• Chairing all meetings and providing leadership to the Network and its members• Creating strategies to consistently increase awareness and impact within the organisation• Working alongside the ED&I team to implement and deliver Network strategies• Organising and managing all Network events• Giving direction in relation to policy updates and changes to Chief Executives, Senior Management, and other leaders• Delegating duties and responsibilities within the Network• Managing any conflicts relating to the Race Equality Code• Acting as an Ambassador for the Network and organisation• Continuing learning and development via Race Equality Code, The McGregor-Smith Review, The Parker Review and Society and Culture – GOV.UK

• Building, leading and managing a diverse and high performing team of engaged and capable individuals to exceed agreed performance standards set by the organisation• Managing the team’s workload; monitoring and controlling, ensuring quality is maintained and achieving service levels, output, and other performance targets• Acting as a source of information and guidance for team members, encouraging them to seek further information or guidance as appropriate• Creating Reasonable Adjustments to support team members• Monitoring and analysing operational performance information, planning, and implementing changes to improve performance• Working with the Operations Management Team to identify and manage changing priorities and trends• Ensuring good relationships across the operational areas, working with colleagues to drive improved quality and customer experience• Identifying and addressing any performance, behavioural or conduct issues within their respective teams alongside the Operations Management Team and HR• Completing the following Autism Awareness Training, Workplace Neurodiversity and Dyslexia Training

Model

• Created detailed delivery plans and advised, coached, and supported other customer experience & continuous improvement partners to deliver• Collaborated across the wider customer function to ensure consistency, relevance, and the sharing of best practice across the organisation• Worked cross functionally ensuring all activity supports the company vision and is contributing towards business goals and strategy• Demonstrated continuous improvement methodologies and principles to support the analysis, design and delivery of operational simplicity activities across the organisation• Influenced and constructively challenged functional leadership teams when required to expedite implementation of process improvement changes• Co-designed a long-term continuous improvement programme to identify and implement best practice and drive standardisation and consistency• Worked with business functions to provide visibility of, guide and support the prioritisation and delivery of process improvement projects• Facilitated continuous improvement workshops to understand the current state and develop improvement opportunities with functional leaders• Developed and drove KPIs and performance metrics to demonstrate effectiveness and success of processes, and present opportunities for optimisation to stakeholders• Drove cultural change

• Develop and implement a framework for customer interactions across the organisation (e.g. core principles and guidelines for service language and tone and “Back to Basics” calls email standards);• Be the voice of the customer - being proactive to their needs, by using the Confirmit feedback to identify potential solutions and monitor their success through NPS, CES and CSAT scores;• Training and oversight of departments to ensure effective implementation of Customer feedback tools (including telephone survey);• Monitoring customer feedback (Confirmit platform skills & capability) across multiple departments (including CSC, SCS, Quotes, Sourcing and Sales), identifying development areas and appropriate solutions; • Understanding and managing the detailed delivery plan and providing support to Team Leaders in order to deliver the plan.• Effectively influencing stakeholder management (at all levels), with development and delivery of accurate messaging, in order to deliver solutions, hence improving customer experience;• Driving cultural change.

• Monitoring resource levels and keeping the Customer Service Manager up to date;• Completing regular coaching sessions with advisors to ensure continuous learning and development to be equipped to go on successfully into further roles within the company. • Sharing good practice with other department Team Leaders, such as creating a team stat report from the EGain platform on calls taken, not ready time and AHT;• Driving and measuring performance by setting targets and KPIs for individuals and the team;• Leading the creation of the CSC Grad Bay for new starters integrating from induction training to their teams;• Implementing the company strategy plan by conducting regular one2ones, team huddles and briefs with advisors;• Ensuring record keeping is conducted and completed to a high standard, with sensitive information stored correctly in line with GDPR regulations;• Completion of Yearly and Mid-Yearly performance reviews for advisors to directly report back to line mangers;• Liaising with Regional Sales Managers, Regional Operational Mangers, Divisional Sale Managers, Account Managers.

• Supporting customers as an ambassador of the company on each interaction, putting the customer front and centre in everything that we do;• Effectively distributing accurate information to branches across the UK, through using the Merlin and Coupa platform;• Resolving customer issues promptly and accurately, to promote customer loyalty with the company;• Liaising with external suppliers, sourcing products and availability to create accurate quotations reports for the customer;• Facilitating customer purchase orders into orders and deliveries;• Working as part of a team to ensure an effortless customer experience is established;• Building a strong rapport with the customer Site Managers and Account Managers.

