Managing a team of customer service advisors who dealt with customer enquiries. Completed regular coaching and one-to-one reviews to ensure that a high level of service is being offered. Dealt with highly complex complaints for customers to ensure that an escalation is resolved at first point of contact. Ensuring team members are complying with high standard of risk compliance in line with company policy along with managing time to ensure all actions are completed in a timely manner. Worked alongside project teams to improve customer and colleague experience to ensure processes are more efficient and effective for the business and customer experience.

Taking calls in a fast-paced environment, dealing with general and complex enquiries and resolving issues with a solution that the customer is satisfied with, along with establishing trust throughout the calls. Ensuring customers are receiving the highest level of service at all times while meeting all KPIs on a daily basis.

Collect and input accurate information into the system. Resolving participant’s inquiries. Generate spreadsheets effectively and updated to meet needs of the team and project. Prepare paperwork correctly, file and organise. Update CRM system to develop efficient information for others in a project built around supporting unemployed adults with IT skills.

Hold full accountability for IT operations comprising, repairing customer laptops/computers, upgrading in-house IT infrastructure, picking up calls to support customer enquiries. Communicate with sales of IT systems and dealing with donations. Detect issues with customer IT devices and repair in a reasonable time frame to a high standard.