Christopher Hughes
Timperley,Cheshire
Summary
Accomplished and results-driven professional with over seven years of experience in customer service, collections, and financial management, specialising in credit control and debt recovery.
I have developed a proven ability to manage customer relationships, resolve complex debt issues, and deliver tailored financial solutions while ensuring full regulatory compliance.
My experience includes negotiating payment plans, maintaining accurate records, and providing empathetic customer support, all while consistently meeting performance targets.
I bring a keen understanding of both customer needs and business objectives, along with expertise in handling sensitive situations with professionalism and tact.
My analytical skills and ability to create bespoke repayment plans have helped me exceed key performance indicators (KPIs) across various industries, including telecommunications and utilities.
Known for my ability to adapt swiftly to new systems and processes, I consistently strive to improve service delivery and customer satisfaction.
Seeking to leverage my background in collections and financial management, I am eager to apply my expertise in a new role that offers fresh challenges and opportunities for growth in the customer service or collections sector.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work history
Customer Advisor
Scottish Power (via Sigma Connected Ltd)
Cheadle
09.2024 - 12.2024
- Provided empathetic customer support, addressing queries and reassuring customers while guiding them through account management processes.
- Accurately updated customer records, ensuring all account interactions were documented to maintain data integrity and streamline service delivery.
- Prepared and issued personalised correspondence, keeping customers informed of account changes, payment arrangements, and available support options.
- Referred customers to financial assistance programmes such as StepChange, enabling them to access expert guidance and debt management tools.
- Facilitated access to the Warm Home Discount, assisting eligible customers in securing financial relief to manage energy costs.
- Recommended and set up tailored tariffs, aligning energy plans with customer needs and promoting cost-effective solutions.
- Developed bespoke instalment plans, ensuring repayment schedules were manageable for customers while achieving business objectives.
- Ensured GDPR compliance, safeguarding customer data and adhering to industry standards during all account management activities.
Collections Specialist
Verastar Ltd (Clear Business)
Sale
03.2019 - 09.2024
- Promoted from Collections Advisor to Collections Specialist, assuming a central role in recovering overdue B2B payments by engaging directly with business owners, managers, landlords, and tenants.
- Handled complex cases involving account suspensions, terminations, and payment plans, balancing customer needs with organisational objectives to deliver fair and effective solutions.
- Designed bespoke, sustainable repayment strategies, addressing overdue balances while fostering positive, long-term customer relationships.
- Negotiated flexible payment arrangements, combining expert advice with a customer-focused approach to consistently achieve and surpass key performance indicators, including call time, payment collection, and account resolution rates.
- Maintained precise and up-to-date account records, ensuring full compliance with regulatory standards and enabling smooth handling of sensitive accounts.
- Demonstrated professionalism and tact in managing challenging situations, earning recognition for achieving high levels of customer satisfaction and delivering on business priorities.
- Successfully navigated high-pressure scenarios, resolving disputes and securing payments while maintaining a focus on building trust and loyalty with customers.
Enquiry Assistant
Express Solicitors
Didsbury
09.2018 - 12.2018
- Acted as the first point of contact for clients, responding promptly to website inquiries, phone calls, and in-person consultations to provide a welcoming and professional experience.
- Facilitated clients through detailed, industry-specific questionnaires, carefully documenting their injuries and incidents to create comprehensive case files for review by the firm's partners.
- Handled sensitive client interactions with discretion and empathy, ensuring they felt supported and respected throughout the process.
- Maintained accurate and organised case files, managing both physical and digital records to ensure seamless access for the legal team.
- Oversaw the team’s meeting schedule, coordinating tasks and ensuring efficient collaboration within the New Client Team.
- Provided key administrative support, streamlining operations and contributing to a smooth and effective client intake process.
Customer Service Advisor
Galaxy Optical Services
Altrincham
10.2016 - 05.2018
- Managed a high volume of eye test and contact lens appointments, ensuring efficient scheduling and providing a seamless experience for clients.
- Maintained accurate and detailed client records, verifying personal and medical information to uphold compliance and support smooth daily operations.
- Delivered exceptional customer service, addressing queries with professionalism and creating a welcoming atmosphere to enhance satisfaction and loyalty.
- Built strong client relationships, fostering trust and ensuring each individual received personalised care tailored to their needs.
- Developed expertise in operational efficiency and data accuracy, contributing to the success of the practice and ensuring high standards were consistently met.
- Strengthened key skills in customer interaction, organisation, and attention to detail, establishing myself as a dependable and client-focused team member.
Education
Diploma - computer systems, software, and networking
Trafford College
Manchester 09.2014 - 06.2016
GCSEs - Information Technology, English, Mathematics, Science
Altrincham College of Arts
Manchester 09.2009 - 07.2014
Skills
- Debt Recovery & Payment Negotiation
- Customer Relationship Management (CRM)
- Communication Skills (Verbal & Written)
- Problem-Solving & Conflict Resolution
- Data Accuracy & Record Keeping
- Financial Management & Budgeting
- Compliance & Regulatory Knowledge
- Adaptability & Learning New Systems
Affiliations
- Gym & Fitness
- Online Competitions
- Investing & Cryptocurrency
- Personal Development
- Photography
- Travel & Holidays
- Food & Dining
References
References available upon request.
Timeline
Customer Advisor
Scottish Power (via Sigma Connected Ltd)
09.2024 - 12.2024
Collections Specialist
Verastar Ltd (Clear Business)
03.2019 - 09.2024
Enquiry Assistant
Express Solicitors
09.2018 - 12.2018
Customer Service Advisor
Galaxy Optical Services
10.2016 - 05.2018
Diploma - computer systems, software, and networking
Trafford College
09.2014 - 06.2016
GCSEs - Information Technology, English, Mathematics, Science
Altrincham College of Arts
09.2009 - 07.2014
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