I managed a team of 25 staff which were split into 2 teams, one team of 10 whose remit included accurate analysis and reporting to the business within BSkyB, responsible for the registration of staff and staff records, department audits, conducting regular monthly performance reviews, overtime payments and departmental mail sorting, 15k contacts weekly which are all Escalated complaints that are received into BSkyB. I maintained and managed 6 internal customer internet mailboxes, 8.5k contacts weekly and in turn I strive and maintain current service level agreements with my customers and I am readily involved and take ownership in departmental projects which included the implementation and planning of a Disaster Recovery Plan using a Strategy software package for the department in the case of a major incident, ensuring that the correct data and information was readily available to the company executives. My second team of 15 staff includes an active role in reducing the volume of escalated contacts received into the department to ensure a first time resolution is reached and maintained through written and telephone communications with BskyB’s customers who have contacted our company executives and chairman directly, I also have a great deal of knowledge in dealing with clients from Trading Standards, Members of Parliament, media and Ofcom. I was also involved in building and maintaining several Microsoft access databases in which are used to capture vital customer information and in turn, various daily and weekly reports and figures are compiled using such databases. I have a good knowledge of Microsoft FrontPage in which I am responsible for the development and delivery of the Departments Intranet Web site

The role consisted of developing department databases using Microsoft Access to allow vital customer data to be keyed. I was responsible for the creation and provision of all high level reporting pertaining to the activity throughout the department. I maintained staffing levels, developed the departments Intranet site using Microsoft FrontPage and set up all Service Level Agreements, Procedures and Flow Charts within Customer Care, I also maintained the business unit scorecards that underpin performance reviews.

I was part of a team who were responsible for dealing with all customer enquiries directed to the senior executives of BSkyB They also respond to any customer enquiries received by BSkyB from Members of Parliament throughout the United Kingdom and Republic of Ireland as well as handling all media, Ofcom & Trading Standards enquiries in relation to customer’s complaints.