Jack Evans Email & Phone Number

London, Gb

London, England, United Kingdom

Newport, United Kingdom

Managing claims for disability benefits by applying complex rules and legislation to determine entitlement and process payments, while consistently seeking opportunities to improve customer service and processes.• Conducting Mandatory Reconsiderations• Communicating and engaging with our customers in a succinct and understandable way, through a variety of communication methods including digital and telephony, to offer support, gather information and clearly explain decisions•… Show more Managing claims for disability benefits by applying complex rules and legislation to determine entitlement and process payments, while consistently seeking opportunities to improve customer service and processes.• Conducting Mandatory Reconsiderations• Communicating and engaging with our customers in a succinct and understandable way, through a variety of communication methods including digital and telephony, to offer support, gather information and clearly explain decisions• Providing the focal point for people making complex telephone enquiries to DWP. Employing effective questioning, listening and communication skills to resolve difficult/sensitive issues and ensure our services are delivered effectively to meet customer requirements• Liaising with internal and external stakeholders across DWP and our partners to obtain and share information• Identifying and supporting vulnerable customers.• Ensuring that all actions are completed in a timely manner and that proactive action is taken to clear priority activities• Successfully navigating and interrogating a range of computer systems to obtain relevant information. Show less

Cardiff, Wales, United Kingdom

Supporting and engaging our 2,000+ Customer Service Managers (CSMs) with knowledge and advice on how to serve the 4 million customers that contact us every year, brilliantly. Highlighting breakages and areas for improvement and fixing the issues at the root. • Communicating daily business updates to all 2k CEC colleagues on process changes and focuses. Delivering key messages on process and policy to our colleagues via Teleconference and team briefings• Hosting colleague focus… Show more Supporting and engaging our 2,000+ Customer Service Managers (CSMs) with knowledge and advice on how to serve the 4 million customers that contact us every year, brilliantly. Highlighting breakages and areas for improvement and fixing the issues at the root. • Communicating daily business updates to all 2k CEC colleagues on process changes and focuses. Delivering key messages on process and policy to our colleagues via Teleconference and team briefings• Hosting colleague focus sessions in order to identify areas for improvement and then raising awareness to Business Leaders by creating and delivering plans to improve• Responding to escalated and complex customer queries in order to retain customer loyalty and avoid repeat contact in to our Engagement Centre• Team Leading various Administrative teams throughout our peak periods ensuring they meet all of their targets and customer experience measures• Offering side-by-side coaching and support to colleagues; recognising knowledge gaps and breakages in process and policy, and then addressing them as appropriate. Providing insight and reporting to Senior CEC Leadership based on findings• Supporting various outsourcing projects whereby we move customer contact to various Call Centre’s during peak periods; by providing on-site support at the TPUK Glasgow Call Centre’s and conducting quality assurance and efficiency reviews• Supporting various transitions of workloads; such as the movement of our Support Operations from Bangalore to Cardiff, and our Irish customer contact from Cardiff to the Republic of Ireland.• Responding to business critical issues; such as system outages and website issues, ensuring all colleagues within the CECs have clear instructions and workarounds to minimize the customer impact. Show less

Offering World-Class Customer Service to inbound customer contact in relation to Clubcard and Store Enquiries• Being the “Step Up” Team Leader to cover annual leave, maternity and absence cover; ensuring my team is effectively coached, supported and empowered to hit their targets and customer experience measures.• Responsible for handling customer queries offering solutions to any problems. Providing outstanding customer service and a first time resolution for… Show more Offering World-Class Customer Service to inbound customer contact in relation to Clubcard and Store Enquiries• Being the “Step Up” Team Leader to cover annual leave, maternity and absence cover; ensuring my team is effectively coached, supported and empowered to hit their targets and customer experience measures.• Responsible for handling customer queries offering solutions to any problems. Providing outstanding customer service and a first time resolution for customers.• Providing outstanding customer service with first time resolutions for customers through a variety of different mediums; such as inbound calls, emails and letters.• Engaging colleagues through Floor-walking support by assisting my colleagues with their queries and taking over their escalated calls.• Responsible for handling customer queries offering solutions to any problems. Providing outstanding customer service and a first time resolution for customers.• Creating “hints and tips” documents and coaching documents for all colleagues in the CEC; to help improve KPIs and efficiencies.• Supporting and coaching colleagues new to the business in our Academy; by identifying and addressing knowledge gaps by monitoring and assisting them when required. Show less

Education record

NVQ Business Adminstration (Level 2) NVQ Customer Service (Level 3) NVQ Customer Service (Level 2) NVQ Food & Drink (Level 1) Level 1.

Education record

GCSE I.C.T GRADE B 2008 GCSE WELSH GRADE A* 2008 GCSE FOOD TECHNOLOGY GRADE D 2008 GCSE ENGLIGH LITERATURE GRADE D 2008 GCSE R.E. GRADE C.