16 years experience within the customer service industry Self-motivated, driven and enthusiastic Resilience and tenacity to ensure the deliver of results and confidence to make tough decisions Significant strengths with employee engagement and performance management Ability to challenge behaviours that conflict with values Ability to identify, prevent, manage risks and/or escalate as appropriate Identifies ways to streamline the customer journey Strong influencing and stakeholder management skills, and ability to challenge others Strong communication skills, both written and oral, when dealing with all levels of stakeholders