To provide front-of-house support to the nursery to ensure that the highest level of service is provided to the customer, whilst supporting the business.

Conduct the required amount of call evaluations as per the Quality Assurance Managers instructionsEnsure all complaints and breach issues are communicated to management when detectedDeliver high quality service at all timesMeet any required targets and contribute to business and team targetsEnsure that all compliance rules as per the NFS QA Framework are adhered to at all timesAdhere to all company policies as per the employee handbookMaintain a sound understanding of associated systems, processes and proceduresPromote effective communication within your team, sales agents and managersInitiate initiatives around improving areas of weakness across the floor in relation to phone performanceHelp to ensure consistency in communicating feedback to the sales agents

Proud to be the Quality Team Leader for the Customer Joy team at Boden for the last 14 years. I have excellent written skills. Writing procedures and training material for our 3 Customer joy teams. I have a passion for presenting, displaying a positive and uplifting disposition which enables me to inspire my team members to perform at their best. As Quality Team leader for our Customer Joy Team, I am accountable for:- Training design and delivery for our new recruits and existing team members. Able to engage and inspire our team to perform to their best.- I have written system training programs (Webchat) as well as product knowledge workshops. Which I have delivered to groups varying from 2 to 35. Giving me strong interpersonal skills and a passion for presenting.- Team performance and development. Ensuring my assistants work is of standard. Holding monthly 121, identifying areas for development and setting measurable objectives.- Quality monitoring all customer contacts monthly. Monitoring GDPR, telephone manner, procedures and accuracy. I have an extremely methodical attention to detail to ensure I am able to give feedback and set objectives.- Collating information from other departments and communicating this to our Customer Joy Team to keep them abreast with what's going on and stay engaged with the brand. Natural ability to build positive and constructive relationships across different areas of our business.