Robert Mainwaring Email & Phone Number

London Heathrow Airport, England, United Kingdom

Slough, England, United Kingdom

Most recently I have been a Customer Service Manager at Arvato for Scotland's Census 2022. Here, I trained and coached my team of agents from scratch to perform their role and managed their day to day expectations. I provided the team with my own extensive notes and training documents, as well as email templates and canned responses, where appropriate. Weekly quality assessments ensured they were performing their job to the best of their ability. Additionally, the role included extensive complaints handling of all kinds across all communication platforms. This fast paced job oversaw hundreds of interactions per day across the team, ensuring each one maintained the requirements of the client's expectations. Unfortunately, I was made redundant as there were no new roles within the company as the contract ended.

Slough, England, United Kingdom

My role here involved extensive complaints handling and other administrative tasks for the English Government's Green Homes Grant Scheme. Problem solving and decision making here was crucial due to the nature of the most serious complaints - avoidance of repeat contact was especially vital when companies are owed amounts of money over six figures. Working with other departments in order to obtain successful outcomes was often required. Excellent interpersonal skills were required to maintain external relationships with customers.

Slough, England, United Kingdom

Here I was a customer service representative for the fashion brand Zara. I learnt, understood and implemented all the core skills of customer service to the highest standard. This included customer relations and satisfaction, practice of multiple communication platforms including telephone, email, webchat and social media. After 3 months, I was given the responsibility of administrative tasks behind the scenes including case handling and processing, as well as some complaint handling. There was also an opportunity to aid and mentor new agents with little experience.

Surrey, England, United Kingdom

Construction worker, aiding day-to-day processes of building extensions, kitchens, bathrooms and outdoor structures for private properties.My role included groundworks, installing and building outdoor structures such as decking, laying patios, constructing sheds or large outhouses, painting and decorating, construction of stub walls, GRP and other kinds of flat roofing, installing multiple kinds of insulation.