Successfully ran the Membership scheme contact centre from May 2011 after moving the service in-house from a third party provider and playing a crucial role in preparing the centre to go live. All SLA and KPI targets are achieved whilst ensuring the highest standard of customer service is delivered by the Call centre. Coach, develop and motivate a team of direct reports through monthly 121’s and 6 monthly appraisals. Work successfully with resource planning manager, marketing consultants and recruitment agencies to ensure twice yearly campaigns for members were successfully handled as it led to increases of up to 70% on business as usual volumes over a short period of 6 weeks.

Coached and developed a team of 12 agents handling customer complaints and issues received via telephone and written, arising from poor holiday experiences. Monthly and yearly appraisals completed for direct reports. Ensure that a high level of customer service is delivered on even the most complex of calls. As an ABTA (Association of British Travel Agents) registered business the role included attending and preparing for complaint cases heard in the small claims court and successfully upheld 90% of cases whilst in this role. The role also included cases that were referred to Trading Standards and again 90% of complaints were upheld. Built successful relationships with third party travel suppliers to assist in preparing cases and to resolve cases in initial stages to prevent court proceedings. Whilst in the role using own initiative set up SLA’s for complaint resolution as none existed prior this included setting up a three stage approach to complaint handling and resolution. During this period I also managed the Travel pre departure where I oversaw travel bookings and amends, the ticketing and confirmation team and the API team

Tasked with setting up an effective and productive Call Centre that quickly produced new business leads contributing to significant growth for the business. Successfully recruited and trained 33 staff whilst developing policy and procedure documents to ensure all operations ran smoothly. Liaised with the Projects Team creating suitable scripts for future campaigns to be worked using the Amcat dialler system. Introduced KPI’s, targets and incentives that created a motivated and enthusiastic team.Ensured all coaching and monthly one to one’s were completed to guarantee maximum sales potential, whilst ensuring FSA guidelines were followed along with all Data Protection procedures.

After an initial 6 months fast tracked to the role of Call Centre Manager. Day to day running of the Sales reservations and Customer Service floor with an FTE up to 90 agents with 8 team leaders. Organised the staff rota, ensuring all figures and information within the call centre database were correct and up to date. Ensured call handling targets, individual agent daily/weekly targets were set and achieved. Responsible for recruitment of new staff and their development, including side by side’s, and monthly one to one’s providing them with skills and knowledge to maximise sales whilst adhering to the ABTA code of conduct. Responsible for a department budget and ensured all spending was in line. Organise and lead team building exercises for the management team and educational site viewings for staff.

Managed the store and employees, selling and ordering furniture products in store, arranging the manufacture of bespoke goods in the onsite facility . Cash handling, invoice preparation, carried out daily banking duties and stock balancing.