My role involved monitoring and assessing our agents in over ten different departments and providing them with consistent, detailed and constructive feedback on how they can better assist our customer base. I provided written feedback for both voice and non-voice communications including phone, text and email while also hosting weekly workshops and presentations to promote growth and assist in providing our agents with the necessary skills to handle all our customers queries.

I spent 15 months as a Customer Account Agent and Digital Collections Specialist at Vanquis Bank working tirelessly to assist our customers with their issues and queries surrounding their credit card account both over the phone and through SMS and Email. Ensuring I reached the best outcome for our customer at the first time of asking was the number one priority.

Ensuring our customer leaves with a smile on their face was our mission statement but focusing on the personal needs of my team and ensuring they felt valued, respected and listened to was a key component of maintaining high levels of motivation and work ethic. My main tasks included handling rota and shift pattern creation for our team, planning with upper management on long term goals for our store and keeping track of large deliveries both incoming and outgoing. This alongside the day-to-day tasks of running a clean and efficient shop floor to enhance our customers experience.