Mentoring: supporting fellow colleagues with my senior experience, through shadowing sessions, support handling complex cases and as a floor walker.Calls floater: Supporting colleagues as a source of knowledge and floor walking for calls task escalations.Calls role play/shadowing: Passing on my knowledge to new colleagues, creating a safe learning environment for calls, sharing a best practice approach through live sessions.Creating new content to enrich the shadowing/role play sessions and working with the Evolve team.Working with other domains, such as the Vulnerable Customers team and Account Management to ensure customers receive fair treatment.Banned User Callbacks: Supporting customers dealing with difficult situations involving account closures, clearly communicating the status of their account, managing conflict, de-escalating difficult conversations and being assertive

Responsible for all functions of the Cardiff branch, including hiring employees, conducting high standards of training, staff development and overseeing branch duties. This includes building rapport with our new and existing customers, working with upcoming events in order to grow the business and effectively action in store promotions. Overall my responsibilities include:Boosting morale and improving performance within the workplace. Keeping the focus of the business needs first whilst also maintaining a healthy fun working environment. Providing clear and effective communication with the teams from Head Office and other branches.Focusing on team member’s individual personal growth to create opportunities to develop talents and potentialMonitoring success through Tripadvisor, Google reviews and promotions etc.Increasing revenue with returning customers by improving customer experience Ability to self-audit issues with the team, the rooms and the branch in order to improve the customer experienceCompleting assigned tasks within a timely and efficient manner.To be able to create flexible staff rota planning and control (Resuming Rota Control)Ability to see a conflict before it happens and resolve it effectivelyOverseeing the hiring process, providing high quality training and ensuring the team operates at their highest level.