I manage a fast paced, diverse Customer Care and After Sales operation and I am responsible for fourteen advisors and two supervisors. My primary objectives are to plan, co-ordinate and develop the activities of the department to enhance customer relationships and to identify and achieve sales opportunities to maximise profitability. I’m responsible for investigating and solving customers' problems, which may be complex or long-standing issues that have been passed on by customer service advisors. I’m required to make decisions under pressure and ensure that the best practice is followed in legality and quality of service is always met. Additionally, I have to provide leadership and be fully responsible for the day to day running of the department and maintain good employee relations through effective communication, leadership and motivation. I’m accountable for achieving all performance related tasks and KPI’s set by the business so I am continuously monitoring individual and overall team performance and identifying areas of development.

I supervised a customer service team of eleven including reception. I had direct involvement in the recruitment of staff, including reviewing candidates CV’s and carrying out telephone and face to face interviews. I was accountable for keeping records and authorising holidays within pre-defined criteria and following up absences, managing punctuality, planning the shift rota and taking operational decisions to assign to team members. I would coach and mentor any team member though any performance or attendance issues and prepare and undertake Personal Development Review’s with members of staff and rectify any skill gaps.Additionally I would take responsibility for the quality of the customer service team. Conduct monitoring initiatives, including listening to calls and rating team members and auditing a pre-defined number of correspondences. I was also required to manage new employee induction process in conjunction with other members of the team.Finally, I would handle any escalated or sensitive customer issues as requested by team members, Area Managers or Head of Customer Service.

Day to day duties and responsibilities were to provide EPOS and technical support to Austin Reed, CC and Viyella stores and head office. This included resolving technical issues and processing new software updates within agreed timescales.

I was closely involved with the launch of the Austin Reed website platform when Austin Reed first began trading online. This included order processing and ensuring website orders were despatched within quoted delivery timescales. Alongside this I uploaded products descriptions and images on the website and amended product prices when promotions were applied.I also carried out fraud checks on all orders held within a referral queue. This involved liaising with 3rd Parties and updating internal systems to reflect fraud patterns. I was also responsible for answering telephone calls and responding to emails and correspondence within a timely manner. The role also involved large volumes of administration including data entry and handling sensitive data including store credit card applications.