Fayez Khan
Manchester, Worsley
Summary
Accomplished professional with expertise in operations coordination and service delivery, adept at managing client relationships and resolving complaints efficiently. Proven track record in facilities coordination, SLA management, and scheduling & resource planning, ensuring seamless service delivery. Strong skills in case management and problem solving, complemented by team leadership and commercial awareness. Proficient in technical report assessment and enhancing customer experience through effective use of Microsoft Office & systems. Committed to driving operational excellence and continuous improvement within dynamic environments.
Overview
8
8
years of professional experience
Work history
Scheduler
Mitie
Manchester, Wythenshawe (Hybrid)
03.2025 - Current
- Coordinate reactive and planned maintenance across 45+ national retail and commercial contracts, ensuring SLA compliance and minimal operational disruption.
- Manage daily scheduling and route planning for engineers across the East of England, maximising productivity and efficient resource allocation.
- Support end-to-end facilities management covering electrical, plumbing, HVAC, gas, fabric maintenance, and general building services.
- Review technical work reports and assess maintenance requirements to determine scope of works, engineering requirements, and suitable resolutions.
- Manage the commercial lifecycle of repair quotations, liaising with clients, engineers, subcontractors, and suppliers through to project completion.
- Coordinate specialist works involving subcontractors, materials, out-of-hours access, and site security requirements.
- Support service delivery across major retail, banking, and confidential contracts while maintaining operational continuity and strong client outcomes.
- Balance internal engineering resource against specialist subcontractor requirements to ensure efficient and cost-effective delivery.
Senior Case Handler
Virgin Media O2
Manchester, Wythenshawe (Hybrid)
06.2024 - 02.2025
- Managed escalated complaints within the Ombudsman department, acting as the final resolution point for complex customer disputes.
- Investigated service and finance-related complaints, including credit agreements, device finance, and fraud-related cases to ensure fair and compliant outcomes.
- Reviewed customer journeys across multiple systems, analysing evidence, timelines, and account histories to support case resolution.
- Liaised directly with Ombudsman case handlers, preparing concise case summaries and supporting efficient case closure.
- Maintained high levels of confidentiality and accuracy when handling sensitive customer and financial information.
Lead manager
Tenant Survey
South London (Remote)
01.2024 - 05.2024
- Progressed internally from a Team Leader position within the same organisation to support the launch of a new housing disrepair division.
- Relocated to London as part of a selected team to assist in establishing and developing a new operational office.
- Recruited, trained, and supported new team members, helping build performance and operational standards.
- Managed client relationships, providing guidance throughout the claims process and setting clear expectations.
- Assessed property disrepair issues, gathered supporting evidence, and maintained accurate case records to strengthen claim outcomes.
Team Leader
EcoGrants
Manchester, Exchange Quays (Remote)
08.2023 - 12.2023
- Specialised in door to door sales, working across various cities throughout the UK.
- My role involved offering tenants and homeowners free home improvements under a government sponsored scheme, currently known as Eco4.
- This role required me to have a dynamic approach as I engaged with homeowners directly, effectively communicating the benefits and eligibility criteria of the program.
- Provided clients with property information such as; EPC rating, boiler info (age, install date, type, brand/ model), current insulation type and depth, thermal transmittance of each room.
- Communicated effectively with clients, addressing their inquiries/ concerns.
- Used my knowledge of the scheme to assess customers' needs/complaints, and recommend suitable solutions as a non-obligatory service.
- Managed and maintained effective internal processes and ensured customer satisfactions.
- Achievements
- Key Responsibilities
Warehouse supervisor
Amazon Logistics
Manchester, Trafford Park (On Site)
11.2022 - 05.2023
- Coordinated warehouse operations in a fast-paced environment, ensuring productivity and operational targets were achieved.
- Maintained health and safety standards and supported quality control processes to minimise operational issues.
- Oversaw stock handling, loading, dispatch, and team coordination to support efficient operations.
Sales Assistant
Tessuti
Manchester, Trafford Park (On Site)
08.2021 - 01.2023
- Delivered high levels of customer service while consistently achieving sales and KPI targets.
- Provided tailored product recommendations and maintained premium visual merchandising standards.
- Recognised as Employee of the Month for strong performance and customer service.
Duty Co-ordinator
Zafrani
Manchester, Monton
01.2018 - 05.2021
- Supported day-to-day operations, staff coordination, and customer service within a fast-paced environment.
- Managed online and in-store orders, ensuring operational efficiency and service quality.
- Maintained stock levels and upheld company operational standards.
Education
GCSE -
Walkden High School
Manchester, WorsleyNVQ Level 3 - Business Studies
Eccles College
Manchester, Eccles 04.2001 -
Skills
- Operations Coordination
- Service Delivery
- Complaint Resolution
- Facilities Coordination
- SLA Management
- Scheduling & Resource Planning
- Client Relationship Management
- Case Management
- Problem Solving
- Team Leadership
- Commercial Awareness
- Technical Report Assessment
- Customer Experience
- Microsoft Office & Systems
Languages
English
Native
Bengali
Native
Hindi
Intermediate
Urdu
Intermediate
References
References available upon request.
Timeline
Scheduler
Mitie
03.2025 - Current
Senior Case Handler
Virgin Media O2
06.2024 - 02.2025
Lead manager
Tenant Survey
01.2024 - 05.2024
Team Leader
EcoGrants
08.2023 - 12.2023
Warehouse supervisor
Amazon Logistics
11.2022 - 05.2023
Sales Assistant
Tessuti
08.2021 - 01.2023
Duty Co-ordinator
Zafrani
01.2018 - 05.2021
NVQ Level 3 - Business Studies
Eccles College
04.2001 -
GCSE -
Walkden High School