Jack Rosser
Pontypridd
Summary
Operationally experienced with over five years of progressive experience in customer service, process improvement, and shift-level operational management. Currently leading operational excellence and insights at Nextbase, with responsibility for SLA adherence, team coordination, and data-driven decision making in a fast-paced environment. Holds a 2:1 BA (Hons) in Politics and International Relations and an ILM Level 3 award in Leadership and Management, underpinned by a genuine passion for public service and civic engagement. Bilingual in English and Welsh, with strong written and verbal communication skills and a proven ability to produce documentation, manage competing priorities, and drive consistent standards.
Overview
7
7
years of professional experience
Work history
Operational Excellence & Insights lead
Nextbase
2026.03 - Current
- Lead real-time queue and adherence monitoring across shift operations, overseeing a team of 7 agents handling approximately 200 calls and 300 emails and chats daily
- Serve as the primary escalation point for operational issues including backlog spikes and SLA breaches, ensuring rapid resolution and minimal service disruption
- Successfully maintaining a 60% contact deflection rate, reducing pressure on frontline agents and improving overall operational efficiency
- Directly contributed to a 15% year-on-year improvement in CSAT scores through effective shift management, coaching, and continuous service improvements
- Championed the development and adoption of an AI-powered bot, building out its knowledge base and procedures to a point where it now autonomously handles 20% of all daily telephone calls and resolves 40% of all live chats and emails
- Identify and address operational bottlenecks through workflow analysis and tool optimisation, contributing to measurable reductions in waste and inefficiency
- Maintain and interpret real-time dashboards and performance metrics, translating data into actionable insights for shift management decisions
- Coordinate structured shift handovers with incoming leads and managers, ensuring continuity of operations and clear communication of priorities
Customer Ambassador
Nextbase
2024.06 - 2026.03
- Managed live customer interactions across tickets, chat, and calls, consistently resolving queries efficiently and to a high standard
- Played a key role in reducing the team's ticket backlog from over 2,000 to fewer than 50, through proactive case management and process improvements
- Led the creation and maintenance of training documentation used to onboard and develop over 50 members of staff, improving consistency and service quality across the team
- Contributed to process improvement projects by analysing customer feedback and supporting the implementation of operational changes
- Collaborated cross-functionally with team leads and colleagues to review workflows, identify inefficiencies, and ensure consistent standards were upheld
- Maintained accurate records and tracked project progress using a range of digital tools and internal systems
- Represented the team professionally across all written and verbal communications, including correspondence with internal stakeholders
Customer advisor
B&Q
2019.12 - 2024.06
- Assisted customers in busy retail settings with efficient and professional enquiry responses.
- Collaborated with team members to prepare store displays, maintaining high standards, particularly during stakeholder visits.
- Resolved customer issues through effective problem-solving, ensuring positive experiences.
- Received an internal award for exceptional service and team contribution.
Education
BA (Hons) - Politics and International Relations
University of the West of England
ILM Level 3 award - Leadership and Management
University of the West of England
Level 3 Diploma - Public Services
Ysgol Garth Olwg
A-Levels - Medical Science
Ysgol Garth Olwg
A-Levels - Welsh Baccalaureate
Ysgol Garth Olwg
GCSES - 9 A - C Including Maths, English and Welsh First Language
Ysgol Garth Olwg
Skills
- Operational awareness
- Problem-solving under pressure
- Team coordination
- Data-informed decision making
- Report writing and documentation
Accomplishments
Finalist, Newcomer of the Year — Cnect Wales Awards, 2025
Recognised as a finalist in the Newcomer of the Year category at the 27th annual Cnect Wales Awards, celebrating excellence across the Welsh customer contact sector. Nominated in recognition of outstanding early-career contribution to customer service and operational excellence at Nextbase, competing against candidates from across the Welsh contact centre industry.
Languages
English
Native
Welsh
Fluent
Timeline
Operational Excellence & Insights lead
Nextbase
2026.03 - Current
Customer Ambassador
Nextbase
2024.06 - 2026.03
Customer advisor
B&Q
2019.12 - 2024.06
BA (Hons) - Politics and International Relations
University of the West of England
ILM Level 3 award - Leadership and Management
University of the West of England
Level 3 Diploma - Public Services
Ysgol Garth Olwg
A-Levels - Medical Science
Ysgol Garth Olwg
A-Levels - Welsh Baccalaureate
Ysgol Garth Olwg
GCSES - 9 A - C Including Maths, English and Welsh First Language
Ysgol Garth Olwg