About Jack
A driven, highly organised professional with a breadth of experience in performance management and staff development. Currently working in a Customer Relationship Management role for a commercial arm of one of the largest volunteer-led charities in the UK. Seeking exciting opportunities to work with values-led organisations that want to develop their CX/UX proposition.
English
Native or bilingual
Can work on-site
Brighton and Hove (up to 50km)
Experience
- Scout StoreCustomer Relationship ManagerRETAIL (SMALL BUSINESS)April 2022 - Today (4 years and 2 months)Lancing, England, United Kingdom- Creation and implementation of the contact centre (omni-channel) customer service framework- Be the voice of the customer to ensure customer/member-centricity is baked into the trading and business decision making processes- Develop, deploy and oversee new strategies around customer service/ member experience- Building out the support platform to ensure we are launching new channels for customers, whilst engaging change management techniques with all users affected- Drive departmental service level agreements and Key Performance Indicator compliance- Manage the end to end Returns process, strategy and staff performance- Deliver staff training, utilising quality monitoring and data analytics- Provide customer data and feedback to the business ensuring a customer centric approach- Manage relationships with key third parties/suppliers such as Zendesk, Trust Pilot and Yotpo- Line management responsibilities for up to 20 members of staff (including supervisors)- Ensure strong inter-departmental relationships are maintained- Research and implement new systems/software to enhance customer experience- Working on data, insights and customer feedback to drive improvements to the business
- Scout StoreSupport Center ManagerRETAIL (SMALL BUSINESS)May 2018 - March 2022 (3 years and 10 months)Essex, UKDual site role managing two separate contact centre functions, across two directorates.- Handling furlough/redundancy processes with staff during pandemic period- Mass recruitment across both teams, as the business recovered from the pandemic- Embedding a high performance culture with clear KPI's & SLA's for the head office team- Creation of the contact management framework- Implementation and ongoing management of Zendesk
- italk ltdStaff Training & Development OfficerTELECOMMUNICATIONSSeptember 2014 - May 2018 (3 years and 8 months)Brighton, UK- Analysing a large volume of sales data to identify specific trends and areas for development- Creating weekly reports with commentary, for senior management, covering team performance- Daily quality monitoring to ascertain training needs for sales team of 30-60 advisors- Delivering two-day intensive training program for induction of all new recruits- Producing structured performance improvement plans for underachieving advisors- Carrying out large quantities of 121 training to provide concise actionable feedback- Supporting the management team with building and presenting training modules for the wider business
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Education
- Sport and Exercise ScienceBHASVIC2013Sport and Exercise Science