David Crangle Email & Phone Number

United Kingdom

Middlesbrough, England, United Kingdom

My current role involves gathering and collating information relevant to current labour market needs to meet the requirements of customers seeking sustainable employment. Establish and encourage great achievement for those seeking employment through effective listening, communication and analytical methods.Eliminate barriers and enable those on job seekers allowance to achieve their full potential via programmes, such as; Self employment, self esteem building and self development.Be understanding and supportive to a range of diverse customer needs and requirements. Target orientated within an ever changing labour market.North East Contract Package Area (CPA) system and process delivererThis involved managing the delivery of a new customer management system to 7 sites across the CPA delivering sessions on best practice and process to assist with the use of the system.

Working Closely with Job Centre Plus to assess clients currently made redundant and assess transferable skills.Identify any training required to assist individual get back into work, write training for business and deliver training to potential staff to assist in recruitment.Meet with the client when required to share and update knowledge and systems on new products, procedures and services to support and improve the efficient running of the client contract.

Inputs into the design, development and updating of operational training materials and programmes. Conducting training programmes – induction, basic customer service skills behaviour, telephony skills, objection handling, client processes, products and procedures. Providing feedback internal departments regarding inductees/equipment.Meet with the client when required to share and update knowledge and systems on new products, procedures and services to support and improve the efficient running of the client contract.Act as a coach and mentor, supporting colleagues, through coaching, to resolve customer queries, complaints and customer objections in a professional manner.Liason with Call Centre Managers and Learning & Development to ensure appropriate solutions are sourced to address gaps in knowledge. Responsible for supporting the Academy CSR’s to achieve the company and client objectives through the delivery of a quality service.Ensure that the compulsory legislative requirements and company standards are adhered at all times. Maintaining records for Academy CSR’s all quality records for the department and ensures that they are accurate and visible. Take accountability for the performance of a team of CSR’s via the use of the Performance Management process.Assess advisor performance through observation and listening to a range of scenarios. Provide coaching sessions and feedback to address/develop skills.Ensure that the team meets the agreed client and the company objectives through regular monitoring. Conduct regular update briefings with the team to focus activity and targets. Ensure that call quality, client requirements and key result areas are fully understood.