George Court
Wolverley,Worcestershire
Summary
Organised Team Manager with 10+ years of experience. Builds positive rapport, inspires trust and guides teams to achieve organisational goals. Strong facilitator, trainer and mentor. Customer Experience is at the forefront, I use the 6pillars of improvement to inspire my team into taking ownership and building strong, strategic relationships with dealers and internal customers.
Overview
13
13
years of professional experience
Work History
UK Technical Team Liaison Manager
Handicare UK (Savaria Group)
Kingswinford, Dudley
04.2021 - Current
- Fostered positive employee relationships through communication, training and coaching.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Influenced business change and success through collaborations with different stakeholders
- Maintained up-to-date data, records and receipts for audits and reconciliation.
- Drove team to consistently exceed critical Key Performance Indicator (KPI) targets by up to 85%.
- Mentored and equipped employees with product knowledge to improve service delivery and sales.
- Undertook regular performance reviews to identify areas for improvement.
- Minimised response time to resolve orders on hold by liaising with other departments.
- Set and monitored weekly targets for operational team to increase product sales and revenue.
- Participated in safety and risk assessments and suggested hazard reduction strategies.
KEY ACCOUNT CO-ORDINATOR
Handicare UK
Kingswinford, Dudley
10.2020 - 04.2021
- Supported proposal development and implemented contractual agreements.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Monitored commercial performance of full portfolio, scheduling consistent follow-ups with each account.
- Assessed and interpreted market information to anticipate and respond to trends.
- Deputise for TPS Supervisor & Manager as & when required.
- To assist the Trade Partner Supervisor/Manager by ensuing all areas of work have adequate cover & review workflow management to ensure KPI’s are maintained.
- Work closely with Operations to ensure Sales team are represented in all aspects of the business including production, logistics etc.
- Work closely with BDM’s to ensure any relevant information is logged on CRM & shared regarding the Trade Partners.
- Identifying “white spots” in territory in collaboration with BDM, making appointments for BDM to open new accounts.
- Ensure leads from all channels are called within 1hr and are logged on the appropriate systems, with progress indicators completed at specified times until conclusion.
- Principle point of contact for all key account issues/complaints relating to the Trade Partners by taking full ownership of the key accounts and championing internally to ensure the service is world class.
- Ensure that Trade Partners are contacted on a weekly basis to discuss their accounts and progress all information on the overview reports- identifying patterns in sales and providing feedback to Management.
- Work closely with other Key Account Managers & TPS Associates to ensure best practice is shared.
- Work alongside Quality to review & improve procedures & product while investigating root cause analysis.
- Inform all key accounts of any sales promotions.
- Raising corrective actions from feedback received using the appropriate systems (CRM/ Navision).
- Trade Partner visits to be completed as and when required to build strong working relationships.
- To process Trade Partners orders in line with the current KPI’s (CRM/ Navision).
- Process RA’s and arrange collections to ensure the process is being followed closely to generate the correct invoices when items are not returned within given timescales (CRM/ Navision).
- Achieve and maintain Business KPI’s for TPS & O/P.
- Telephones must be answered within KPI.
- 1st & 2nd line complaint & invoice query management
- To ensure all email and telephone queries are responded to same day.
- Maintain and build relationships with internal departments.
TRADE PARTNER SUPPORT AND ORDER ENTRY SUPERVISOR
Handicare UK
Kingswinford, Dudley
12.2019 - 10.2020
- Confirmed customer orders to avoid errors through miscommunication.
- Communicated clearly and calmly with people from different backgrounds.
- Resolved customer requests independently using strong judgement and initiative.
- Notified customers of items out-of-stock or low-in-stock to help minimise disappointment.
- Assist the Trade Partner Manager in the day to day running of the teams
- CRM Superuser- manage & monitor workflows/ sales promotions/figures- resolving issues and escalating when required
- Complete required sales reporting to the management team as required.
- Effective 1st line management of the TPS/Order Processing teams.
- Work closely with the Trade Partner Manager to ensure consistent improvement are being considered and implemented to improve sales.
