Simon Hand Email & Phone Number

Stoke-On-Trent, England, United Kingdom

Key Responsibilities:-I was responsible for overseeing our North and Scotland Region and the 7 clinics located here. This involved ensuring the smooth operation of the clinics and managing the clinical teams within the area.-Liaising with consultants and organising dates for them to work within our private clinics. Balancing their availability with the needs of the business and volume of patients. -Resolving complex complaints and escalations from patients.-Recruiting and onboarding new members of staff. -Ensuring effective communication between head office and the clinical teams. Visiting the clinics and building/maintaining great relationships with the staff. -Facilitated the smooth running of the clinics, ensuring compliance was adhered to, stock counts and deliveries were timely and any issues were handled fully.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities:-As the incoming Live Chat Supervisor, I was responsible for launching our Live Chat product and overseeing its implementation with the existing website. I worked closely with my manager to ensure the launch went smoothly and training was provided. -Coached and developed my team, ensuring KPI’s were clear and developed their skill set to meet any challenges we faced. -Handled Live Chats regarding booking and providing full advice and details of the varicose vein treatments offered by the company. This required me to build my knowledge quickly in order to become a source of support and advice for both my team and the patients.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities:-Running the daily operations of the chat department. These include gathering KPI statistics, any information the Hosts will need for the day, relaying technical queries to the relevant teams and handling complaints. -Managing the hosts on the floor, ensuring they are providing world class entertainment for our players in addition to assisting them with any product/technical queries.-Building daily rotas for the following morning. Ensuring that each shift is balanced and fair for all hosts and any specific holidays, meetings or special requirements are accommodated.-Working with our Entertainment Programming team to schedule chat hosts for filming adverts, promotions and live shows. -Ensuring that we are always proactive when it comes to our players' welfare and if they are playing responsibly. If an issue arises, I will contact the player to discuss their account and game play in accordance to our responsible gaming policy.-Scheduling holidays, training, project work and meetings for team leaders, supervisors and hosts. I must use my judgement to ensure that these requests do not negatively impact the shifts throughout the year.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities: -Keeping our community of players entertained and engaged in our award winning chat rooms onsite.-Promoting onsite offers and identifying the most effective manner to do this, depending on the situation, time of day and the room I was currently in. -Handling any technical/knowledge based queries players may have, as well as reporting technical issues to my supervisors.- Actively ensuring all our members are playing responsibly and being vigilant for any signs of potential causes for concern. -Creating and running effective promotions, which generate engagement and a real sense of excitement in our chat rooms. -Coordinating and delivering the 2 week induction training for new chat hosts. Following this, providing assessments and feedback to guide them through the 12 week probation period. -Live presenting content from our studio, delivering unique games and ways to interact with our player base.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities: -Handling an average of 60-70 inbound calls a day, ensuring I always maintained a high level of customer service and to deal with queries efficiently. -Handling calls from retail stores and authorizing them to take actions such as refunds, exchanges and repairs for customers. -Noting customer accounts clearly and concisely. -Resolving customer complaints after investigating their issue and offering resolutions that suited both the customer and the business. -Shadowing new advisors and providing coaching during their probation period.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities: -Managing the Fitness and Cycling department and staff as well as providing managerial cover when the store manager wasn’t present. -Building fitness equipment and bicycles for sale. Completing repairs and PDI checks on any customer units brought in.-Cashing up the tills at the close of business and ensuring all funds were accounted for and recorded in the proper manner. -Being proactive and driving the department to ensure KPI targets are met.

Stoke-On-Trent, England, United Kingdom

Key Responsibilities: -Working as a cashier. Operating the till system, serving customers and processing web orders. -Restocking the department and ensuring the displays were visually appealing, in addition to prices being clear. -Using my knowledge in the field to find the perfect product for a particular customer's needs. -Assisting other departments when needed, such as helping the footwear team.-Pricing, security tagging and sorting through stock that was delivered, so it could be placed onto the shop floor.

Staffordshire, England, United Kingdom

Key Responsibilities: -Assisting guests with any questions they may have and going the extra mile when possible. -Operating the rides in a safe and efficient manner.-Remaining flexible and working extra hours in the day if the park stayed open later than expected. -Cleaning the ride area and queue line at the end of each day. -Communicating any concerns and/or faults when encountered to the main operations center.