My role as a Customer Service Coach at Coventry City Council has 4 strands coaching, recruitment, training, and inductions. Coaching advisors within the Customer Service (CS)Team ensure the information they give customers is accurate and delivered correctly. Recruitment, creating, and conducting recruitment roleplays for various CS roles. Training, designing, and delivering customer service & and skill-based training for different sectors (waste service, registrar's, etc.) Making sure advisors have the knowledge to do their job properly. Inductions for new starters within CS, ensuring anyone starting with us has a friendly welcome, the correct training, and a supportive induction to their role.

I started working for welcome break at the age of 17 as a part-time sales assistant in Starbucks. After finishing sixth form I was made up to a team leader then to assistant manager. I was then given the opportunity to become the Unit Business manager of Papa Johns and Subway.In December 2014 I went on a Subway Training course and a management course.I opened both new units in May, planning was key to the openings going successfully, recruiting to a great standard and having a good management structure under me. Building a good training plan and a strong communication base so everything was ready. Both units went from strength to strength. Getting into the detail of both business was key to achieving these great results from sales to audits. Understanding and analysing financial reviews investigating what had affected the business, what we could improve on and what areas we can keep up to a high standard. I was competent in all the business aspects from the of use Drive (recruitment resource), Xmpro (invoice payment system), Stock, Balance Score Card KPI reports and period reviews all of the above I did on a regular basis. I quickly developed and expanded my skills of leadership and motivation to drive my team using team briefs, incentives and communication through different methods such as team meetings, checklists and the use of notice boards. I believe communication has a massive impact on the team and therefore the business and I know it’s something that everyone in a team desires and appreciates. I have a NVQ in customer service and I became a team trainer very early on as I had a very good understanding of customers needs and expectations even as my career progressed and I was less involved with the customers it was the forefront of my businesses I wanted all my customers to be given the best service possible so they left happy and wanted to return. I am very passionate about my customers and my team I found if they were happy the customers were happy.