Led, managed and motivated a team of 10 Customer Centre Advisors. Taking up to 1100 calls a week and working closely with sales designers. The team’s role is to proactively engage with potential and existing customers to promote our design service and book a design visit whilst setting out the benefits of our premium customer journey. In a competitive market we were also required to support the launch of new products, generate customer loyalty and repeat business. Fully accountable for performance, employee engagement and ensuring our customers are delighted with their Thomas Sanderson experience.

I manage a team of advisors in our contact centre. Inspiring them to achieve key targets for appointments, financial return per appointment and quality whilst ensuring employees are highly engaged. Enabling each Customer Adviser to reach their potential and be a high performing member of the contact centre I hold 121s and PDRs to agree individual objectives. Identify and nurture talent & team. I strive to create a high performance culture through consistent and inspirational leadership. Always ensuring communication is on brand, on message and inspiring across all communication channels including Team Huddles, emails and incentives.Overseeing the fair delivery of team or campaign incentive schemes that drive motivation and performance. Alsomaintaining regular and consistent team and campaign communication channels, such as team boards, toolkits, team news etc.On a daily basis I review performance vs trends and make the required adjustments to achieve weekly and monthly targets. Owning the high performance plan for team and each individual to ensure targets are achieved and the required volume of 121, coaching, and weekly reviews are completed for all reports.Ensuring all company process and procedures are adhered to with regards to Absence and Timekeeping Management, Performance Management, Disciplinary and Grievance, and all other process and procedure relating to delivery of the TM role. General supervisory duties required to administer to team such as processing wages, HR and resourcing admin etc.

Handling outbound and inbound enquiries for the UK’s leading company of interior blinds and shutters whilst pitching these into appointments, for both residential and commercial clientsUtilising analytical reports to achieve a variety of key performance indicatorsExcelling in a target based environment, consistently being amongst the top tier of performers in the departmentManaging diaries to maximise coverage of sales designersUse of call media software and Microsoft officeAn excellent knowledge and implementation of departmental processes

• Experience of a high volume store at peak trading period.• Delivering excellent customer service, dealing with customer enquiries, cash handling, merchandising and liaising with the stock room department.• Good experience in how a very high volume store operated, whilst identifying opportunities and successes.

• Hugely increasing turnover, a prime example being Friday nights with an increase of approx 300%.• Identifying an opportunity in the market, I established the pub as a major music venue.• Aggressively increasing weekday sales, added 2 additional darts teams, an additional pool team, established and promoted jam nights and a charity evening, ensuring guaranteed customer base.• Took over lease of the pub in April, starting our own business. • Full financial control, understanding and utilizing profit & loss procedures.• Experience in running own business, full responsibility for all aspects.• Invaluable experience in dealing with ‘difficult’ customers whilst still promoting customer service.• Marketing of the business, through many media types, i.e. local press, radio, mail drops.

• 11 years experience in retail management.• Launched the ‘trade-in’ process in store, with the store regularly coming in top 3 of district.• Effective recruiting, training and continual coaching, whilst striving to create a fun, yet productive environment to work in, resulted in very low staff turnover.• Strong use of report analysis e.g. profit & loss to ensure maximum bottom line profit.• Extremely high customer satisfaction levels, with mystery shopper results of 90%. • Inventory management: stock checks, performing full stock takes every month, ordering via phone and epos, returns, date rotation of perishable goods, delivery processing, including short shipment/ damaged delivery management, storing and filing product.• Admin: Compiling and analysing reports, data entry, ensuring customer accounts are entered correctly and completely.• Cash Management: including banking and dealing with discrepancies.• Effective staff management of a team of 15 staff.• Gained skills in up-selling in a target driven environment and achieving add on sales.