Norm Cassidy Email & Phone Number

London, England, United Kingdom

Manchester Airport

As part of the Asset Support Team within the engineering and facilities management departments, this role focused on the planning and assigning of reactive, corrective and preventative planned maintenance for Manchester Airport.Duties undertaken whilst in this role include:• Use of the Maximo system to record service requests, create work order and progress through to completion.• Planning preventative planned maintenance across various engineering disciplines.• Handling inbound calls and emails regarding reactive maintenance and assigning based on discipline required, priority and engineering availability.• Being an active member of the Diversity & Inclusion Forum, attending webinars hosted by Inclusive Employers on the subjects of race, gender identity, intersectionality and disability and contributing to and supporting National Inclusion Week activities.• Being a member of the Green Ribbon Group- to promote conversation around mental health awareness and reducing the stigma around mental illness.• Acting as Office 365 Champion for the team, supporting training in use of new software along with launching and maintaining the Microsoft Teams site and managing shifts through the Microsoft Teams Shift App.• Planning and launching process improvements, including the design of training material and supporting training activity across the team.• Involvement in the design and launch of the successful Airport Community App Asset Channel and ongoing responsibility for ensuring information was updated daily to ensure a reduction in inbound call/email volume for asset status checks.• Producing ad-hoc and scheduled reports to support the business with legal claims in relation to Health & Safety related incidents.

Manchester, United Kingdom

Based in British Gas’s Moving Home Team I managed a team of twelve advisors in a customer experience setting with a great focus on sales and retention.Duties associated with the post include:• Providing regular coaching, feedback and training in order to support sales growth and the development of the team.• Monitoring real time SLA, schedule adherence and growth performance for advisors and ensuring performance issues were managed through early intervention in line with HR policies.• Ensuring, through my secondary role as People, Engagement and CSR Lead that incentives were planned, and all employees took part in a volunteering experience with a local charity over a twelve-month period. This role also involved a large focus on communication, for which I used my design and copywriting skills to produce a monthly newsletter focused on performance, engagement, diversity and inclusion.• Managing the contact centres efficiencies and designing and implementing the “Growth Through Efficiencies” coaching plan.• Planning and supporting team meetings around the subject of Mental Health Awareness.• Designing, planning and launching the “Put A Beard On It” positive language campaign, which was rolled out across the contact centre to improve sales and retention performance as well as boosting NPS and CSAT scores.• Managing against KPIs including NPS, Retention, Sales, AHT and schedule adherence.• Supporting compliance through both live and remote call listening, with a focus on doing what’s right for every customer and supporting advisors to ensure their calls met both regulatory and business requirements.• Ensuring all misconduct, absence and grievances were dealt with in line with group HR policies.• Working closely with Human Resources to support in grievance, disciplinary and absence management meetings as well as preparing case files for employment tribunals.

Hale Court, Manchester

Having worked in all customer facing functions of the business I became proficient at providing a high level of customer care for a major UK ISP as well as developing the skills of my direct reports. I have managed teams across customer service, provisioning and technical support- varying in size from 12 to 54 direct reports and up to 150 indirect reports.Duties associated with the post include:• Preparing daily workloads for staff & co-ordinating the daily allocation of work and designing the “One Call Promise” process to reduce inbound call volume.• Working closely with HR on grievance, disciplinary and absence management meeting and acting as a coach to other managers who were struggling with Human Resources policies and procedures.• The design and implementation of a new performance management framework, including producing adaptable templates for Team Managers and advisors to use for both Performance Improvement Plans and Personal Development Plans- with support from Human Resources, and in line with group policies and procedures.• Setting targets in line with business needs and ensuring agents performed to those targets, through coaching, feedback, team meetings and regular 121s.• Drive performance improvements across AHT, FCR, Adherence, Productivity and Quality.• Developing a new CSAT based quality model in collaboration with the Quality Manager and MI team.• Designing and implementing a new recruitment process to improve the quality of staff and reduce early life attrition.• Managing service level through proactive staff planning and reactive reallocation of resource, including the design of “The Canary” to ensure inbound calls were prioritised at times of greatest need.• Managing incidents as part of the business continuity team.• Stepping up to Section Manager level to cover holidays and absence.

Liverpool, United Kingdom

Initially taking on the role of Organ Tuning Assistant I soon became interested in other areas of the business, first learning the art of organ building and tuning before focusing my attentions to the company's ICT requirements.I also took responsibility of marketing, brand development and client relations, utilising a number of channels (print and online advertising, social media..etc.). During this period I used my extensive knowledge of SEO to ensure the company website appeared within the top three results for the most popular search terms relevant to the business.

Liverpool, United Kingdom

Developing websites for small to medium businesses, utilising HTML, Flash, SEO skills and social media.

Liverpool, United Kingdom

Located in a busy city centre bar, serving both food and drink over two floors, this venue took over £1m Net per annum.Assuming the role of assistant manager and contributing to sales growth and development of the team.

Foundation Degree, Business Management

Avce, Health And Social Care

A Level, Law

A Level, Psychology

A Level, Politics

A Level, Sociology

As Level, Film Studies

As Level, Spanish

Education record