- Instigate process and customer service improvements/optimisation for the team
- Principle point of contact for all key account issues/complaints relating to the Trade
- Partners by taking full ownership of the key accounts and championing internally to ensure the service is world class.
- ·Supporting other business units to ensure any relevant information is logged on
- CRM & shared as required.
- Assist with escalations and complaints
- Identifying “white spots” in territory in collaboration with BDM, making appointments for BDM to open new accounts.
- Work closely with Key Account Managers and Order processors to ensure best practice is shared.
- Inform all key accounts of any sales promotions.
- To ensure all KPI’s are met throughout teams.
- Investigate issues to understand root cause and make required changes.
Bar Manager
Highley Working Mens Club
Highley, Shropshire
05.2016 - 12.2019
- Protected brand image by delivering exceptional bar presentation and maintenance.
- Planned staffing levels based on evolving service demands.
- Led team to deliver outstanding hospitality operations.
- Oversaw line cleaning and cellar management.
- Executed prompt, precise drinks service at high-capacity events, minimising customer waiting times.
- Offered discounts and promotions to encourage purchases.
- Guaranteed proper cash management, sales measurement and cash-up processes for operational standards.
CUSTOMER SERVICE CO-ORDINATOR
COLART INTERNATIONAL HOLDINGS
Kidderminster, Worcestershire
07.2015 - 05.2016
- Identified 5 electronic data interface errors and managed communication through SMS, leading to improved customer retention.
- Helped the Customer Service Executive and Customer Service Team to achieve 89.9% of weekly KPIs.
- Answered 50+ telephone enquiries daily, reducing customer wait time by 50%.
- Responded to approx. 70+ incoming enquiries via email daily, maintaining a 70% excellent score in post-service poll.
- Processed and fulfilled 50 orders daily while maintaining 5-star rating on trustpilot review platform.
- Recorded reported warranty defects and contacted customers within 1 day, meeting SLA targets.
- Facilitated a courteous and professional liaison between purchasers, their agents, contractors and representatives of the developer.
Palletforce Operations Supervisor
Hickmans of Kidderminster
Kidderminster, Worcestershire
07.2010 - 07.2015
- Motivated and trained employees to maximise team productivity.
- Monitored daily and weekly KPIs, implementing improvement strategies to maintain on-track status.
- Enhanced operational efficiency and reduced labour expenses by developing and optimising standard practices.
- Oversaw daily shipping operations, including loading and unloading of outbound trailers, replenishing of pallets, inventory management and supervising the work of a 12-member team.
- Reviewed and assessed operations performance, developing initiatives for continuous process improvement.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
Education
GCSEs -
Bewdley High School
BewdleyNVQ Level 2 - Line Management
Institution of Leadership and Management
LiverpoolSkills
- Key Performance Indicator (KPI) management
- Employee performance reviews
- Team development strategies
- Client support
- Process improvement
- Resource allocation
- Customer relationship management
- Team supervision
- Customer assistance
- Staff supervision
- Sale displays
Timeline
UK Technical Team Liaison Manager
Handicare UK (Savaria Group)
04.2021 - Current
KEY ACCOUNT CO-ORDINATOR
Handicare UK
10.2020 - 04.2021
TRADE PARTNER SUPPORT AND ORDER ENTRY SUPERVISOR
Handicare UK
12.2019 - 10.2020
Bar Manager
Highley Working Mens Club
05.2016 - 12.2019
CUSTOMER SERVICE CO-ORDINATOR
COLART INTERNATIONAL HOLDINGS
07.2015 - 05.2016
Palletforce Operations Supervisor
Hickmans of Kidderminster
07.2010 - 07.2015
GCSEs -
Bewdley High School
NVQ Level 2 - Line Management
Institution of Leadership and Management
Similar Profiles
Rick WestRick West
Field Sales Engineer at HandicareField Sales Engineer at Handicare
Anthony WhitmanAnthony Whitman
Lead Industrial Sewing Machine Operator at HandicareLead Industrial Sewing Machine Operator at Handicare
Sasha PoynterSasha Poynter
Clinical Educator at HandicareClinical Educator at Handicare