• Supporting the British Army whenever they go into combat as well as providing support in natural disaster areas.• Give emergency treatment, evacuate casualties and deal with the day-to-day medical needs of soldiers in conflict and peacetime.• Working under the expert guidance of doctors in medical centres, or in the challenging conditions of a front-line base.• Showing volume of leadership and Communication skills.• Making significant and fast decisions in hostile situations• Peacekeeping through hostile situations.

• Responding to customer leads and converting them into enrolment;• Analysing customer data in order to provide appropriate course recommendations to customers;• Performing credit checks and providing support to other departments on credit agreements;• Maintaining awareness of relevant industries and aligned courses (e.g. AAT, ACCA, CIPD HR and L&D courses);• Exceeding KPIs (incl Revenue, Conversation, and Customer Satisfaction);• Taking responsibility for management of assigned accounts (e.g. organising and prioritising leads);• Effective communication with students via a variety of channels, incl phone, email and webchat;• Responding and answering Student questions unsupervised (during out of office hours).

• Supporting existing customers with their requests, incl disconnection, upgrade and billing enquiries;• Proficient use of Company systems, including Accord and Siebel; • Contributing to the financial performance of the company, and supporting customers by offering appropriate product solutions (e.g. by offering Home Broad Band, Mobile insurance and Add-ons);• Monitoring management information (e.g. feedback and monitoring, Customer Satisfaction, Ease and Net Promoter Score) in order to understand customer needs;• Exceeding multi KPIs, (incl CSATs, AHT, Call quality, Conversion and Income Revenue);• Maintaining excellent customer service, by adopting a confident, courteous and professional attitude;• Communicating with customers via Live Chat and phone. Supporting multiple customers at one time.

• Building a successful Retention Department, by developing retention processes in line with regulation• Monitoring customer and team data in order to drive department performance• Building rapport with gas and electric clients to enhance and retain relationships;• Effective management of escalations, ensuring the customers’ expectations are met and any relevant feedback is provided to more junior colleagues;• Demonstrating continuous improvement by creating innovative solutions and supporting implementation, thereby improving departmental performance.• Monitoring management information in order to ensure effective allocation of workloads and maximising customer contact;• Maintaining high-level customer experience, based on analysis of customer feedback;• Provide robust training and development to new team members;• Development of systems and processes in order to maximise customer retention objectives;• Performing data analysis in order to effectively benchmark prices with competitors;• Development and delivery of team huddles, to offer direction and drive performance to colleagues

• Convert sales enquiries from new and existing clients into course bookings;• Building rapport with clients to enhance and retain relationships; • Ensuring that clients remain up to date with new products and services;• Effective communication with internal departments (e.g. Sales and Marketing) and the client; • Exceeding periodic sales goals and targets; • Accurate and complete maintenance of the company’s contact database.

• Management and distribution of workloads across the team to ensure effective management of complaints;• Effective processing of customer complaints, including identification of root-cause and appropriate closure, resulting in a fair outcome;• Application of Treating Customer Fairly FCA Principles and aligned internal methodology;• Effective maintenance of customer data within the complaints system;• Providing service, process and product improvement recommendations to senior management in order to improve the customer experience;• Identify any emerging trends and escalate appropriately.

• Management of customer accounts, providing front-line technical support, often in response to large-scale issues and/or projects (e.g. office moves);• Liaising with IT & Telecoms departments, fixed line and external providers, which include third party companies and Nation and international clients, using a variety communications method;• Distribution of accurate information to engineers across the UK and Europe, to resolve IT problems, and if necessary, escalate to a duty manager;• Completing all service requests within SLA whilst providing a high level of customer service;• Providing quotations, updating internal data bases and monitoring daily reports;• Monitoring of management information (NOC Board) to identify loss-of-service and responding accordingly;• Working unsupervised on occasion and making confident decisions unaided; • Using Cisco and SAP Platform for logistics (for client parts ordering). Monitoring all stages of the order, incl: preparation, routing, picking, shipping, fitting and invoicing, ensuring adherence to SLA;• Using Microsoft Outlook and Excel proficiently.

• Effective negotiation with customers wishing to leave the company, resulting in retention of the relationship;• Application of Treating Customer Fairly FCA Principles and aligned internal methodology; • Exceeding targets and KPIs that are set; • Supporting and motivating the team in order to achieve the end goal and deliver high quality

• Effective processing of customer complaints, including identification of root-cause and appropriate closure resulting in a fair outcome;• Application of Treating Customer Fairly FCA Principles and aligned internal methodology;• Expressing empathy and building a rapport with customers in order to investigate all aspects of the complaint;• Effective communication with customers by letter and telephone;• Implementing company Customer Service standards, new practices and processes in complaint handling;• Achieving the company Director’s Award for my work and contribution.