Completing Opposition Analysis reports for clubs in EFL League One, Two & National League by attending games in person or viewing game videos via Instat & Wyscout to allow the first team management team to prepare for upcoming fixtures.Identifying patterns of play as well as how the team sets up and what shape they look to get into when attacking and defending.Also reviewing set pieces and providing feedback on what teams look to do when defending free kicks & corners as well as what they do in attacking set piece situations.

My current role consists of the day-to-day management of key client accounts using our Employee Background Screening platform. As well as being the Project Manager working alongside the Product Manager to ensure that the development and delivery of roadmap items is kept within the timeframes outlined. When required I have also filled in for the Product Manager in leading daily development team stand up and backlog refinement calls. I’ve also been a product expert when discussing with clients and internal stakeholders.In addition to this I have taken on ownership of the relationships with a number of third party suppliers who are key to the product.I have also led sessions with clients to gain a better understanding of how they use the platforms and how they could be improved to provide feedback to the product team when the product roadmap is reviewed.I have previously managed the facilitation of direct marketing campaigns on behalf of clients. As part of that role, I produced campaign delivery schedules which requires the input of various different departments within the business as well as external suppliers. This was then agreed with the client so that all parties are aware of their responsibilities. From here it was my role to ensure each department and supplier is on schedule to ensure each campaign is delivered effectively and that all internal and client deadlines are met.During the execution of each campaign I maintained regular contact with the client providing updates on the status of the campaign as well as resolving any queries that may arise.Once each campaign was delivered I was responsible for invoicing the client.I am also responsible for holding monthly or quarterly reviews with each client, either in face-to-face meetings or via conference call running through recent campaign execution, analysing the campaign performance and answering any queries the client may raise.

My role consisted of managing a team of household insurance Claims Handlers to provide a high level of customer service to numerous clients and their customers. As part of this role my main responsibility was to identify and provide coaching to the team to improve their skillsets and develop the way that they manage claims by passing on my knowledge and experience of managing claims as well as listening to calls and providing feedback on the calls with the Handler.To aid me with the identification of areas that my staff require coaching I regularly carried out quality checks on work completed against a pre-determined criteria to ensure that the output of work is at a consistent level across the team.As well as managing people I was responsible for maintaining on-going relationships with our clients by making regular visits to their offices and partaking in conference calls so any concerns can be raised. As part of this I was entrusted to make high level decisions so that any concern from the client can be addressed efficiently.As part of my role I had to make sure that SLAs are achieved and run various reports to provide the team with a focus to ensure that these targets are met.There was also a need for me to deal with escalated complaints on claims to ensure that progress can be made and the customer is happy. As part of this I would need to keep in regular communication with various parties such as the customer, insurance company, contractors and third-party suppliers to ensure the claim’s progress remains on the correct path.As part of my role I became certified by the CII in Claims. I had also completed an ACAS training course which allowed me to be used within HR cases as an Investigating Officer.

My role was a case management role within the Customer Relations Team. The role was the final point of escalation for any case, be this an internal complaint or external one which has been forwarded on from the John Lewis Head Office. I was then required to see each complaint through to a resolution being the customer's main point of contact and looking to resolve any complaint in the quickest and most cost-effective way for both the business and customer.I came into this role from the Customer Support Team which includes a variety of tasks such as being the first point of contact for a customer complaint coming via the front office as well as taking ownership of complaints and doing investigations to prevent further escalation.The role also dealt with incoming quotes for repair jobs carried out on audio and television products and if a quote is rejected the replacement process is then handled within the team where like for like products are sourced.The final aspect of this role was as an assist function for front line agents who are unsure how to resolve a case as well as helping with coaching tasks when required to assist team managers.I used my knowledge and skills obtained from working to develop and became a member of the call back team to assist with cases that could not be resolved at the first point of contact before joining the Admin team where I was fully email trained and took part in a written communication workshop developed by John Lewis head office and had great success with Mystery Shopping grading of my calls and emails.It was responsibility to resolve any issue presented using my own knowledge and experience or with reference to the John Lewis internal computer system.I had to be quick thinking and logical in my replies and must deal with customers in a courteous manner at all times.