Gail Pye

• Assisted customers by addressing and resolving queries effectively.
• Responded to service inquiries promptly and accurately.
• Managed complaints professionally, providing suitable solutions to improve satisfaction.
• Delivered support aimed at enhancing customer satisfaction.
• Processed returns and exchanges efficiently, ensuring high levels of customer satisfaction.
• Completed tasks within tight deadlines.
• Handled difficult situations calmly, earning trust from aggrieved customers.
• Participated in conflict resolution sessions to foster team cooperation.
• Enhanced satisfaction by promptly addressing queries and complaints.

• Supporting Management with investigations and formal meetings, booking meeting rooms, taking notes and preparing documentation.
• Analysis of open complaints for site, call listening, providing call summaries and working with the appropriate stakeholder to ensure that complaints reach a resolution in an agreed SLA.
• Maintenance of compliance reporting and highlighting areas of non-compliance to the operational leaders.
• Completing and auditing of reports as determined by the business such as Sickness Trackers, Call Analytics, Mandatory Training, Regulatory and compliance reports.
• Be flexible in work and be expected to carry out a wide variety of tasks within a constantly changing environment.
• Take ownership of day-today work tasks and any adhoc initiatives, as agreed with manager, and co-ordinate with others to achieve desired goals.

• Providing day-to-day support to the front line population – answering queries, coaching, systems usage, helping them overcome objections or difficulties, and equipping agents to deal with dissatisfied customers to ultimately reduce the number of transfers out of the team and reduce complaints into ECR.
• Coaching and reviewing coaching quality across business area.
• Inducting new starters into the business and support the coaching and development of all team members.
• Keeping informed on all areas that may impact operational performance whilst working in partnership with Team Leaders to ensure they retain accountability and take all appropriate action in line with EE’s policies and procedures.
• Driving continual business improvement.
• Communicating with the team and frontline Team Leaders and advisors on performance and customer satisfaction.
• Building effective relationships with internal and external stakeholders e.g. TLs, OMs, employee reps, and the wider team across the business, enabling the delivery of agreed objectives.
• Providing bespoke group and individual coaching interventions in line with business / key stakeholder requirements.
• Supporting operational managers to create a great place to work and as a means of improving all aspects of operational performance.
• Excellent communication skills at all levels while remaining dedicated to ensuring understanding of company requirements.
• Maintaining good product and systems knowledge of all operational programmes.
• Working flexibly to accommodate the changing needs of the business, working long hours and taking on additional responsibility.
• Responding promptly and effectively to changing circumstances, planning for contingencies and managing conflicting priorities.
• Completing all activities in a timely accurate and efficient manner in accordance with procedures and work instructions.
• Managing queries and multiple daily tasks that need to be resolved, ensuring overall smooth running of department.
• Supporting the organization in several ways, such as internal and external communications, scheduling, data entry and much more.
• Collaborating with employees, overseeing the operations within the company, communicating with management and taking part in planning the needs of the company.

I held this role for 14 years, and it is within this role where I gained my love for customer service, helping and guiding people to a solution is something I love to do and something that I am incredibly passionate about, this is naturally who I am. I loved the fact that I was empowered to make my own decisions, which was an imperative skill to have in this role, you had to believe in yourself and your ability. This role also included:

• Inbound Calls
• Outbound Calls
• Having challenging conversations with customers who were in financial difficulty, recognising vulnerabilities, offering tailored support to suit the customers individual circumstances.
• Setting up payment extensions and payment arrangements.
• Monitoring my complaints whilst taking ownership of the issue and coming up with a resolution that benefits the customer and business.
• Attending regular training and coaching sessions to enhance my skills.

During my time in this role I was often approached to assist with grad bay for new employees, this could be a mix of internal and external. This then developed further and I was approached to look after teams when required, this involved being a point of contact, assisting with queries, dealing with work related and non work related issues. This role also involved me taking escalated calls for queries that could not be resolved frontline, again trying to think out of the box to come to a resolution beneficial to the customer and business.