Matthew Derbyshire Email & Phone Number

Manchester, United Kingdom

In my role I lead a team of customer service advisors to ensure that they deliver exceptional service to our customers. This involves regular quality, 121 sessions and liaising with other departments to ensure that knowledge is shared across the business.I also manage my teams performance including absence and lateness to ensure all KPI's are achieved whilst maintaining high levels of employee engagement.

Manchester, United Kingdom

In this role I led a team of 20 advisors (12-15 FTE) to provide great customer service whilst delivering across a range of KPI's. I was also responsible for managing absence, attendance and behaviours of my team whilst ensuring that I maintained high levels of employee engagement through coaching, development and support of my team. In my role I was also responsible for liaising with different regions to ensure that there was regular communication of information to make sure we operated as effectively as possible as both a contact centre and a business.

Manchester, United Kingdom

I led a team of customer service and sales advisors (9-14 FTE) to ensure that they deliver the best customer experience and are able to effectively promote, upsell and grow the brand through constant coaching, support and performance management. I keep my team motivated and engaged as is demonstrated by my high employee engagement scores and constantly support my team members to develop themselves both in and beyond their role.

Initially working as a Customer Service Advisor with responsibility for overseeing customers’ moving house and for the promotion and sale of products and services, I progressed into the role of full-time mentor, accountable for training new members of staff and passing on best practice. I subsequently moved into the Homemove Department as an Advocate following experience within the self-managed Innovation Team. I was responsible for the effective management of my time, which involved taking inbound calls and dealing with customer queries and complaints to ensure the satisfactory resolution.

Responsible for delivering an excellent cinema experience to guests, during this role, which I did to support my studies, I cleaned screens and worked on the ticket and food stands, remaining professional and friendly at all times. In addition, I developed experience within target-driven sales, as through the promotion of larger food and drink portions, I was often named on the top sellers list at monthly business review meetings.

Initially, I started work for Next as a Sales Advisor on a temporary contract whilst I was studying but after a while I was promoted into the role of Merit Sales Advisor, which recognised my strong work ethic. Within this role, I was responsible for the provision of an exceptional customer service, providing valuable assistance with any purchase choices and effectively dealing with any arising concerns. In addition, I managed stock and placed merchandise around the store to attract new customers and ensured the store was maintained to a high quality standard.

This was the first role in which I gained experience in driving sales and generating revenue through making and selling popcorn, candyfloss, pre-packed sweets and drinks.