Sian Higgins Email & Phone Number

Colnbrook, England, United Kingdom

• Temporary position to help with a new project.• Answering customer queries via email and on the telephone.• Liaising with other departments to ensure efficiency and great customer service.• Communicating with challenging customers.• Knowledge of new customs regulation (ICS2.2).• Delivering training.• Developing knowledge of using excel and CSV files for customer uploads.

• Completing the weekly invoicing on quickbooks.• Organising engineer’s diary’s and checking all works complete.• Social media updates.• Answering the telephone.• Arranging appointments with tenants to attend property’s to complete electric works.

Tolworth

• Assessing calls to assure all regulations and guidelines are being followed by the call centre and to assure we are treating our customers fairly.• Assessing correspondence/emails to assure all regulations and guidelines are being followed by the customer management team and the specialist support team.• All calls/correspondence/emails assed are marked on a score card. The scorecard has all different areas to score. These include a customer experience section and process and procedure… Show more • Assessing calls to assure all regulations and guidelines are being followed by the call centre and to assure we are treating our customers fairly.• Assessing correspondence/emails to assure all regulations and guidelines are being followed by the customer management team and the specialist support team.• All calls/correspondence/emails assed are marked on a score card. The scorecard has all different areas to score. These include a customer experience section and process and procedure section.• Carrying out additional analysis based on risked identified.• Attending calibration sessions to ensure marking is consistent across the team. These are also conduct with SOMS and TL.• Attending team meetings with Call agents and Team Leaders to discuss the most common fails within the call centre and improving agent performance based on previous month analysis.• Provide analysis on adherence to process, compliance and work with the Team Managers/Team Leaders to support facilitating constructive feedback to Account Managers• Organising my own work load. We are set a certain amount of calls/correspondence/emails per month and these must be completed within that month.• Providing clean feedback to the agents on the scorecard in order to not cause offense or to be opinionated. Comments must be clean and factual and improve agent performance.• Assessing escalated/complaint calls completed by Team Leaders/Managers.• Giving recognition to people when they display excellent customer experience on calls.• Reporting risks when identified. • Completing role play calls for new starters within the business before they go live on the phones.• Side by side call listening with agents to enhance their knowledge.• Organising monthly team bonding session to boost Team moral, this includes creating Quizzes and organising events outside of work.• Assuring that we are up to date with current FCA regulations this includes GDPR. Show less

Tolworth

• Dealt with interdepartmental queries.• Received and responded to emails from customers & 3rd parties.• Actioned customers various requests which they have sent in via letter & email.• Assured the customers letters/emails are dealt with efficiently and assure that the customer has been treated fairly and all points responded to.• Dealt with vulnerable customers and assured their accounts are dealt with sensitively and fairly.

Colnbrook, England, United Kingdom

• Answering customer queries via email and on the telephone• Arranging delivery/returns of implants to hospitals and clinics around the UK.• Arranging and organising the warehouse into coded order• Keeping spreadsheets to 100% accuracy to determine stock.

Uxbridge

• Dealt with all Foreign Body Complaints & alleged Food poisoning complaints.• Liaised with customers and suppliers regarding the complaint received.• Requested product specifications to establish what ingredient's is in the food product in question.• Other general administration duties.