· B2B/B2C Digital Marketing & Social Media Management on behalf of North East Regional Employers Organisation & North East Jobs public sector recruitment platform· Digital Content Creation for North East Jobs website and social media spaces, and on behalf of 12 North East local council/authorities and 100’s of other public sector organisations in the North East

· B2B/B2C Social Media Management· Digital Content Creation· Digital Marketing

• Managed B2C social media output of Npower customer services, planning daily organic content for social media posts intended to help customers to self-serve and raise awareness of products and services. • Responded to Npower customers and external organisations via Twitter and Facebook to ensure brand reputation was upheld and exploited opportunities to positively influence external perception where possible. • Took personal ownership of customer complaints with highly visible service reputation issues and ensuring high level quality control, liaising with senior management to flag any emerging issues. • Formed close working relationships with many internal stakeholders across the business when needing to review any individual customer concerns, from senior managers, Legal, Press and PR, Internal Communications, Domestic Change teams, Marketing and Product teams, Marketing and in some instances the Chief Executive Officer. • Coached and mentored team of live chat agents during temporary secondment as their line manager. This included upskilling new colleagues to help develop their confidence to speak to customers online and delivered weekly one-to-one appraisals, quality feedback sessions and performance management workshops. • Awarded National Institute of Customer Service Accreditation 'Keeping It Simple For Customers' for my work in delivering exceptional customer experiences and outcomes.

• Managed B2C social media pages for Vauxhall Motors in the UK and Opel/ Chevrolet pages in the rest of Europe, responding to customer queries with brand specific answers and within set timeframes. • Took full ownership of any case from start to finish which included liaising over the phone and via email with product evaluators, field engineers and Vauxhall/Opel dealerships to ensure correct information is provided. • Used my own empowerment and judgement to decide if repair costs could be reviewed under the terms of the manufacturer's warranty or if a customer would need to cover the costs. • Dealt with and overcome challenging situations when explaining customers were not entitled to financial assistance towards repairs. • Liaised with Business Analysts and Marketing Managers at Vauxhall Head Office to review brand perception, market trends and customer sentiments online. • Interpreted social media data online with various tools and widgets within Radian6, such as Topic Trends, River of News and Conversation Clouds. • Regularly praised by my senior management for exceeding business expectations and targets and recognised for improving the external customer satisfaction score (CSAT) for the client on several occasions.

- Inbound calls from customers who had placed orders for Post Office Home Phone and Post Office Broadband.- Investigating problems with broadband orders and resolving complaints.- Liaising with BT Openreach engineers to arrange home visits for customers.- Showing empathy towards unhappy customers to ensure they received good customer service.

- Responsibility for assigning new Jobcentre Plus employees with conditional contracts across all UK regions.- Collated data from all UK regions in order to produce reports with a range of formulae to ensure new starters were allocated where they were needed most.- Liaising directly with Grade 6 Senior Executive staff, receiving praise for my professionalism in this role.- Exhibited leadership by delegating work fairly amongst team members, taking work from others as workloads demanded and held weekly team meetings.

- Producing legal contracts for personal secured financial loans and sending them to customers.- Liaising with customers, solicitors, third-party banks and finance companies on a daily basis.