As a Customer Service Manager at PropCall, a leading provider of property management solutions, I am responsible for leading and developing the daytime Customer Service team, ensuring high standards of service delivery, customer satisfaction, and operational efficiency. I have over 15 years of experience in the customer service sector, with a strong background in contact centre operations, workforce planning, and training and development.I am passionate about people management and creating a positive and productive work environment for my team. I am currently studying for a CIPD PM Level 5 qualification, to enhance my skills and knowledge in human resource management and organisational development. My goal is to support the growth and success of PropCall and its customers, by delivering exceptional customer service and people management solutions.
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Head Of PeoplePropcall Jan 2024 - PresentManchester, England, United KingdomResponsible for creating and managing process in HR, Recruitment, Training & L&D @ PropCall -
Customer Service ManagerPropcall Aug 2023 - Dec 2023Manchester, England, United Kingdom
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Assistant Call Centre ManagerBullen Healthcare Mar 2014 - Jan 2015Liverpool, United KingdomSupporting the Contact Centre Manager in all areas of the day to day running of a busy, and rapidly growing In & Outbound Contact Centre and 17 UK Branches.+Implementation & Ongoing improvement of Real Time Resource Management, delivering optimum service level+Monthly Resource Planning & Annual Leave Approval+Support and Development of Team Leaders+Manager of 2 Teams within Operation (Plan & Deliver Quarterly Reviews, Coaching, Absence/Conduct Management & any relevant HR support)+Liaise with non contact centre departments and department managers on a daily basis to ensure highest level of service is delivered
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Vodafone Sbu Steer Team ManagerWebhelp Uk May 2013 - Feb 2014Warrington, United Kingdom"Steer Team" Manager on Vodafone SBU Campaign- Performance Management- Intensive Support & Coaching - Breeding a fun, positive work ethic and environment- Attrition Reduction through re-energising and re-engaging Staff- Successful re-introduction of advisers, to their original teams -
Team Leader Vodafone Small BusinessWebhelp Tsc Mar 2012 - Apr 2013Warrington, United KingdomHighly motivated and target driven Team Leader on the Vodafone Small Business campaign at HeroTsc.I have been responsible for a complete overhaul of my team's culture and working practice, which has resulted in considerable reductions in absence and attrition, whilst delivering highly improved and maintained agent performance in all KPIs, closely competing for "best in department" in NPS and Resolution every month since taking over the position.
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Customer Service Advisor Vodafone Complete CareHerotsc Nov 2010 - Sep 2011Warrington, United KingdomCustomer Service Advisor on Vodafone High Value Consumer campaignDelivering fast, effective and friendly service to inbound customers, performing to a high level at all measured KPIsKEY STRENGTHS+ Polite Manner+ Excellent objection Handling+ Sales through Service+ Consistently High NPS and resolution rating
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Trainer / Shift Call HandlerSitexorbis Limited May 2007 - Oct 2010Ellesmere Port/BromboroughEmergency call handler for numerous out of hours services including emergency repairs and alarm call outs.Interacting with client to plan and deliver systems training to outsource staff
Kevin Carlton-Jones Education Details
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Coleg LlandrilloTravel & Tourism -
Ysgol John Bright
Frequently Asked Questions about Kevin Carlton-Jones
What company does Kevin Carlton-Jones work for?
Kevin Carlton-Jones works for Propcall
What is Kevin Carlton-Jones's role at the current company?
Kevin Carlton-Jones's current role is Head of People @ PropCall.
What schools did Kevin Carlton-Jones attend?
Kevin Carlton-Jones attended Coleg Llandrillo, Ysgol John Bright.
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