Grafton Clive Lawford
Tonteg,Rhondda Cynon Taff
Summary
Customer-focused Service Advisor. Looking to transition into Cleaning Bay Operative Role with GE Aviation. With a strong work ethic to adapt in a fast-paced industrial environment. Physically fit, committed to maintaining high standards of cleanliness and a proven ability to follow strict and safety regulations accurately. With efficient communication skills, work independently and as part of a team, with a positive attitude to take on new challenges.
Overview
17
17
years of professional experience
Work history
Customer Service Advisor
British Gas
Cardiff
2014.08 - 2026.07
- Prioritise emergency help for vulnerable customers during dangerous gas-leak situations.
- Ask relevant questions to confirm standard versus emergency appointments calmly.
- Communicate appointment dates and times clearly while staying calm throughout calls.
- Handle payments for home policy booking, updating databases accurately.
- Record customer information precisely while issuing payments and completing admin tasks.
- Ask questions to protect personal data in line with British Gas policy.
- Use empathy and friendliness to help customers solve product-range problems.
- Support new starters in home moves through challenging conversations.
- Maintain ongoing guidance so trainees handle difficult discussions confidently without support.
- Promote home care products by pitching benefits to drive growth.
- Upsell home care options by highlighting key product benefits to customers.
- Raise feedback through correct channels for system issues and improvements.
- Provide complaint resolutions by listening carefully and acting calmly.
- Collaborate with colleagues and external contractors to confirm part timescales.
- Confirm part lead times, then schedule appointment dates and times accurately.
- Update customer database entries fully to keep records accurate.
- Keep customer database current with precise information for every case.
Fitness Supervisor
Leeks
2012.11 - 2014.08
- Supervise regular training and professional development sessions to support staff growth.
- Complete day-to-day checklists to keep health and safety for staff and public.
- Manage timetable for fitness classes and staff rota to maintain cover.
- Test customers' fitness levels with suitable apparatus to inform training design.
- Provide nutrition guidance and demonstrate exercises while maintaining customer safety.
- Evaluate customer training plans and adjust programmes to help goal progress.
- Use Microsoft applications to manage business budget and design training packages.
- Attend and complete health and safety courses to keep standards current.
- Achieve assigned key performance indicators, including training package sales and goals.
- Meet fundraising targets for multiple charities through consistent supporter engagement.
Gym Instructor
Leeks
2009.10 - 2012.11
- Handled customer queries on inductions fitness programmes, group exercise, nutrition, training, and classes.
- Booked appointments by telephone and face to face using computer systems.
- Completed health questionnaires, supporting safe exercise or GP referral.
- Performed supervisor health and safety checklists, removing hazards immediately and reporting.
- Handled personal data securely and sensitively, following Vale Resort procedures throughout.
- Achieved full attendance in fitness classes consistently.
- Attended and completed health and safety courses successfully.
Education
Personal Trainer Diploma. Level 3 - Fitness
Barry College
BarryCircuit Instructor. Level 2 - Fitness
Barry College
BarryBachelor Degree - Sports Development
UWIC
CardiffB.T.E.C National Diploma - Sports Science
Pencoed College
PencoedH.N.D - Sports Coaching and Sports Development
Pencoed
PencoedGym Instructor. Level 2 - Fitness
Barry College
Skills
- Health and Safety Compliance
- Data base management (SAP, Micro soft applications)
- Knowledge of Chemical cleaning Stage-C9, Stage-C19, Stage C4, Stage-c17
- Effective interpersonal skills
- Effective communication skills
- Planning and Organising
- Self-motivated
- Responsibility
- Team player
- Time Management
- Multi-tasking
- Calmness under pressure
- Good attention to details
- Problem-solving
References
Available on request
Accomplishments
- Recognised by management for delivering outstanding service and achieving KPI Targets such as, calls per hour, after call work.Recognised by management for delivering outstanding service and achieving KPI Targets such as, calls per hour, after call work.
- Meeting sales targets and retaining customers resulting in company growth through promoting and providing clear concise facts and negotiating.
- Building repot with effective questioning when booking breakdown appointments to ensure if emergency or standard appointment.
- Following business health and safety protocols with 100% compliance.
- Identifying and raising complaints whilst remaining compliant and meeting customer satisfaction.
- Investigated, identified system issues, reporting through correct channels
- Achieved customer survey targets for quality of service and positive reflection on the business.
- Working with other departments to resolve customer queries.
- Achieve 100% compliance with personal data accordance with business protocol.
Timeline
Customer Service Advisor
British Gas
2014.08 - 2026.07
Fitness Supervisor
Leeks
2012.11 - 2014.08
Gym Instructor
Leeks
2009.10 - 2012.11
B.T.E.C National Diploma - Sports Science
Pencoed College
Bachelor Degree - Sports Development
UWIC
Circuit Instructor. Level 2 - Fitness
Barry College
Personal Trainer Diploma. Level 3 - Fitness
Barry College
Gym Instructor. Level 2 - Fitness
Barry College
H.N.D - Sports Coaching and Sports Development
Pencoed