Joe Jackson Email & Phone Number

Norwich, United Kingdom

Working from the Adnams store in Norwich city centre I work both on the shop floor assisting customers and informing them of our wine, beers and spirits.I also work as a gin host, running 2 hour sessions where customers can come and make their own bottle of gin.Beginning with a history of gin presentation, i then explain all the botanicals and the characteristics these give to gin, helping the customers decide which type of gin they would like to create. The session also includes a tasting session of all our distilleries vodkas and gins.

Suffolk

• Assistant Manager at a very busy pub popular with both tourists and locals alike. I love being part of the local community and always build great rapport with customers, contributing to a great customer experience for holiday makers that brings them back to the pub year after year.• Supervise up to five members of staff on every shift and ensure the team is providing customers with the personable service the pub is renowned for.• Train new members of staff on how to use the tills and the food ordering system as well as training in the products we provide customers, ranging from local Adnams ales to well known lager brands and ciders. I also help new staff members with weights and measures, how to change barrels and how to make great coffee – although I confess I’m not officially a barista!• Built good knowledge of beers and cellarmanship. I can now confidently keep, store and serve cask ale, as well as effectively rotate the barrels and stock take in this busy pub. I also regularly change kegs and gas, and carry out line cleans to ensure all products we serve to our customers are to the best quality we can provide.• Regularly liaise with suppliers and effectively manage the bars stocks.• I’m responsible for cashing up, recording takings and constantly ensuring we have sufficient change in our tills to keep services running as smoothly as possible. I also lock the pub up to four nights a week and run through a strict shut down procedure ensuring the security of the property.• I have a really close working relationship with both the landlord who runs two busy pubs in the area and I’m in constant communication with the kitchen to run smooth services, which in busy periods are as much as 400 covers for a lunch time service.• Managed basic functions and I’m constantly on the lookout for ways we can improve the customer experience.

Suffolk

• Run a summer weekend business - a mobile fish and chip van which I take to weddings and private functions.• I carry out all the organisational functions of running a small business including: -ensuring clients enquiries are answered quickly and all their needs are met on the day of events. - Create invoices and track invoices, ensuring they are sent out and paid on time.- Sourcing new events and negotiating pitch fees.- Hiring staff using social media, training staff.- Designing promotional material, as well as maintaining a presence and finding new business through social media channels.- Maintaining sufficient stock levels and paying suppliers on time.- Most important of all cooking great fish and chips at client’s weddings and private functions!

London, United Kingdom

• Provided excellent customer support services for incoming issues for a new loyalty mobile app recently launched at Virgin, Virgin Red.• Provided and developed the heartfelt service Virgin is known for.• Resolved support issues/questions via email in a ticket management tool, Zendesk.• Made outbound calls if needed to resolve customer issues and gather feedback from customers.• Created content and documents of support processes and key information.• Delivered daily reporting on customer support KPIs and weekly issues and resolution reports.• Made recommendations and help implement improvements to the support service and processes.

London, United Kingdom

• Identified potential Fitness to Practice matters and ensured that new cases were created within key performance indicators or dealt with in a timely manner. • Dealt with incoming post into the department in a timely manner. Dealt with the copying and distribution of records, radiographs and other relevant documentation. • Tailored correspondence to suit the requirements of the recipient. Obtained information expediently in compliance with departmental procedures and deadlines. • Carried out background checks on dental professionals and provided confidential fitness to practise information to relevant organisations. • Maintained accurate records and case information using the case management system to ensure integrity of data. • Provided high quality customer service to stakeholders. Managed the expectations of team members and escalated matters as appropriate. • Complied with audit requirements and ensured errors are rectified immediately. • Managed large quantities of sensitive information, safeguarding privacy ensuring that corporate governance is maintained for corporate complaints, Freedom of Information requests, subject access requests and data breaches.

