Managed the team and other teams during times of Team Leader absence.Took calls on the Customer Helpdesk, assisting with handset faults, account queries and any network related issues.Worked as part of a team to achieve customer satisfaction and company targets whilst reporting customer effecting issues to relevant departments, to ensure we continually provided excellent customer service.Resolved technical and complicated customer queries.Ensured all targets were met with… Show more Managed the team and other teams during times of Team Leader absence.Took calls on the Customer Helpdesk, assisting with handset faults, account queries and any network related issues.Worked as part of a team to achieve customer satisfaction and company targets whilst reporting customer effecting issues to relevant departments, to ensure we continually provided excellent customer service.Resolved technical and complicated customer queries.Ensured all targets were met with efficiency and ease.Responsible for motivating team members to achieve set targets. Show less

Motivated a team to achieve performance targets, identifying development needs and organized suitable methods for improvement and championed customer effecting issues, liaising with other departments.Analysed team and community performance data utilising management information systems.Managed team attendance, schedule adherence and shrinkage.Completed and produced reports using Microsoft products Excel, Word and PowerPoint for Customer Service Managers, Service Delivery Team and… Show more Motivated a team to achieve performance targets, identifying development needs and organized suitable methods for improvement and championed customer effecting issues, liaising with other departments.Analysed team and community performance data utilising management information systems.Managed team attendance, schedule adherence and shrinkage.Completed and produced reports using Microsoft products Excel, Word and PowerPoint for Customer Service Managers, Service Delivery Team and other areas of the business in an accurate and timely manner.Communicated local and national issues using various methods and took an active role promoting business values to create a positive environment.Evaluated calls and fed back to team members to continuously improve call interaction.2002 Show less

To support the identification, design and measurement of training and development solutions within Service operations, ensuring the achievement of business objectives so our people are equipped with the necessary skills and knowledge to carry out their roles to the highest standard. • Professional design of a varied range of operational training programmes including induction, business change and skills training programmes to realise anticipated business benefits.• Manage T&D… Show more To support the identification, design and measurement of training and development solutions within Service operations, ensuring the achievement of business objectives so our people are equipped with the necessary skills and knowledge to carry out their roles to the highest standard. • Professional design of a varied range of operational training programmes including induction, business change and skills training programmes to realise anticipated business benefits.• Manage T&D initiaitves from initial concept through to design, implementation and evaluation using appropriate governance and methodology to ensure these are delivered to time, cost and quality targets, taking appropriate action to mitigate risks and issues. • Working collaboratively with operational management teams, service delivery and service design teams to ensure needs are accurately identified and solutions are fit for purpose.• Measure the success of training programmes through the development of robust testing of learning, assessments and return on investment.• Deliver Train the Trainer events to T&D colleagues and operational managers.• Constantly seek ways to drive the quality of T&D design using innovative methods of design appropriate for the audience and ensuring full buy in of sponsors and stakeholders.• Work credibly with colleagues and managers across the business to contribute to the delivery of effective training and development solutions.• Act as an advocate for continuous professional development to client areas through personal role modelling. Show less

Responsible for any customer issues, queries or complains, and liaising with other departments to achieve a resolution. Supervised other members of the customer service staff, monitoring performance and ensuring adherence to company policies and procedures.Actioned or authorised all refunds or exchanges through operation of a till EPOS system.Was accountable for the security of and access to the contents of the safe, kept at the customer service desk for topping up tills where… Show more Responsible for any customer issues, queries or complains, and liaising with other departments to achieve a resolution. Supervised other members of the customer service staff, monitoring performance and ensuring adherence to company policies and procedures.Actioned or authorised all refunds or exchanges through operation of a till EPOS system.Was accountable for the security of and access to the contents of the safe, kept at the customer service desk for topping up tills where needed.Operated Kodak photo developing machine, developing customers' prints within 24 hours.Kept a detailed record of all rentals to customers of glasses, carpet cleaners and larger scale catering equipment. Show less