• Provide significant support in company expansion and business growth (employee growth 1000% over 8 years).• Key focus on revenue vs. wages, reducing wage allocation by 20% as a result of managing staff efficiencies and implementing KPI’s.• Extensive knowledge of the automotive industry (all brands) and consumer trends including heavy involvement in marketing strategies for multiple award-winning prestige dealerships.• Analyse market trends and work with customer base to increase sales return, improve client retention and ultimately increase revenue stream for both the clients’ business and our own. • Improve the company's market position and maximize its financial growth.• Identify new business opportunities and implement strategies to yield benefits.• Establish, maintain and strengthen relationships with key accounts through weekly on-site visits to better understand client culture and present performance results.• Oversee and manage all customer service employees and their performance, including management team.• Motivate, mentor and develop customer service employees, including the management of incentive schemes.• Manage staff recruitment processes from short listing, interviewing, inducting and training.• Undertake six monthly performance reviews of team managers and provide relevant feedback.• Organise and manage staff roster and attendance in order to collate accurate figures for payroll.• Oversee and monitor performance of management teams accounts.• Assist in development, rollout and training of new internal CRM system & office relocation.• Manage operational company performance on day to day basis on behalf of CEO.

• Manage key accounts to ensure expected retention levels are achieved• Resolve any staff disputes, concerns or grievances.• Reward outstanding performers.• Identify and help facilitate initial and ongoing staff training.• Organise daily workloads to ensure all project deadline and result expectations are met.• Oversee and manage all employees and their performance.• Contribute to ensuring monthly team targets and company deadlines were met.• Liaise regularly with key clients to demonstrate ongoing support.

• Organise day to day workflows to ensure all Service Level Agreements are met.• Ensure the telephone ‘abandon rate’ is within target allowance and implement new strategies to ensure it is maintained.• Support team members to encourage and assist them to reach full competency.• Conduct Health and Wellbeing assessments with colleagues who have a higher than average sickness level. Continuously meet for 6 weekly reviews to support employee and achieve a more substantial level of attendance.• Conduct monthly one to one meetings with each member of the team to discuss progress and next steps to achieve their aspirations. These meeting were also an opportunity for colleagues to voice any dissatisfaction they may have.• Conduct HR meetings when applicable. These include: Health Wellbeing & Attendance, Disciplinary, Grievance, Harassment, Personal Improvement Plans and Return to Works.• Provide many different formats of MI data to relevant parties in relation to team capacity, email campaigns, team salaries, work levels etc.• Attend monthly team leader meetings to discuss any potential issues within the business • Take ownership of any telephony problems within the business and resolve within acceptable timeframes to avoid any disruption to business as usual.• Ensure all team members complete required statutory training within the given timescales.• Check team members work and provide feedback, both positive and constructive.• Complete monthly statistics and provide feedback to the director.• Take control of complaints and resolve on behalf of the team.• Plan and conduct monthly team meetings to discuss workloads, motivate the team and advise of any new strategies in the pipeline. Courses completed within this role: Health, Wellbeing & Attendance Disciplinary Harassment Grievance Personal Improvement plans Introduction to Leadership Implementing sustainable change Building rapport with your Team Giving feedback

• Strong customer service skills.• Responsible for the accurate, efficient creation of pension schemes • Contact clients to organise appointments and confirm in writing.• Proficiency in Microsoft Office suite and internal CRM databases.• Format letters to clients.• Work as a team to achieve the business service level agreements.• Exceeded personal KPI’s set monthly.• Implemented a new process checklist for the benefit of the team to improve efficiency.• Handle confidential information compliant with the ‘Data Protection Act’.• Ongoing contact with a wide range of insurance companies to request retirement illustrations• Chase quotes via phone until correct information received and filed.• Answer and appropriately deal with incoming customer and client phone calls; consisting of client/introducer queries and updates, Insurance company updates and new client introductions..• Assist in the training of new staff members to ensure the level of service provided was consistently highCourses completed within this role:• Time management• Interacting with colleagues

• Design and launch the company website• Maintain the website and upload new products • Take incoming calls and schedule appointments for fittings.• Call local car dealerships and suppliers to order required parts• Manage online orders and contact enquiries.• Report weekly online activity to management.