London, United Kingdom

• Expanded the list of partners at this large national youth charity, creating exciting apprenticeship roles for 18 year olds. • Through cold calling, I successfully developed new business for the charity, engaging organisations from large corporations to small businesses.• Managed relationships with new partners in the early stages.• Utilising CRM tools, in particular Salesforce, I accurately tracked the success of my calls and identified issues, which I’ve communicated to management. My attention to detail in maintaining high quality systems and documentation led to both myself and the team achieving targets.• The best thing about this role – the people. Thoroughly enjoy the sense of community at the charity.Key Skills/Achievements- B2B sales – Relationship management – Salesforce experience- Help young people get their first step on the career ladder through exciting apprenticeships

London, United Kingdom

Compliance• Applying Financial Conduct Authority regulation - resolved disputes between consumers and financial service providers. This required strong communication and mediation skills to ensure both parties accepted my recommendation and the complaint could be resolved.Reporting & Presenting• Constantly updated databases collated statistics and recognised trends which could then be communicated to management.• I held a monthly review for my team of 12 and management. Presented the team’s achievements over the past month and any trends that had been identified with the financial businesses we dealt with.Decision Making• I made important decisions on a daily basis. To do this I relied on my keen eye for detail carefully examining documents provided by financial businesses such as policy documents, credit agreements, as well as written testimony provided by consumers. • I was recognised for my attention to detail and was given the responsibility of quality checking assessments carried out by colleagues in my division. I ensured that all information and evidence had been taken into account and the correct outcome had been reached.Customer Service & Communication• Working closely with small businesses I built strong working relationships at all levels.• As part of my role as a quality rep I provided feedback to colleagues, assessed areas for improvement and where to lookout for key information in the documentation.• Wrote views of the complaints I had assessed and sent these to consumers and businesses. I also communicated my findings over the phone often having to sensitively explain why I had not upheld a complaint.• Answered inbound phone calls from members of the public, setting up new complaints, fielding any questions they had about the service we provided. I regularly received excellent feedback from customers I had dealt with via the organisations ‘service tick’ system which customers completed independently after calls.

Nationwide

• Constantly worked to deadlines with financial penalties if they were not met.• Gained valuable knowledge in the logistics of large scale operations. Experienced firsthand the importance of on time deliveries and accurate planning.• Thoroughly enjoyed the experience of working in a heavily team based role.Key Skills/Achievements- Working towards tight deadlines under pressure - Experience logistics and warehousing

Southwold, Suffolk

Management and Administration• Worked in a managerial role on many occasions with the responsibility of running the tea room and supervising 6-8 members of staff.• Using Excel, responsible for maintaining the accounts for the business, arranged employee’s wages.• Carried out regular stock checks and efficiently organised suppliers and deliveries.Sales, Marketing & Events• Organised and managed events such as birthday parties, organising the food and drink, marquees and music. Also organised charity events for the local community.• Designed and created a full page advertisement in a local independent tourism brochure.• Contacted national magazines such as Coast and Country Living to generate interest. Coast ran a two page feature on the business. Country Living placed us in the Top 25 cafes in the UK.Entrepreneurial Spirit • In the summer of 2005 I ran my own ice cream kiosk on the premises, ordering in my own stock from a local supplier, selling ice cream throughout the summer season. During the season I extended my product range selling seaside toys. Through researching other local kiosks I sourced a supplier and decided which products to sell. I came away with valuable experience and a very healthy profit.Key Skills/Achievements- Creativity - Leadership and Management skills – Stock Management and Supply- Numeracy and Accounting – Event Management – Ran successful business

London, United Kingdom

Recruitment/Administration• Sourced potential workers from a database, vetting them, checking references, negotiating pay rates and eventually placing them. • Organised Christmas event for clients, sourcing a suitable venue in Central London. Helped design and send personal invites to each client.Marketing• In regular contact with the Metro to place advertisement in a weekly deal, negotiated positioning, size and price. Researched newspaper readership and circulation for new marketing campaigns.• Gained valuable experience in the use of online ad servers placing jobs and creating banners on sites such as fish4jobs and Gumtree. • Created a brochure showcasing the residential work carried out by our construction division.• Managed, executed and analysed B2B campaigns. Ensured that campaigns were viewed by the profiles desired.Sales• Sold CSCS (Construction Safety Certification Scheme) tests over the phone.• Made peripheral sales by encouraging people to buy revision items explaining the benefits.Commission on sales meant I increased my income considerably. Payroll• Pitched the benefits that contract services offered to clients and individuals.• Using Excel I also had to deal with any payroll queries clients had. The role meant I experienced negotiating with clients over the phone and face to face.Key Skills/Achievements- Negotiation - Client Relations – Numeracy – Sales - This Placement year contributed towards gaining my degree

Bachelor'S Degree, Management, 2:1

Education record