My first 10 months here were working as a Case Manager, investigating customer complaints and working with network Retailers to provide a swift outcome in line with client policies. Typing skills and excellent phone manner have been essential for this.I have since been working as a Live Chat agent for the same client, responding to inbound web chat queries and complaints. Typing speed and accuracy have been essential and previous skills in my Case Management role have proven very useful. Due to being an experienced member of the team I have been heavily involved with coaching new starters and helping implement new policies and incentives on the floor.

Taking inbound calls and answering customer queries, performing cash and stock transfers and assisting with account technical queries. Also working with back office teams to maintain anti-fraud protection and update customer details.

In this role, I was a team leader at a direct sales office based in Leeds, which is seeing huge growth. I was responsible for training new recruits, training others in the office who have been there for a longer period of time, and I also help in the recruitment process of potential applicants.