Jordan Shields Email and Phone Number

Student Accommodation

Key ContributionsManaged 100+ team members across various departments (Checkouts, Customer Service, Trolleys, and Petrol Station).Handled absence management and took appropriate actions for absent colleagues.Managed return-to-work processes, discussed adjustments, and calculated absence percentage.Took detailed notes in attendance review and investigation meetings.Collaborated with managers to facilitate holiday requests and ensure proper authorization.Handled daily wage exceptions in the absence of a Team Manager.Effectively communicated in various scenarios (handovers, store meetings, team huddles, company updates) and facilitated communication on operational issues.Conducted "let's talk" sessions with colleagues on performance issues and escalated formal interventions to Team Managers.Trained, coached, and provided feedback to colleagues on productivity, safety, and customer service.Managed scheduling, including flexi shifts, working patterns, and shift swaps.Conducted service temperature health checks, performed till short interviews, and escalated issues to relevant managers.Validated departmental training, facilitated legal and multi-skill training, and discussed multi-skilling opportunities with Team Managers.Handled customer complaints, prioritized areas for service improvement, and managed service-related activities.Ensured adherence to health and safety guidelines, monitored safety compliance and food hygiene, and completed checks.Managed crises such as till failures, security incidents, and fuel emergencies.Coordinated activities related to accidents, car park, entrance, checkouts/desks, cleaning, equipment, fire safety, security, stock take, opening/closing routines, and pest infestation.Ensured compliance with legal requirements regarding licensing, fire safety, first aid, health and safety, restricted sales, signage, smoking policy, and training.

Key ContributionsEffectively assumed the role of Property Manager in their absence, overseeing all operational areas and maintaining seamless operations.Acted as the primary point of contact for stakeholders, ensuring exceptional customer service and adherence to company policies.Handled tenancy service issues, including complaints, anti-social behavior, and repairs, with compassion and professionalism, delegating tasks as necessary.Developed and nurtured strong relationships with internal and external stakeholders, ensuring timely resolution of customer queries.Successfully provided accurate advice to customers, upselling rooms and transforming objections into sales opportunities.Assisted in generating site-specific reports for management and clients, such as monthly operational reports and financial management reports.Took ownership of managing emergency situations, both during and outside of office hours, while ensuring compliance with health and safety policies.Supported the Property Manager in conducting routine health and safety audits, showcasing best practices and coordinating necessary remedial actions.Efficiently managed the summer turnaround schedule, ensuring adherence to budget and upholding high service standards for users.Proficiently utilized essential software for site management, including Microsoft Office, Main Manager (FM database), and Dash (CRM database).Ensured accurate and GDPR-compliant collation and maintenance of data, maintaining the integrity of information.

Key Contributions:• Providing excellent customer service when dealing with enquiries whether emails, phone and face to face. • Producing site specific reports for management including lettings, rent collection, maintenance and incident reporting• Responsible for completing the debt collection process in line with company policy resulting in an 80% debt reduction within 4 weeks.• Responsible for carrying out unsupervised viewings of the site whilst ensuring the information that was provided was in line with site particular and company policy. • Managing booking process from initial point of interest to move in date whilst ensuring all records are accurately kept and maintained. • Assisted with implementing, running and collating statistical data of a student experience event• Supported on the general maintenance of site whether that is in clients rooms or maintaining common areas to a high standard.• Dealing with emergency situations in a professional and diligent manner e.g. Fire Alarms • Always acting in a friendly, compassionate and professional manner with regards to any tenancy service issues, including complaints, anti-social behaviour, welfare, repair requests and allocation issues.

Key Contributions:• Providing excellent customer service when dealing with enquiries whether emails, phone and face to face. • Producing site specific reports for management including lettings, rent collection, maintenance and incident reporting• Responsible for completing the debt collection process in line with company policy resulting in an 80% debt reduction within 4 weeks.• Responsible for carrying out unsupervised viewings of the site whilst ensuring the information that was provided was in line with site particular and company policy. • Managing booking process from initial point of interest to move in date whilst ensuring all records are accurately kept and maintained. • Assisted with implementing, running and collating statistical data of a student experience event• Supported on the general maintenance of site whether that is in clients rooms or maintaining common areas to a high standard.• Dealing with emergency situations in a professional and diligent manner e.g. Fire Alarms • Always acting in a friendly, compassionate and professional manner with regards to any tenancy service issues, including complaints, anti-social behaviour, welfare, repair requests and allocation issues.

Part of a busy and efficient call centre team providing front line support for valued customers.Key Contributions• Receiving and dealing with all initial customer communications• Providing accurate information and advice• Guiding all customer issues to a satisfactory conclusion• Following up on ongoing customer cases and communicating progress to management and customer• Creating and maintain customer call logs

Key Contributions:• Upon appointment an increase of repeat business was detected• Designed and delivered Christmas menu leading to an increase of 5% in seasonal business• Successfully led business to new market in outside functions and events

Key Contributions:• Collaborated overhaul of the company website improving usability improving sales by 7% • Revamped the arrangement of products to improve speed efficiency• Brought a younger, cleaner more professional image for the company improving relationship and reputation among a younger cliental. • An increase in productivity down to good understanding of invoicing software.

Key Contributions:• Key member of new project in Cambridge area involved in publicity campaign and film editing to raise awareness of the charity.