds Customer Service Centre. My role was to provide full support to my team while making sure each advisor was meeting the company’s high standards of customer service and helping the centre achieve the company’s KPI’s and customer SLA’s.

I worked within a large contact centre / helpdesk as a Senior Operator taking incoming calls from clients with property maintenance issues, logging issues onto the system for contractors to attend and carry out repairs with SLA for Barclays and HBOS. During this time I assisted with training new advisors and stepped up to cover Team Leader absence.

I worked as a Sub contractor to PB Home Improvements carrying out work such as domestic decorating, fitting UPVC windows and doors, fitting kitchens and bathrooms in customer’s homes all to a high standard.

I worked within a large call centre environment as part of the sales & customer services team taking inbound calls from customers requesting insurance quotes and dealing with queries in regarding their policies. I had monthly SLA and KPI targets to achieve bonus.