Managing the out of hours calls to assist customers with sourcing replacement tyres as needed. I'm responsible for ensuring clean information is entered into our in house CRM, provide updates on ETA's, allocate jobs to our partnership tyre fitters and ensure we meet our agreed service levels. Another key element of my role is to process worksheets from our partnership fitters to ensure accurate invoicing and fast payment of work completed. I am responsible for maintaining my workload and working independently to ensure a smooth handover occurs between shifts.

Trained new associates on cash register operations, advising onappropriate handling of customer sales, refunds and cashing up.Guaranteed positive customer experiences by efficiently resolvingcustomer concerns and complaints.Resolved customer issues using strong interpersonal skills and conflictresolution techniques.Provided warm, positive customer care from arrival to departure,encouraging return visits and repeat spending.Maintained spotlessly clean sales floors, organising merchandise forvisually appealing displays.Delivered exceptional level of service to each customer by listening toconcerns and answering questions.

My role was to work with new and existing clients in the development and programming of insurance products. When working with new clients, I assisted with developing new insurances schemes for any type of insurance provider, also providing the option for them to update and maintain their own schemes. To do this, I ensured each scheme has documentation confirming what aspects of the development are complete, alongside providing training manuals, troubleshooting documentation and process flows to aid them with being self-sufficient, where opted for by the client. I also supplied best coding practice guides and training on basic C# programming where required.In the instances where the client was not self-sufficient, I carried out debugging and maintenance functions for existing clients, by troubleshooting issues raised by clients through a ticket system (Jira) and investigating bugs. Resolving these issues involved liaising with multiple parties via email, phone calls and Microsoft Teams calls, while ensuring clarity on progress for the client. I also programmed any required underwriting updates, clients that are not self-sufficient.Another aspect of the role was to produce merge field documents, that pull information from sequel databases, using an external insurer portal for the clients, brokers and intermediaries to use, when issuing a new insurance policy.

My role was to configure OneHub to match agreed client requirements, this involves utilising the technology to create a variety of aspects, such as an array of complex bespoke benefits or information pages. I was responsible for the configuration of these sites based on the client design documents, client data and company best practice. One aspect of the role that I enjoyed was managing my workload on a project basis. I often had multiple projects running simultaneously, with different specifications and requirements and this results in a variety of deadlines to meet. I ensured the progress of client’s builds was carried out at a sustainable and suitable pace to meet the essential deadlines set by the clients. An essential element of the role was to keep communication flowing as the work I carry out is only one part in the journey to the clients site going live. I liaised with project managers and consultants to ensure that the product meets the specification set by the client, which is often done using Microsoft Teams or meetings to ensure any issues arising from the build are resolved without impacting the build. All the work carried out was required to go through peer review and testing which is carried out by a colleague throughout the build and as a part of my role, I am also involved with reviewing the work carried out by my colleagues, to ensure it meets the specifications. Part of the testing of the site is to ensure clear feedback is given and any evidence supporting the feedback is saved and shared accordingly as this forms the basis of the testing to be carried out by the clients, once we’d completed the build. As part of the client testing, I’m was involved in resolving any issues that arose from the test reports carried out by the clients and to ensure that this is documented and fed back to those working on the project and to the client, to ensure all parties are aware of potential issues before the client goes live with their portal.

I work within a small team to ensure that the electrical repairs requested by Portsmouth City Council are attended by the correctly skilled operative at a time that is convenient for the resident. My priority in my day to day tasks is to ensure the electricians have clean information about the jobs they are attending to ensure we accurately track the length of time a repair takes and therefore the impact each job has on the outstanding repairs. Another aspect of my role is to help maintain the electricians van stock by ensuring their stock is replenished as needed and to troubleshoot any delivery issues that arise. I liaise with suppliers, sub-contractors and surveyors by phone and email to ensure our operatives have the right tools and materials. I am also responsible for the administration of the Part P certificates and use NICEIC’s online service daily to ensure accurate records are kept on behalf of Portsmouth City Council and Comserv.

My role as a Digital Customer Adviser requires the use of various platforms to ensure the customer experience is both positive and handled efficiently. My main focus at present is the web chat facility which enables our residents to contact Radian with any queries regarding a multitude of issues from discussing their rent accounts, to repairs, planned renovations and the many other supported services offered by the housing association. This requires a working knowledge of both the in-house systems, as well as a good understanding of the policies and procedures to allow the effective handling of multiple customer contacts.Another key element of my role is to respond to, sort and prioritise emails received into the organisations main inbox to the appropriate area of the business for an appropriate response and amicable resolution for the customer. One of the ways we ensure we are able to have clear conversations with our residents is to ensure that we try to call them to resolve their queries with a one touch solution wherever possible, this means the role can be pretty varied, as I make sure to accommodate for the customer’s needs. As a business, Radian receives upwards of 150 email contacts daily as well as inbound customer enquiries from Facebook, Twitter, Web chat and text messaging throughout each day, so a working knowledge of the departments, their responsibilities and response times is essential when helping the customer towards achieving their resolution.

My role was to discuss the financial products provided by Old Mutual Wealth with Clients, Financial Advisers and authorised third parties; to explain and answer queries regarding a client’s investment bonds, life assurance and pension policies, in the appropriate manner to ensure that all the requested information is received in a clear efficient and informative approach. During my role I was able to not only communicate through inbound calls but outbound and written correspondence to ensure that as a first point of contact for a client we resolve their query using our company ethos – EVP – Easy, Valued and Peace of Mind. This is to ensure the clients experience of us as a company is easy, adds value to what they are doing and that they have peace of mind about their investment. Another element of my role is to assist advisers and clients with our online services; we had a large website full of useful information that can be daunting to navigate as well as having online account services to edit policies. I provide technical assistance here by resolving any website or policy errors are discussed with the caller and a solution is agreed upon, sometimes this will mean liaising with other departments to ensure the solution is delivered as efficiently as possible. With the changing pension legislation I was able to use my skills to train other members of staff with the new legislation.

My role was to recover the outlay for the outlay of non-fault accidents on behalf of the innocent party. The outlay is for the cost of credit hire, repairs and associated costs of the claim. In order to be successful in this role I used my various experience of the insurance industry alongside my new knowledge of the ABI GTA.

My role involved answering customer queries via telephone and email to resolve any technical issues they were facing with their Automotive Devices. This involves using multiple data sources to find the appropriate information to assist the customer as well as using in house programs to record customer queries, report technical issues, escalate customer complaints and manage customer’s downloaded extras such as additional mapping. One element of my role was to assist in the training of new staff by working with them in their first weeks of being in the business. The new starters would listen into the calls that I would take to gain a better understanding of how to support the customers.