Thomas Newsham Email and Phone Number

Account Manager for high profile customer. Managing customer expectation with end customers and stakeholders within BT Group. Ensuring the end-to-end delivery of a variety of BT services. Processing and validating end-to-end order data for BT services, relating to a variety of products that BT offer its key customers, including SOGEA, IP Clear and PSTNEnsure all processes and procedures are kept up-to-date and accurately reflect customer enviroments and requirements. Manage and drive all services through the adoption and implementation of ITIL processes and procedures. Responsible for collating monthly figures for high profile customer accounts to be sent to key stakeholders within BT Group.Contract specific security clearance.

Project lead for implementation of Case Management System to Back Office function to enable fellow Leadership Team to monitor and coach advisors on their productivity KPI's. Performance management and delivery of all HR processes related to people management, wellbeing, employee relations in line with HR policy, guidelines and our compliance regulators.Responsible for monthly completion of customer / advisor interaction evaluations in line with compliance standards whilst ensuring advisors adhere to Vodafone's Brand Tone of VoiceResponsible for managing a team of skilled advisors (10-14 FTE). Coaching, developing, motivating, and setting clear and stretching performance goals through a delivery of robust 121 and SMART coachingDaily management of individuals on a 121 basis. Proactively build relationships with the key internal stakeholders and the wider support departments to ensure efficient escalation paths are used to expedite fixes for route causes and offer resolutions to out of process or fragmented customer complaints Handle and uphold all compliance, data protection and regulatory standards of customer case management in line with Vodafone SLA and FCA (Financial Conduct Authority) by managing all customer contact to a very high quality of communication

Coordinating training to all team members in order to ensure they are equipped with the knowledge and skills to fulfil their respective rolesFacilitated training programmes delivered to new recruits which covered numerous different sectors ensuring our new starters were readily equipped to fulfil a variety of roles. This ranges from providing constructive feedback in various styles accustomed to individual needs and providing 100% audits in real time on initial work completed by agentsCreated extensive training that ensure the business falls in line with regulatory procedures whilst driving performanceAssist in the recruitment process to ensure interviews are conducted in a professional manner and that all candidate's operational based queries are fully addressed.

Oversaw all 5 Manchester Airport Terminal 2 stores with a focus on staff wellbeing and general management tasks including rota creation, day to day store operations and new starter training including initial interview and onboarding/ orientation. Core member of new store opening based of customer satisfaction reviews and sales figures for our technology products. Oversaw initial store floor plans, product placement, security entry for construction team and hiring and training of initial team. Responsibilities:Management of multiple stores & staff / Delegation of daily operational tasks / Liaison with external departments i.e. suppliers & airport operations / Cash Handling of takings in excess of £10,000 / Sole set up & close down of stores / Operational & Management Member of new store planning & opening team