Nick Probert Email & Phone Number

London, United Kingdom

Promoted to the Sector Manager position in 2014 to manage a team of 20 FTE including 2 Team Leaders dealing with queries form a wide range of UK based businesses from night clubs to exercise instructors. There are over 200,000 businesses within my remit which equates to annual budget in excess of 30 million pounds.Key Achievements include:• Achieved continuous year on year growth for the Sector since being appointed to the position in 2014. This annual growth equates to over £8 million in four years, an increase of 33%.• Implemented a service improvement plan to improve customer retention. Delivered a 7% increase in 2016/17 resulting in £2 million pounds of saved revenue.• Established strong working relationship with the fitness industry trade body ‘Ukactive’, which increased revenue by 17% in year one.• Created and embedded new process guides for customer refunds throughout the department. Obtained buy-in from colleagues at all levels via ‘Process focus groups’ resulting in improved efficiency and enhanced customer experience.I have been promoted three times since joining the business other positions held include:Customer Service Manager Outbound Team-Promoted to this position in 2010 to oversee the creation of an outbound courtesy calling team of 7 FTE to call low value, high volume customers with a view to improve customer journey and pay-thru rates.Operations Supervisor/Team Leader-Supervised team of 4 coordinators, setting targets, performance management and training of employees. Responsible for resolving escalated customer queries and complaints and reviewing monthly budget performance.

London, United Kingdom

Working within the UK Head Office, acting as first point of contact for customers and employees in all UK stores. The role involved training all new starters within the Customer Service department and writing the Company Best Practice manual. Key achievement was the management of a Mystery Shopper programme across 260 stores.