Thomas Oldham Email & Phone Number

Manchester Area, United Kingdom

Leading a team of 22 sales agents on a high performing inbound campaign. - Driving high team and individual performance using an array of targeted coaching, quality checks, and 1-1's to ensure agents feel engaged. - Monitor KPI's to ensure adherence to company and client standards and targets. - Complete call quality and coaching daily with agents, and using data to drive conversations with agents around performance. - Present business updates daily to internal and external stakeholders. - Closely manage financial targets for the campaign, making sure agents understand individual financial goals that make up part of the KPI's. - Create ad-hoc reporting tools to monitor challenges and present data in a digestable format.In this role, I have had to maintain compliance with both OFCOM and FCA regulations.

Manchester Area, United Kingdom

Leading a team of out of hours helpdesk opperators, who managed emergency out of hours facilities requests as well as in hours general support.- Manage critical incidents from a range of high profile clients, and monitor these from call in through to completion, providing updates to both internal and external stakeholders throughout the request. - Provide business updates to clients, reporting on contractual service level agreements, individual account priorities, and internal KPI achievements. - Liasing with both internal and 3rd party contractors to ensure that high priority and emergency jobs were being completed within contracted service levels. This includes emergency out of hours requests where timely fulfilment is essential. - Completing 1-1 meetings with team members, as well as completing ad-hoc training to the team on new processes and procedures. - Conducting call quality and coaching sessions to help the team achieve perfomance KPI's. - Led internal process changes and projects, including a complete overhaul of our business continuity process in the event of a system outage. This was implemented across the business. - Reviewing and updating internal knowledge banks with updated contacts, priority levels, agreed response times, and service catagories. - Manage customer complaints from first contact through to resolution, liasing with different internal departments and external contacts to ensure a timely and complete resolution.

Manchester, United Kingdom

Promoted to Manager at Pearson to run a team that was helping a select band of customers on to a brand new online platform for running qualifications. - Responsible for recruiting 10 direct reports, ensuring adequate training, both structured and informal, was taking place in order for the team to be able to support customers at launch. - Ensured that all team members were meeting the targets of their core responsibilities within their role - Regular duties included conducting one to one meetings, creating individual training plans, mentoring and coaching, rota and holiday allowance management across four separate teams to ensure adequate customer support was available at all times. - Leading on customer focused projects, including project planning and brief creation, to improve customer interactions with online qualification platforms. - End-to-end responsibility of complaints procedure including, but not limited to, communication with customers, investigation of complaints and situations, specific coaching, training and remediation.

Manchester, United Kingdom

Providing support to exams officers in schools and colleges to ensure the smooth running of qualifications and exams for students. - Responsible for building relationships with 200 exams officers across the country whilst being their single point of contact when they needed help or advice, whether by phone or email. - Regularly created and conducted bespoke training, delivered both in person and online, for exams officers and internal colleagues regarding changes to qualifications, regulations and/or requirements. - Worked with teams across multiple departments and sites to guarantee timely and appropriate resolutions - Ensured work was logged accurately and appropriately at point of contact to guarantee correct information was being captured. - First line technical support and expertise for multiple software platforms used to run and administer qualifications.

Manchester, United Kingdom

As an Operations Expert, you and your team have the incredible responsibility of ensuring products take the final step in the supply chain: getting into customers' hands. You're in charge of the store's entire inventory — products, parts, tools, supplies and everything else. You make sure your team has the support, knowledge and resources required to maintain product availability, complete inventory tasks and keep the stockroom organised as new products arrive. You're in constant contact with the management and leadership teams, sharing data about the status of products and parts. And when exciting new products arrive, you're the first to open them up and present them to the entire store team. Apple makes the products, but you make it happen by being ready to place our products in customers' hands.

Manchester, United Kingdom

As a Specialist, you’re highly skilled at uncovering customers’ needs, then following through with enlightening solutions. Not only are you the first person customers meet when they enter the store, you’re also the person who guides them — advising, selling and even setting up their new products. You perform other roles within the store too, whether it’s maintaining visual merchandising or assisting team members. Always curious, you stay on top of news about products and initiatives, ready to apply your learning in customer interactions. Your success is measured by team and individual productivity as well as overall store performance. You’re proud to represent Apple, and you get great satisfaction from helping customers develop lifelong relationships with Apple.

Manchester, United Kingdom

As a Starbucks Supervisor you will use your initiative to ensure the store runs smoothly and all of our customers leave feeling happy and satisfied with the service provided. You will lead and motivate the team and also delegate responsibility. Don’t worry, you still get to become an expert in coffee and prepare all of our popular products but this is a chance for you to learn the management ropes and learn what it takes to supervise and manage a store effectively!