James Leadbeatter Email & Phone Number

Manchester, Gb

Manchester, Gb

Stockport, England, United Kingdom

Accountable for the Performance, Development, and smooth operation of the Customer Service Division and inbound sales for multiple sister companies associated to Practical Publishing Int, such as; Craftstash.co.uk/Craftstash.us/Moremags.co.uk/Craftworld.com/Papercraft Society/Crochet Society/SimpleSew

Manchester Area, United Kingdom

Responsible for the coaching, training, support and development of a large team of Customer support agents who provide critical support and key information across multiple channels.

Manchester, United Kingdom

• Driving Continuous development of up to 20 diverse executives via 121’s, Performance reviews, Team meetings and Workshop training sessions. • Taking full ownership of a team delivering high volume Workload. • Standardised quality checking against Multiple KPI's. • Cascading Key business changes and implementing new processes to Department level. • Conducting absence meetings, outcome meetings, Investigations and welfare calls. • Collaborating and Supporting other peers in exceeding expectations in group projects or Departmental targets.• Supporting other business areas in projects, Knowledge gaps or general support when required.• Inspiring and motivating others into developing key skills, to over-achieve against personal and business objectives using clear action plans and a tailored, supportive approach.• Driving Team engagement and morale by friendly competitions, Buffet food days and Quizzes.• Organising external Team building activities monthly to drive Team Engagement.• Decisive planning and implementing of daily team schedules based on live market volumes.• Ensuring team is fully compliant with GDPR Law.• Delivering strategies and building relationships with Internal/External stakeholders via Direct or indirect communication.• Implemented management framework to balance Coaching, Support, Engagement and Performance.• Taking customer or supplier escalation calls and successfully resolving key issues professionally.• ongoing quality checking on all communication channels against key business objectives and company values• Competent in adhering and exceeding targets using detailed action plans and support tools• Standardising coaching documents and using multiple channels to deliver clear and concise communication to enable transparent accountability.

Manchester, England, United Kingdom

• Delivering Front of house Floor support by delivering key product knowledge for over 150 employees and handling direct customer escalation cases.• Involved in multiple testing pilots for MITEL V9 – Live Chat function for the business.• Implemented vital cost-saving changes with CTO (Telecoms) to dramatically reduce Global Business overheads.• Structured coaching sessions on up to 15 KPI areas for over 60 Support advisors and Managers.• Resolving and Raising Business Critical technical issues.• Create/develop new tools and processes to assist in providing customers with a frictionless experience such as Adherence Calculator, Car size Guide and Created the Market Specific Analysis Project• Arrange 121 sessions for feedback on Compliance and GDPR issues. • Educate others by leading by example and showing how things are done as well as written and verbal support• Use effective training methods around GROWTH and SMART goals.• Create Personal development plans with advisors to help achieve and set long terms goals.• Call listening and email proof reading to ensure full customer service satisfaction.

Manchester, England, United Kingdom

• Co-developed new projects around customer journey and process improvement – reducing unnecessary contact and improving customer satisfaction scoring for Chinese and Japanese markets.• Mentoring, Developing and Coaching Advisors by implementing a Personal Management Framework with the aim of delivering Individual support and setting SMART targets.• Delivering strategies and building relationships with Internal/External stakeholders via Direct or indirect communication.• Planning team rotation and daily duties. Regular data analysis for urgent schedule amendments• Cascading Key business changes and Conducting absence meetings, outcome meetings, Investigations, and welfare calls• Feedback recognition regularly provided to the team and delivering a positive message for hard work.• Reviewed customer Comments and ratings and delivered feedback • Regular team nights, Bring-a-dish-to-work day, Charity collections and rewards/prizes.• Meetings with partner/affiliate CEO's and Directors of our suppliers and affiliates to develop our relationships.• Hosted regular feedback meetings with team to record any areas of improvement ideas to investigate and explore, feedback to product teams and Test Engineers• Implemented manager framework to balance training, support, engagement and performance.

Manchester, England, United Kingdom

• Delivering Front of house Floor support by delivering key product knowledge for over 150 employees and handling direct customer escalation cases.• Involved in multiple testing pilots for MITEL V9 – Live Chat function for the business.• Implemented vital cost-saving changes with CTO (Telecoms) to dramatically reduce Global Business overheads.• Structured coaching sessions on up to 15 KPI areas for over 60 Support advisors and Managers.• Resolving and Raising Business Critical technical issues.• Create/develop new tools and processes to assist in providing customers with a frictionless experience such as Adherence Calculator, Car size Guide and Created the Market Specific Analysis Project• Arrange 121 sessions for feedback on Compliance and GDPR issues.• Educate others by leading by example and showing how things are done as well as written and verbal support• Use effective training methods around GROWTH and SMART goals.• Create Personal development plans with advisors to help achieve and set long terms goals.• Call listening and email proof reading to ensure full customer service satisfaction.

Manchester, England, United Kingdom

● Listening to customer needs and delivering a recommended product and completing the booking process.● Monitoring calls of high performers to study and implement new ways or self-improvement on key skills.• Understanding and adhering to company objectives, Following guidelines and procedures• Maintaining high levels of expectation on multiple KPI’s daily for Quality, Speed, and consistency• Building a personal database of person clients who come directly for my service and support• Working extra overtime to push the bonus structure and to achieve top position every month.