Hayley Maguire

During this role, I continued to lead projects and deliver changes to processes. The recovery role also included:

• Identify and implement continuous improvement initiatives for proactive customer contact where failure occurs within the wilko sales and delivery process.
• Build and maintain working relationships with all 3rd parties providing services to the wilko contact centre to delivery increased CSAT scores.
• Lead cross-functional projects and forums to collaborate with the all-head office departments to ensure system and team member issues are highlighted and solutions for improvements identified and delivered for cross functional working and team member and customer experience.
• Deliver customer satisfaction and effective service recovery in response to all complaints, problems, and enquiries, in line with company policies, brand values and statutory obligations.
• At all times ensure the customer is dealt with in a friendly and cheerful manner to maximise customer satisfaction and loyalty to the Wilko brand no matter how difficult or frustrating.
• Implement and monitor incident management framework across the contact centre team and 3rd parties providing weekly/monthly updates on customer trends and impact to the business.
• Assess the need and value of compensatory payments to customers and negotiate where appropriate settlements of goodwill payments within the pre-set limits identified.
• Work towards agreed department KPI's/SLA's and any additional targets or objectives set.

During this role, I led projects and delivered changes to processes. This included:

• Developing tools to track project progress and impact.
• Defining project scope, guidelines, milestones and task allocation to establish and maintain clear progress plans.
• Determining project schedules and maintaining timeline efficiency using proactive adjustments to workflow.
• Mentoring team members, leveraging previous practical experience for optimal project progress.
• Upholding quality excellence by monitoring and correcting work, delivering projects on time and to high standards.
• Delivered projects on time and under budget.

Within 12 months, I saved a total of over 496 hours work, which is equivalent to 12.5 full time team members.

Another part of my job role is digital service recovery. This includes dealing with any issues that arise that would impact customers and working out the best solution to recover the issue, including:

• Recording & monitoring trends and patterns to identify the root cause and implement a fix to prevent issue repetition.
• Displaying effective communication to all internal & external stakeholders.
• Applying a lessons learned log for each individual incident to ensure that further incidents are dealt with as efficiently as possible.
• Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.

I completed a Team Leader secondment for 3 months. Within this time, I demonstrated:

• 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.
• Streamlined processes to achieve efficiencies and cost savings.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Demonstrated customer service best practices to enhance team performance.
• Fostered positive employee relationships through communication, training and coaching.
• Fostered an environment which encouraged continual process improvements.

During my role as Senior Advisor:

• I looked after a team of 60 advisors. This included allocating the jobs for the day to ensure target and KPIs are met and maintaining our service levels across all channels.
• High standards of attention to detail to ensure that the team are equipped with the required tools to complete their jobs.
• Simplifying processes to ensure the team members can work as efficiently as possible.
• Reducing costs to the company through reporting strategies.
• Working closely with internal and external stakeholders to increase customer satisfaction scores.
• System testing and implementing changes.