Eloise Mcgurk
Kingston Upon Thames,London
Summary
Dynamic Customer Service Team Leader with expertise in conflict resolution and team development. Drives performance improvement through effective coaching and mentoring, ensuring high levels of customer satisfaction. Manages escalated complaints and collaborates with legal teams to uphold compliance and operational standards.
Overview
13
13
years of professional experience
Work History
Customer Service Team Leader
Fenwick Ltd
Kingston Upon Thames, London
04.2022 - Current
- In August 2025 I was promoted to a Team Leader in our department and in this role I have taken on more managerial duties including supporting our Legal team with escalated complaints, managing the team and supporting with note taking in disciplinaries.
- Assisted team members daily by providing guidance and support during customer interactions. as senior advisor and handled customer escalations.
- In November 2022 I was promoted to a Senior Customer Service advisor.
- In October 2022 I was made a permanent member of the team
- Started in April 2022 as temp handling customer calls, complaints, and deliveries, ensuring customer satisfaction and timely resolution of issues.
- I currently work full time in the online Customer Service department of Fenwick in Kingston.
Contact Center Agent
Currie Motors
Twickenham, London
10.2021 - 01.2022
- Handled inbound and outbound calls to remind customers of upcoming MOTs, and processed online, 1link, and Netdirect bookings, along with responding to customer emails.
- Streamlined communication by removing personal pronouns in Kerridge system, enhancing clarity in customer bookings for servicing, MOTs and diagnostics.
- Managed bookings department at Currie Motors' head office, coordinating customer service operations.
Sales Executive
Interact CC
Richmond Upon Thames, London
03.2018 - 10.2021
- Supported up to 4 customers simultaneously in selecting broadband, landline, and sim contracts.
- Facilitated customer retention efforts by managing renewals and upgrades.
- Oversaw PlusNet campaign on Live Chat to enhance customer engagement.
Multimedia Department Head
Clas Ohlson
Kingston Upon Thames, London
01.2014 - 03.2018
- Managed stock and merchandising for Multimedia department, ensuring optimal product availability and presentation.
- Completed cash office training and managed daily banking for the store, including cashing up tills each morning and evening.
- Reviewed and evaluated departmental performance, presenting reports to senior management with actionable insights and recommendations.
- Coordinated with managers to effectively plan and direct organisational tasks.
- Conducted regular performance reviews, offering constructive feedback and setting individual objectives.
Education
Btec Level 3 - Photography
Kingston College
Kingston upon Thames01-2011
Btec level 2 - Media Studies
South East Essex College
Southend-on-Sea, SOS01-2010
GCSEs -
Mayflower High School
Billericay01-2009
Skills
- Customer service
- Complaint handling
- Customer relationship management
- Conflict resolution
- Technical troubleshooting
- Legal compliance
- Process improvement
- Performance coaching
- Team management
- Team Leadership
- Leadership excellence
- Effective communication
- Excellent time management skills
- Customer satisfaction focused
- Professionalism
- Positive attitude
Timeline
Customer Service Team Leader
Fenwick Ltd
04.2022 - Current
Contact Center Agent
Currie Motors
10.2021 - 01.2022
Sales Executive
Interact CC
03.2018 - 10.2021
Multimedia Department Head
Clas Ohlson
01.2014 - 03.2018
Btec Level 3 - Photography
Kingston College
Btec level 2 - Media Studies
South East Essex College
GCSEs -
Mayflower High School