My three key responsibilities: Customer service management, people management and IT focused work. I have recruited nearly all of my current team in the last 18 months and have worked with two advisers going on maternity leave on three separate occasions. I am also the primary liaison with the IT team for nearly 30 advisers in our area, as well as other colleagues in the wider department.• Creating efficient data collection, process maps and local working instructions using a CRM system and various Microsoft Office products• Detailed troubleshooting and problem solving in our CRM, Mitel phones and linking oak system• Creating Mitel reports for agent and telephone line statistics• Completing regular and ad-hoc call evaluations to monitor progress and identify problems.• Managing recruitment, shift rotas, annual leave and sickness to achieve and maintain excellent KPI results• Excellent experience in managing maternity leave, flexible working requests, probationary periods and performance improvement.

This was a new position that was created to support the Customer Service Manager and I was promoted to it after only 18 months as a Customer Service Adviser. After just three months as a senior adviser I was offered the opportunity to train as the Customer Service Manager, taking over this role six months later. The majority of this role was spent working alongside the existing manager to learn from them and help put the team in a stable position before taking over.

I was part of a team acting as the first point of contact for all members of the National Farmers Union for England and Wales. In this role I was responsible for receiving incoming calls from NFU members, prospective members and taking non-member enquiries, as well as completing outbound calls and surveys and managing shared email inboxes. Very early on in this role I was given additional responsibilities such as assisting the manager with training new members of the team and becoming a primary point of contact for the team for the NFU Employment Service membership, a key component of our commercial sales.

After relocating to the Warwickshire area I started as a temporary administrator working for Clayton Climate Control, and I was responsible for managing a UK-wide fleet of mobile engineers working on repair jobs for coach and bus air conditioning units. My responsibilities also included remotely monitoring stock lists in the engineers’ vehicles, coordinating the sourcing and delivery of supplies as required, managing the collation of supplies data for the entire company and developing a new strategy for how this data was to be recorded and utilised to increase efficiencies and reduce costs. While this was a temporary role I was offered a permanent position but declined to accept a job offer from the NFU who I had previously temped for.

I was a part time sales assistant at Provender Brown from November 2008-March 2009 and again in December 2009. Provender Brown is an independently owned fine food delicatessen, specialising in meats, cheeses,olives, jams, smoked salmon from both Scotland to the wider continental Europe. This role taught me many new skills around food handling and preparation, while also allowing me to develop my customer service skills further in a new and challenging environment. I also took on the task of creating bespoke Christmas hampers made to order for our customers.

In this role I was an administrative assistant in the Fairness, Race, Awareness and Equality (FRAE) Fife department of Fife Council. I was supporting the busy team in their day to day operations and event planning, and my specific responsibilities included collating and processing data for conference attendees, undertaking general office duties and assisting the team in preparation for hosting conferences.

For two years I worked within the Edinburgh Military Tattoo team on the front line of the customer service team selling show tickets, proof reading promotional material, administering ticket sales, as well as working in the Tattoo shop. I worked closely with tour operators and coach companies and over the period I worked in the team I built up good relationship with these companies to help support the Tattoo over the coming years. I also worked at the event and had to use my initiative responding to issue on the night.