Summary
Overview
Work history
Education
Skills
Hobbies & Interests
References
Timeline
Receptionist

Jackie Hemstock

Belper,Derbyshire

Summary

Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.

Overview

30
30
years of professional experience

Work history

Customer Services Advisor

Slimming World
Alfreton
09.2021 - Current
  • First point of contact to members with all enquiries and complaints via phone, email, social media, and letter
  • This involves using all forms of communication, providing members with a first-class response to help resolve their issues, whilst always protecting the Slimming World brand, supporting all Consultants with their Self-Employed status and working to strict deadlines
  • Recently helped to develop a new complaints process system which has been rolled out to over 60 District Managers across the UK, Northern Ireland and Cyprus
  • Presented the new complaints process to the team of over 84 Managers and Directors in a recent meeting
  • This has enabled us to have a great focus on one point of contact and has helped to ensure that members aren't passed from advisor to advisor and also means that I can keep in close contact with the District Managers to follow up and complete any actions needed once the complaint has been dealt with
  • Meeting the demands and needs of the business, whilst supporting Slimming World's Mission Statement and Vision of almost 55 years of trading.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Recorded and processed customer data accurately.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Answered customer telephone calls promptly and improved on-hold wait times.

Slimming World Consultant

10.2013 - 08.2023
  • A Consultant to a triple session E category Tuesday evening group
  • Silver Consultant and on the regional super league
  • Always striving to give my members the very best level of service and to help them succeed on their weight loss journey.

Slimming World Team Developer

10.2016 - 09.2021
  • Single Team Developer of the Derbyshire Team
  • Supporting a team of 8 consultants with their groups and help to motivate, develop, and support them
  • This involved identifying any training needs based on their groups and the whole team's results
  • Delivering any training, either to the team of Consultants or the individual, and then monitoring results following on from the training
  • Projection of month end figures, dependant on weekly figures, and the month end monitoring in preparation for the next months development
  • Recruitment, training, and constant support of the development of new Consultants was a key priority as was weekly calls with all Consultants and regular group visits, multiple times throughout each year.

Specialist Teaching Assistant

Milford Primary School
09.2011 - 07.2016
  • At Milford Primary School, I assisted children with Asperger's, ADHD and autism
  • Worked with children to help them learn new skills in numeracy, literacy and IT
  • Assisted the teacher in the management of pupils and the classroom
  • Provided general support and one to one assistance for pupils
  • Helped children with learning, playing and social development
  • Assisted in implementing Individual Education Programmes for pupils
  • Provided intervention groups for behaviour and anger management strategies
  • Supported SEN children using Social Stories and visual timetables

Personnel Manager

Homebase
02.2009 - 02.2012
  • Collate all information for payroll and deal with discrepancies
  • Deal with Store personnel issues, staff holidays and sickness
  • Recruit new staff and advertise any vacancies
  • Train new staff with all compliant H&S training ready for shop floor
  • Compile and maintain Risk Assessments
  • Complete monthly H&S checks
  • Performed exit interviews, gaining useful insights to improve employee retention rates.
  • Addressed employee conflicts, following corporate procedures for timely resolution.
  • Maintained precise, detailed staff and company records for thorough reference.

Shop & Forecourt Supervisor

Millward Bros ME LTD
02.2008 - 03.2009
  • Organising and supervising team of staff
  • Merchandising stock and arranging new promotions
  • Assisting with company reps
  • Cash handling and banking
  • Take and organise stock checks
  • Train staff on H&S issues
  • Deal with customer queries and concerns
  • Manage the shop and petrol station in the absence of the Manageress
  • Health & Safety checks
  • Recording and disposal of daily stock waste

Customer Support Advisor

BT
09.2006 - 01.2008
  • At BT, I worked in the retention department, assisting customers who were wanting to cancel services, or leave BT altogether
  • I specialised in providing them with new offers, to convince them to stay with the company.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Managed workflow to continuously exceed quality service goals.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.

Customer Support Advisor

Virgin Media
01.2005 - 09.2006
  • At Virgin, I worked in the retention department, looking after customers who were wanting to cancel services, or leave Virgin altogether
  • I specialised in maintaining the customers relationship with the Company.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Obtained feedback from customers to improve service experience.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Advised customers on availability, pricing and location of products.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.

Assistant manager

Etc...Etc...Etc
Finningley
01.2003 - 03.2006
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Trained staff on best practices to achieve optimal productivity.
  • Motivated management and staff teams to consistently deliver high quality, customer-focused service.
  • Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Completed opening and closing procedures multiple times per week, completing reporting and security tasks.

