Summary
Overview
Work history
Education
Skills
Interest
Timeline
Generic

Alison Bennett

Maidstone,Kent

Summary

Proactive and results-driven people manager with over a decade of experience in leading high-performing customer service teams. Skilled in complaint resolution, coaching and development, stakeholder engagement, and continuous process improvement. Proven track record in managing large teams, enhancing service delivery, and creating supportive, positive working environments. Seeking to bring strong leadership, analytical insight, and service expertise to a dynamic, customer-focused organisation.

Overview

39
39
years of professional experience
2015
2015
years of post-secondary education

Work history

Assistant Manager

South East Water
Maidstone
01.2025 - 08.2025
  • Oversee daily workload allocation and prioritisation for a team of 15 advisors.
  • Review quality of customer interactions; lead coaching sessions and performance reviews.
  • Approve leak and cross-meter allowances and support agents in escalated cases.
  • Coordinate team huddles, training refreshers, field visits, and cross-team collaboration.
  • Train aspiring managers and support staff development and wellbeing.
  • Step up as full Team Manager as required, lead quality reviews and case efficiency drives.

Step-Up Manager

South East Water
Maidstone
07.2023 - 01.2025
  • Led team to exceed KPIs and service targets.
  • Delivered 1-to-1s, live coaching and monthly performance reporting to senior leadership.
  • Interviewed and trained a temporary Assistant Manager and supported new team members.
  • Identified and implemented workflow improvements across the team.

Assistant Manager – 10/10 Resolution & Complaints Team

South East Water
Maidstone
12.2019 - 07.2023
  • Managed resolution of complex complaints including Stage 2, CCW, and Waters regulator cases.
  • Reviewed high-level customer responses up to Director level.
  • Analysed customer survey feedback to identify service improvement opportunities.
  • Allocated work and ensured deadlines and promises were met across multiple teams.
  • Introduced and managed NEETs reporting for survey completion.
  • Recognised with Special Recognition Certificate for leadership during the COVID-19 pandemic.

Senior Support Roles (Advisor, Step-Up Senior)

South East Water
Maidstone
01.2013 - 12.2019
  • Progressed through several roles within the 10/10 Resolution and Customer Service teams.
  • Delivered high-quality frontline support and resolved queries to 10/10 standards.
  • Trained new starters and supported onboarding and buddying programmes.
  • Supported key process improvements and acted as senior in management absence.
  • Worked cross-functionally to resolve service issues and improve customer satisfaction.

Team Leader & Key-Holder

Laura Ashley PLC
01.2007 - 12.2013
  • Gained early experience in customer service, sales, stock management and team leadership.

Sales Assistant (Various roles)

01.1987 - 12.2002
  • Gained early experience in customer service, sales, stock management and team leadership.

Education

Level 3 NVQ -

Retail Management

EDI Level 2 Diploma - undefined

Retail Skills

QCF Level 3 - undefined

Managing Retail Teams

Voluntary Assistant - undefined

Molehill Copse School
01.2000 - 01.2001

Skills

  • People Leadership & Coaching
  • Customer Experience & Complaint Resolution
  • Quality Assurance & Service Improvement
  • Workload Management & Prioritisation
  • Stakeholder Engagement & Communication
  • Recruitment, Onboarding & Training
  • Data Analysis & Performance Reporting
  • Team Culture Development

Interest

  • Reading (History & Poetry)
  • Interior Design
  • Socialising with Friends

Timeline

Assistant Manager

South East Water
01.2025 - 08.2025

Step-Up Manager

South East Water
07.2023 - 01.2025

Assistant Manager – 10/10 Resolution & Complaints Team

South East Water
12.2019 - 07.2023

Senior Support Roles (Advisor, Step-Up Senior)

South East Water
01.2013 - 12.2019

Team Leader & Key-Holder

Laura Ashley PLC
01.2007 - 12.2013

Voluntary Assistant - undefined

Molehill Copse School
01.2000 - 01.2001

Sales Assistant (Various roles)

01.1987 - 12.2002

EDI Level 2 Diploma - undefined

Retail Skills

QCF Level 3 - undefined

Managing Retail Teams

Level 3 NVQ -

Retail Management

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Alison Bennett