Gareth Thompson Email & Phone Number

Cardiff, United Kingdom

Cardiff, United Kingdom

As a Team Leader in an award winning company, I am responsible for managing a team of upto 12 Sales and Service Associates. This means ensuring that our high standards of customer service are being met, along with driving and delivering business targets and KPIs. It is vital that you share our passion for development as you will need to coach, motivate, and performance manage your staff in-line with our core business values. Manage performance appropriately and professionally in line with company values, expected behaviours and HR policies to drive desire and motivation to improve.Ensure the team all have personal action plans, documented monthly 121's tracking overview of individual's performance and areas of focus and priority to drive personal ownership and accountability.Drive performance within your team to exceed business and customer service targets.Coach, train and develop team to ensure proficiency in their compliance, customer service and ability to meet sales targets and KPIs.Monitor and manage compliance/quality to best meet regulatory requirements.Forecast and plan workflow and team resources in collaboration with business demand.Maintain technical and soft skills to support the team, as you will serve as a point of escalation.Update and maintain reports and databases to monitor compliance and quality.Continually strive to develop team and look where process improvements can be made.Deliver short term/single projects and/or activities as and when required.

Cardiff, United Kingdom

As a Senior Sales & Service associate my role is to support the management team in the day to day running of a challenging Sales and Service department. This involves providing coaching and training, delivering feedback & driving performance.Receive inbound sales & service calls and maximise new business opportunities to assist in sustainable profitability while maintaining high levels of retention.Develop and maintain strong product knowledge.Identify and maximise cross-selling and up-selling opportunities.Maintain excellent levels of customer service.Investigation of complaints from other areas of the business and liaising with them to resolve the issue within the company timescales.Deliver coaching ,feedback and training support to associates in order to improve performance and insure regulatory requirements are met and risk is minimised for the business.Completion of process audits i.e. Short calls, printed documents.To engage and motivate associates to drive performance.

Cardiff, United Kingdom

Receive inbound sales & service calls and maximise new business opportunities to assist in sustainable profitability while maintaining high levels of retentionDevelop and maintain strong product knowledgeIdentify and maximise cross-selling and up-selling opportunitiesMaintain excellent levels of customer service