* Assisting customers with a multitude of different queries ranging from general bill queries right through to technical issues, financial issues and orders.* Liaising with PR agents to make sure the right message is being delivered and that we are aligned in the message we are giving to customers in certain circumstances.* Assigning posts to the correct queue where necessary.* Monitoring the effectiveness of processes implemented within our social media department to ensure awareness and positive impact the implemented processes have on KPI’s

* Assisting advisors with queries/provide resolutions that may need authorisation or may not be usually within remit.* Reviewing chats and social media posts to further improve the service we deliver and use as a feedback/coaching tool to assist with spotting trends in agent interactions.* Attending leadership meetings.* Attending calibrations with other team leaders to see where we are aligned on delivering feedback.* Monitoring schedules and queues to make sure we have agents in the right place to service customers and ensure queues remain at a minimum for service level management.* Liaising's with the other team leaders/operations manager/duty ops/Incident management for various reasons, this could include sickness, getting authorisation for annual leave or raising/chasing problems.

The Chat Hub is a department that trial chat feasibility for other departments within the company.Home broadband customer service. * Dealing with customers home broadband account queries* Tracking router/EE TV deliveries* Troubleshooting router problem when a customer may be receiving slower than expected speeds or no connection at all. Payment Support* Chatting with customers about their bills and payments, sharing debt collection agency information if their account is at that point.* Troubleshooting to find out why a customer is currently in the situation they are in and looking for financial assistance, and the risk of it happening again and how to mitigate/manage that risk* Negotiating payments and payment agreements that are suitable for the customer but within the boundaries of the companies' policies and processes. Such as basic extensions for longer time (21 days up to 30 days) through to longer arrangements spanning up to a 6-month period.* Taking payments* Discussing changes to the account within remit to work better for the customer such as a more suitable billing date.* Discussing Credit file impactsLevel 2 technical support* Assisting customers with their technical problems, drilling down through effective questioning to gain understanding of the issue that is being experienced.* Checking network systems to monitor mast health, engineer tickets and possible faults/maintenance.* Submitting tickets to the relevant team for further investigation if a problem is not resolvable without further assistance. (For example, raising a complex fault or issue with the networking/complex incident team)

Job role is the same as the Customer service advisor, with customer care at the forefront of every interaction and due to this mentality I achieved the top possible bonus achievable in my role month on monthI was part of the first customer service chat team which allowed me to assist in setting the standard of what is expected via this channel of customer contact within the company.With being part of the first team on this department this has allowed me also to provide feedback and insight on numerous thing to aid in a better way of working and providing customer service via this platform.

• Taking customers mobile billing queries over the phone.• Assisting with technical issues to the point I could no longer proceed (due to system access)• Maintaining and exceeding targets KPI's set out by the company.• Problem solving• Complaint Management• Resolving complaints and dealing with complex/sensitive situations• Dealing with customers with different communication requirements.

Intensive 4-month cyber security training & workplace readiness programme.Solving real problems in the areas of;- Cyber Security Culture & Awareness- Cyber Security by Design- Access Control- Offensive & Defensive Security- Business Continuity & Incident ResponseCurrently studying for;- British Computer Society's Certificate in Information Security Management Principles (BCS CISMP)- ISO 27001 Foundation Certificate- CompTIA's Security+- Cloud Security Alliance's Certificate of Cloud Security Knowledge (CSA CCSK)- CAPSLOCK's Certified Cyber Security Practitioner (Ce-CSP)

I assisted customers with their shopping, ranging from finding products for them right through to putting their shopping through the tills and taking payment.