Nursing assistant

Convent of the Holy Name
Derby
05.1996 - 01.2003
  • Recorded vital signs and other metrics to inform care team of ongoing progress.
  • Performed daily clinical observations, recording medical data accurately and securely.
  • Recorded weight and height measurements, blood pressure and blood sugar levels.
  • Carried out safe, secure manual handling, promoting independence whilst assisting patients with mobility.
  • Cleaned, sterilised and stored clinical equipment appropriately.
  • Supported bed-ridden patients through regular repositioning and chair-based exercise, helping to prevent sores, joint degeneration and blood clotting.
  • Delivered practical and emotional support to patients and caregivers, enhancing quality care provisions.
  • Provided incontinence care and bed baths, maintaining patient dignity at all times.
  • Administered oral medication to incapacitated patients as outlined in care plans.
  • Built caring, supportive relationships with residents, enhancing daily life through personalised care.

Residential support worker (Young adults)

United Response
06.1994 - 05.1996
  • Helped young people with acquiring confidence and skills to live independently.
  • Completed risk assessments to help people identify and manage potential risks.
  • Extended emotional and practical support to young people for challenges encountered.
  • Addressed individual support needs and presented opportunities for personal development and achievement.
  • Followed staff rota systems in supporting and caring for young people.
  • Established and maintained working relationships with clients based on trust and non-judgement.
  • Helped service users to gain ability to function independently in society.
  • Contributed to development of personalised care plans for different individuals.
  • Assisted service users to obtain and access community resources.
  • Monitored client progress and adapted support programmes to meet changing needs.

Education

NVQ Level 2 - Understanding Mental Health First Aid & Mental Health Advocacy in the workplace

West Lancashire College
Belper, Derbyshire
03/2023 - 07/2023

NVQ Level 3 - Specialist Support for Teaching & Learning in schools

Derby College
Derby
07/2012 - 09/2013

NVQ Level 2 - Adult Literacy

Derby College
Derby
10/2005 - 01/2006

NVQ Level 2 - Adult Numeracy

Derby College
Derby
10/2005 - 01/2006

GCSEs -

South East Derbyshire College
Ilkeston, Derbyshire
09/1992 - 06/1993

GCSEs -

High View Secondary School
Derby
09/1985 - 06/1992

Skills

  • Complaint management
  • Customer Service
  • Customer relations
  • Team Leadership
  • Problem-solving
  • Public speaking
  • Conflict Resolution
  • Complaint resolution
  • Microsoft Office
  • Outstanding customer service
  • Written and verbal communication skills
  • Administrative support
  • Cash handling
  • Invoice processing
  • Product knowledge

Hobbies & Interests

I am a keen walker and have walked multiple Marathons, even walking 106km from London to Brighton over 2 days with Action Challenge raising over £4000 for Mind. I have assisted at the Moonwalk in London by delivering hot drinks to other volunteers. I love spending time with my family whenever I have free time. I am a regular cinema goer, having a Limitless pass for the Odeon Cinema.

References

References available upon request.

Timeline

Customer Services Advisor

Slimming World
09.2021 - Current

Slimming World Team Developer

10.2016 - 09.2021

Slimming World Consultant

10.2013 - 08.2023

Specialist Teaching Assistant

Milford Primary School
09.2011 - 07.2016

Personnel Manager

Homebase
02.2009 - 02.2012

Shop & Forecourt Supervisor

Millward Bros ME LTD
02.2008 - 03.2009

Customer Support Advisor

BT
09.2006 - 01.2008

Customer Support Advisor

Virgin Media
01.2005 - 09.2006

Assistant manager

Etc...Etc...Etc
01.2003 - 03.2006

Nursing assistant

Convent of the Holy Name
05.1996 - 01.2003

Residential support worker (Young adults)

United Response
06.1994 - 05.1996

NVQ Level 2 - Understanding Mental Health First Aid & Mental Health Advocacy in the workplace

West Lancashire College
03/2023 - 07/2023

NVQ Level 3 - Specialist Support for Teaching & Learning in schools

Derby College
07/2012 - 09/2013

NVQ Level 2 - Adult Literacy

Derby College
10/2005 - 01/2006

NVQ Level 2 - Adult Numeracy

Derby College
10/2005 - 01/2006

GCSEs -

South East Derbyshire College
09/1992 - 06/1993

GCSEs -

High View Secondary School
09/1985 - 06/1992

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Jackie Hemstock