- I was required to plan and carry out English lessons in a Spanish primary school.- Took responsibility for groups of children when conducting school visits in the surrounding area. - Was also tasked with interpreting Spanish into English for a family of Ukrainian refugees, who could not, at that point, speak Spanish.

- Assessing each handler’s performance when dealing with complaints; o ffering praise to those who performed well and o ffering feedback to those who did not meet their targets or expected levels of performance.- Helping colleagues deal with ongoing complaints; o ffering advice on how to proceed and sometimes taking personal ownership of the complaint personally if high levels of compensation were due.- Collaborating with the dedicated Customer Relations Team, working together to resolve complaints within the timeframe and escalating complaints to them if the customer was still not satisfied by the outcome that either myself or my team could provide.

In this role I was responsible for guiding customers through their claims from start to finish. developed an understanding of how to effectively and efficiently communicate with customers, especially during the initial parts of their claim. This was especially useful, as many customers were experiencing high levels of stress as a result of an accident or theft of their vehicle.I often had to use my initiative in fast paced environments, in order to find solutions to often complex problems, something which has been further developed in other roles within hospitality and educational spheres of work.