James Bailey Email & Phone Number

Sheffield, Gb

London, England, United Kingdom

Global

I am responsible for all of the Herd Racing League (approx 800 members) events run on Zwift - a virtual cycling application that connects cyclists all over the world using turbo trainers and the like to see a virtual representation of themselves on a device - be it a PC, Apple TV, iPad and so on.My role is to create and organise race events for my racing club to take part in, be this single events, team events and leagues. I am also responsible for running our own league - 28 series of events with points awarded to positioning based on categories (determined by average power).This role also involves recruiting for entrants and teams, as well as nurturing and encouraging our participants and celebrating their successes and offering suggestions when things don't quite go to plan.

Sheffield, England, United Kingdom

Sheffield, United Kingdom

Whitespace Technology Ltd uses emerging and breakthrough technologies to provide connectivity to those under-served by broadband, fibre or cable solutions. TV White Space, frequencies no longer used by TV channels, allows them to provide affordable access where incumbent service providers can't, or won't, go. Unlike traditional Wi-Fi our solutions don't require line-of-sight, can cope with uneven terrain and have a range of up to 10km.Joining the team shortly after inception my role has been to manage all aspects of the customer support journey in a heavily regulated industry. The includes 1st-3rd line technical support, designing wireless networks, billing and account queries as well as ensuring that the company fulfills its regulatory requirements.

Leeds

Leeds, United Kingdom

Huntswood are a specialist resourcing and consultancy firm in governance, compliance and complaints. My role for them, in a project for one of the UKs largest consumer and commercial banks has been on a large project tasked with dealing with the large influx of consumer complaints of alleged mis-sale of Packaged Current Accounts.In a heavily regulated environment (FOS/FCA), I work as part of a team in a target driven environment with the task of resolving complaints of alleged mis-sale of Packaged Bank Accounts in a timely manner to ensure that all customers who raise complaints are delivered a fair outcome to address their concerns that have been raised.This involves completing a thorough investigation document to identify whether or not the customer’s Current Account is suitable for their needs, as well as liaising with the customer and other relevant third parties to ensure that the right outcome for the customer is delivered as part of the banks vision of being the best bank for customers.Since March 2017, I have moved into a role as a Restorative Action Specialiset, whereby I analyse customer bank statements to determine if they have incurred additional fees as a result of paying for a mis-sold product. I determine any further refund that they are entitled, thus ensuring the customer receives a fair outcome and all their needs are met.

Sheffield, United Kingdom

At Tribepad my responsibility fell into two separate areas – Customer Support and Training. From a Customer Support point of view, my main responsibility was to ensure the Customer Support Team met their daily and monthly challenging KPIs, responding to our clients, ranging from small recruitment teams to those such as the BBC, G4S, Sodexo and Tesco, with their challenging demands for Product enhancements – such of which may have not been viable.I was also responsible for reporting to our Senior Management team weekly and monthly to show, not only the Support Team’s performance, but also to identify trends within contacts from our customers to enable our development team to prioritise their roadmap accordingly.I was also a key point of contact for our stakeholders – primarily our Account Managers, to assist them with development requests for their clients.From a Training point of view, I created the Tribepad YouTube page, with a considerable number of self-recorded bite sized training videos to enable our clients to learn how to perform individual functions within the Tribepad system.I was also responsible for ensuring that both our new clients were trained on the platform on their site as well as training existing clients on new pieces of functionality.

Sheffield, United Kingdom

My initial responsibility at Plusnet was to design, build, implement and manage their Complaints Team, within a heavily regulated telecommunications industry. The Team had to be compliant with (amongst others) Ofcom’s General Condition 14, which relates to Complaint Handling.Ultimately, I had a team of 10 Complaint Handlers, with whom I developed into a team who were seen as a fountain of knowledge for all areas of the Call Centre function by their peers and other managers. I was responsible for providing the senior management team with weekly and monthly reports on both the productivity of the team and identifying complaint trends in general.I was responsible for carrying out their monthly performance reviews, ensuring they were reaching and exceeding their challenging KPIs in productivity, customer satisfaction and general timekeeping and attendance. I also held weekly team meetings and coaching sessions. I also acted as a point of escalation for both complex complaints and also where a customer had requested to speak to the Complaints Manager after the advisor had been unable to resolve the complaint to the customer’s satisfaction.The Team were responsible for all complaints raised either online, or by letter. They were also responsible for acting as a Director’s Service Office – to handle any complaints emailed to the Plusnet Director’s, dealing with complaints raised to regulatory bodies such as Ofcom and ISPA as well as processing claims raised to the body of arbitration – CISAS.I was also responsible for managing all of Plusnet’s Customer Satisfaction Surveys, of which up to 10,000 would be sent to customers on a daily basis. I would provide weekly and monthly reports to the various stakeholders – Call Centre Managers and the Senior Leadership Team to identify both performance in this area as well as any driving issues which were causing peaks and troughs, which enabled me to make recommendations on improvements.

Sheffield, United Kingdom

I was brought back to Plusnet to establish their Graduation Bay – A place for new Call Centre recruits to spend 2-4 weeks after their initial training periods were completed.This would involve acting as a point of contact for the new members of staff, for both support and advice. I would act as their line manager, reviewing calls and online support queries that they had answered. I would also hold weekly team meetings to ensure that morale was strong and that they were settling in well. Additionally, I would provide a report to all of their new team leaders to give them insight in to the performance of their new team members.

Sheffield, United Kingdom

I was brought into WANdisco to establish the online community for their Subversion (Version Control) product line. This involved building their Community Site, which included forums, file downloads, blogs and other site news. I also established their Twitter, LinkedIn and Facebook pages and used my time to promote the brand through various social media avenues.

Milton Keynes, United Kingdom

Welwyn Garden City, Uk

A-Level, Geography, Mathematics, French

Education record