Customer Service Manager
About Candidate
Education/Qualification
- AAT Level 2 completed
- 1986 Crompton House School – GCSEs including Mathematics and English
- 1999 – Bookkeeping
- 1998 – Payroll
Systems used
- Excel including Lookups / Pivots / Sums
- Various CRMs
- Accounts Packages
- Word & Outlook
Career Summary
Current Employer – Homeowner Association (Various roles from 2004 – Present)
Position – Contact Centre Team Manager
Dates – December 2016 – Present
- Reports to the Head of Customer Services and is currently managing a team of eight Contact Centre Advisors, providing guidance, training, and support to ensure consistent delivery of high-quality service
- Monitors performance metrics, ensuring that service levels, quality standards, and KPIs are consistently met in line with in-house procedure and Housing Regulations
- Leads recruitment, onboarding, and performance reviews for Contact Centre staff
- Coaches and mentors team members, fostering a culture of continuous improvement and professional development
- Collaborates with other departments to resolve customer issues to improve overall service delivery
- Successfully implemented initiatives to improve team productivity, customer satisfaction, and employee engagement
- Developed and delivers training programs for new staff, ensuring alignment with company standards and service objectives
- Played a key role in the strategic planning of contact centre operations, contributing to process improvements and the enhancement of customer experience
- The team is audited every twelve months internally to ensure team is logging and following proper process
- Audits working practices monthly – quality checks / spot checks / correct logging and reporting
Position – Contact Centre Advisor
Dates – 2009 – 2016
- Provided first-line support to customers, addressing a wide range of enquiries related to social housing services, tenancy management, and maintenance requests
- Ensured all customer interactions were handled professionally, empathetically, and in a timely manner
- Identified opportunities to improve service delivery and worked closely with the team to implement solutions
- Regularly exceeded individual and team performance targets in call handling, response times, and customer satisfaction
Position – Customer Service Advisor
Dates – 2004 – 2009
- Assisted customers with enquiries regarding housing services, applications, and general support
- Built rapport with customers and provided accurate information, resolving issues, and ensuring a high level of satisfaction
- Managed administrative tasks including record-keeping and database updates
- Handling payments (cash and cheques)
Previous Employer – Wholesaler
Position – Credit Controller
Dates – 2001 – 2004
- Managed the company’s Credit Control process, ensuring timely collection of outstanding payments and minimisation of bad debts
- Liaised with customers to resolve overdue accounts, negotiating payment terms, and setting up payment plans
- Regularly reviewed aged debt reports and escalated unresolved accounts to senior management
- Worked closely with Sales teams to monitor accounts, resolving discrepancies, and ensuring cash flow efficiency
Previous Employer – Real Estate Agent
Position – Accounts Assistant
Dates – 1994 – 2001
- Managed Purchase and Sales Ledgers, ensuring accurate and timely processing of invoices and payments
- Processed weekly and monthly payment runs, coordinating with vendors and suppliers to ensure smooth transactions
- Assisted with Credit Control duties, chasing overdue payments and ensuring cash flow targets were met
- Handled account reconciliations, maintaining accurate financial records, and preparing reports for senior management
Previous Employer – Life Insurance
Position – Insurance Clerk
Dates – 1991 – 1994
Previous Employer – Insurance Agency
Position – Insurance Clerk
Dates – 1981 – 1991
Previous Employer – Boat Hire Service
Position – Office Junior
Dates – 1986 – 1989
