GRANT CARLTON
Handsworth Wood
Summary
Results-oriented professional with extensive experience in customer service, operations management, resource allocation, and planning coordination, with a solid understanding of planning software. Proven ability to perform in high-pressure environments, manage client relationships, and resolve complex issues while meeting tight deadlines. Strong communication skills support the development of positive relationships with diverse stakeholders, while analytical thinking and resource planning drive process optimization. Self-motivated, effective at multitasking, and efficient in workload prioritization.
Overview
27
27
years of professional experience
Work history
Customer Service Associate
Outpost Management
Birmingham, West Midlands
04.2025 - 07.2025
- Delivered exceptional front-of-house service, anticipating resident needs and resolving issues empathetically. Supported a results-driven team and led community engagement initiatives. Managed tenancy processes, monitored rent arrears, and handled operational admin including maintenance logs, access audits, and shift handovers. Conducted building patrols, supported leasing efforts through tours and lead follow-ups, and maintained strong stakeholder relationships while contributing to process improvements and adapting to on-call operational needs.
Concierge
Aspire Housing
Birmingham, West Midlands
03.2024 - 12.2024
- I support residents by addressing their concerns, managing emergencies, and ensuring safety through patrols and CCTV monitoring. I control building access, maintain incident logs, report issues, and follow up on calls while ensuring compliance with the organization's equality and diversity policy.
Planner/Scheduler
Ian Williams
Birmingham, West Midlands
01.2020 - 02.2024
- I scheduled and allocated jobs to engineers, plumbers, and electricians for housing associations while inputting daily revenue figures and performing job audits to ensure operational efficiency. I consulted with both internal departments and external customers to facilitate effective communication and project management. Additionally, I processed invoices and managed various projects, conducted investigations for complex internal queries, and handled a high volume of inbound calls.
Civil enforcement officer
Birmingham City Council
Birmingham
07.2019 - 12.2019
- I patrolled assigned areas to ensure customer safety and compliance by explaining vehicle contraventions, checking road signs, and reporting defects. I managed confrontations professionally, collected evidence for police reports, assisted in crime prevention, attended court hearings for parking disputes, and issued penalty charge notices to enhance adherence to parking rules.
Customer resolution specialist
Birmingham City Council
Birmingham, West Midlands
06.2018 - 06.2019
- I maintained strong relationships with external clients by providing timely quotes and empathetic support for their concerns. I effectively managed high volumes of customer queries through strong multitasking and resolved issues using interpersonal skills and conflict resolution techniques, ensuring customer satisfaction. Additionally, I accurately recorded and processed customer data to support efficient operations.
Service Recovery Executive
HSBC (Sitel)
09.2016 - 05.2018
- I investigated and resolved customer complaints, including escalated issues for high-risk customers at John Lewis. I collaborated with the underwriting team on the credit review process and provided administrative support for relationship managers. Additionally, I addressed compliance failures related to data protection, ensuring regulatory adherence.
Complaints Executive
Extra Energy
09.2014 - 08.2016
- I investigated and resolved customer complaints of varying complexity, taking ownership and collaborating with other departments as needed. I managed daily tasks for timely resolutions, provided constructive feedback for improvements, and conducted root cause analysis to identify complaint trends and drive ongoing enhancements to the customer experience.
Inventory clerk
DHL
04.2014 - 08.2014
- In my role, I processed all relevant paperwork, operated mechanical equipment, and maintained accurate stock records while allocating jobs to couriers. I ensured compliance with health and safety standards and conducted checks on incoming goods to uphold quality control.
Complaints handler
NPOWER
10.2013 - 03.2014
- In my role, I effectively managed a high volume of inbound calls, addressing a variety of customer queries and complaints with prompt and efficient solutions. I accurately inputted information into customer accounts and successfully promoted energy plans to both new and existing customers. Additionally, I carried out various administrative duties to support overall operations and enhance customer service.
Scheduler
The Dodd Group, Building Services
10.2012 - 09.2013
- In my role, I scheduled jobs for engineers nationwide, managed their workflow for timely project completion, and addressed customer queries and complaints to ensure satisfaction. I regularly updated in-house systems, maintained relationships with sole traders, and liaised with internal departments and external customers to facilitate effective communication and collaboration.
Customer Service Representative
Tiens Health Products Ltd
08.2009 - 09.2012
- In my role, I consistently delivered high customer service by promoting policies and products, ensuring accurate data entry for orders, and addressing complaints to maintain satisfaction. I also created monthly sales reports to analyze performance and identify improvement opportunities.
Scheduling coordinator
Reactfast Ltd, Emergency Services
01.2006 - 07.2009
- In my role, I scheduled jobs for engineers, plumbers, electricians, and locksmiths based on expertise while addressing customer queries and complaints to uphold service standards. I managed debt collection, recorded daily revenue, conducted job audits, and successfully upsold products. Additionally, I maintained sole trader accounts, facilitated communication between departments and customers, and processed invoices to support business operations.
Various roles
Variety
05.1998 - 12.2005
- Covered various roles in a customer centric environment
Education
Confrontation Management - undefined
BTEC Information Technology-Data Input - undefined
City & Guild- Electronic Management - undefined
01.1997 - 1 1999
GNVQ Maths, English & Life Skills - undefined
01.1996 - 1 1997
Skills
- Excellent communications skills
- Promote and inspire improvement on service
- Excellent analytical skills
- Positive person
- Experienced in resource planning
- Excellent multi-tasking skills
- Self motivated
- Experienced complaint handler
- High level of IT Literacy
- Effectively prioritize work loads
- Excellent administration skills
- Customer engagement
- Document management
- Compliance understanding
Personal Information
Hobbies: swimming, badminton, football, music production, reading about current affairs, travelling, religious history
Timeline
Customer Service Associate
Outpost Management
04.2025 - 07.2025
Concierge
Aspire Housing
03.2024 - 12.2024
Planner/Scheduler
Ian Williams
01.2020 - 02.2024
Civil enforcement officer
Birmingham City Council
07.2019 - 12.2019
Customer resolution specialist
Birmingham City Council
06.2018 - 06.2019
Service Recovery Executive
HSBC (Sitel)
09.2016 - 05.2018
Complaints Executive
Extra Energy
09.2014 - 08.2016
Inventory clerk
DHL
04.2014 - 08.2014
Complaints handler
NPOWER
10.2013 - 03.2014
Scheduler
The Dodd Group, Building Services
10.2012 - 09.2013
Customer Service Representative
Tiens Health Products Ltd
08.2009 - 09.2012
Scheduling coordinator
Reactfast Ltd, Emergency Services
01.2006 - 07.2009
Various roles
Variety
05.1998 - 12.2005
City & Guild- Electronic Management - undefined
01.1997 - 1 1999
GNVQ Maths, English & Life Skills - undefined
01.1996 - 1 1997
Confrontation Management - undefined
BTEC Information Technology-Data Input - undefined
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