Jo Thorne Email and Phone Number

Responsible for (but not exclusive to); Efficient handling incoming customer complaint queries (high volume) Providing telephone advice and assistance for any outstanding complaints Liaising with Citizens Advice and the Ombudsman Providing support to third parties Contractors Carrying out investigations for case by case complaints Recording activities accurately for each call/complaint Investigating and discussing resolutions on complaints Maintaining workload during the winter season

Efficient handling of customer ‘faults’ issues (medium volume) Diagnosing customers supply issues (mechanical or firmware related), Providing telephone advice, support, resolution to avoid engineering visits, Assessing the priority of engineering issues and scheduling accordingly, Dispatching engineering specialists to customer’s homes, Providing support to (Scheduling, SMOP, Revenue Protection/Assurance) Providing support and cover on the Emergency Line Recording activities accurately for each call/fault on CRM,

Efficient handling of customer queries (high volume); General queries (correspondence, supply starts etc.) Transferring calls to other ‘specialist’ teams (if necessary), Balance Enquiries/transferring balances, Usage enquiries, energy efficiency guidance/advice, Meter installation bookings and amendments, Top-up queries (failures, missing Vend Codes, ordering TUDs), Faults issues (raising faults, chasing engineer schedules), Complaint handling, initiating complaints process, Recording accurate and detailed notes for each call on CRM.

·Helping customers with any enquires.·Providing good customer service.·Making sure all products are on display and re-stocking self when needed.·Helping out other collogues when needed.·Cashing up the daily takings.·Making sure the change has been ordered.

·Day to day management of staff to ensure all aspects of the business are operating effectively and efficiently·Opening and closing of the eatery including cashing up and banking of the daily takings·Stock taking and management of all food and drink

·Started as Team Leader then promoted to Assistant Manager after 11 months·Managed staff working rotas·Daily organisation of 30 staff ·Opening and closing of the premises including banking of takings·Motivating the team to achieve weekly sales targets

·Leading my team of 8 people on a daily basis·Opening and closing of the premises including banking of takings·Daily operations included bar work, kitchen services and front of house

·Daily operations for bar including closing the pub and cashing up.·Taking orders and serving food to customers