• Employed to handle the day to day running of the service centre which deals with the hire of plant to the utilities• Ensure all staff work to best working practices in accordance with company guidelines• Responsible for implementing a new customer service management approach and moving the business forward from being mainly paper based• Involved in the planning, organising and management of a range of external events to market the business and its products• Responsibility for revenue and stock levels for the depot• Recruitment of staff• All aspects of HR• Account management

• Interviewed and recruited new staff• Trained and managed a sixteen person customer service team• Designed the training manuals for the Customer Service Department which was then later incorporated into the induction programme• Prepared and implemented a Personal Development Plan for each member of staff to be reviewed on a quarterly basis • Designed and monitored individual daily KPI’s (Key Performance Indicators)• Average total of calls handled per year 442,000• Call centre average of 93% pick up rate of all incoming calls• Average call volume of 1700 per day,• Customer Service Department also handled all overflow calls and those from other sites• Organised weekly/monthly team meetings to ensure that best working practices are in place and being achieved• Developed a Customer Service Care Policy to make certain that the team provides an accurate and consistent service to all customers, external and internal• Designed a training package for eighty members of staff across all departments, to create closer organizational links and a better unified way of improving the Group’s services • First point of contact for all marketing literature, responsible for literature sign off• Responsible for the organization of “Tech Talks” seminars • Designing, implementation and collation of customer feedback• Project manage the upgrade of the NICEIC website • Responsible for the prioritization of IT workloads and projects

• Recruited and trained all sales staff• Developed and managed a team of eight Customer Sales Advisors• Developed and implemented a coaching plan to transform a reactive sales team into a pro-active target based team• Implemented a single point of contact for all major client accounts • Liaised with the sales management team to create a unified, structured and cohesive sales plan • Created sales targets and KPI’s for all Sales Advisors within the department• The customer sales department handled all customer quotations and price negotiation• Managed an average sales turnover of five million pounds per annum • Responsible for the customer complaints process and the updating of the customer complaints policy• Co-ordinated the implementation, installation and roll-out of a new internal database system• Provided staff training and ongoing support to the development of the new internal system