Summary
Overview
Work history
Skills
Accomplishments
Timeline
Generic

Jade Franklin

Leicester

Summary

A dedicated and experienced customer service professional with 9 years at Next PLC. Proven track record in handling complex and sensitive customer queries across multiple channels including phone, web chat, social media, and Trustpilot. Recognised for strong problem-solving ability, empathy, resilience, and coaching of colleagues. Confident in managing emotional and vulnerable customers and improving service processes through insight and collaboration. Highly organised, proactive, and committed to delivering exceptional customer outcomes.

Overview

14
14
years of professional experience

Work history

Customer Service Advisor

Next
Leicester
01.2014 - 10.2023
  • Managed multi-channel customer interactions including voice calls, web chat, email, social media, and Trustpilot reviews.
  • Handled high-value and complex fraud investigations, liaising with internal teams (e.g., AIT) and managing customer expectations calmly and professionally.
  • Supported vulnerable and emotional customers, including a case involving a customer recovering from a serious head injury. Took full ownership to prevent re-escalation and repeated distress.
  • Coached and mentored new colleagues, offering real-time support and guidance during challenging calls, improving their confidence and competence.
  • Identified and addressed service inefficiencies, such as excessive call volumes for directory card requests. Collected call data to advocate for a web process improvement, reducing repeat contacts.
  • Acted as point of contact for “Recommend a Friend” discount abuse investigations, balancing service duties with independent resolution of complex account queries. Developed process to manage workload effectively.
  • Regularly supported Trustpilot review management during high-volume periods, including proactive calls to customers to resolve negative reviews, increasing efficiency and positive outcomes.
  • Adapted to high workload by prioritising quick wins, managing stress through self-care, and maintaining focus on customer service quality.
  • Assisted with complaints, social media moderation, Trustpilot review responses, and internal process documentation.
  • Provided cross-departmental support during redundancies and office site relocation; recognised for flexibility and dedication to high standards.

Menswear Manager

River Island
Leicester
02.2010 - 08.2015
  • Fostered a team-oriented environment conducive to effective communication and collaboration amongst staff members.
  • Managed daily operations of a high-end men's fashion store, ensuring smooth functioning and customer satisfaction.
  • Developed a solid rapport with suppliers for timely delivery and quality control.
  • Monitored competitor activity to stay current on industry trends and adjust strategies accordingly.
  • Coordinated window displays that effectively showcased the latest menswear collections.
  • Increased brand awareness by implementing innovative marketing strategies.
  • Delegated tasks efficiently among team members, ensuring optimal manpower utilisation.
  • Ensured visual merchandising standards met company guidelines, creating an appealing environment for customers.
  • Upheld strict loss prevention measures, minimising instances of theft or damage.
  • Organised special promotional events to drive footfall during peak seasons.
  • Implemented price adjustments in line with company policies and market trends.

Skills

  • Complex customer query handling (phone, web chat, social media)
  • Vulnerable customer support and resolution
  • Cross-functional communication and liaison
  • Coaching and mentoring junior colleagues
  • Process improvement and customer insight reporting
  • High-pressure workload management and prioritisation
  • Data logging for service improvements
  • Resilience and positive communication
  • CRM systems and internal notes documentation
  • Conflict resolution and complaint handling
  • Patience maintenance
  • Personal accountability

Accomplishments

    My independent fundraisers for charity work;

    12/06/2022 - Last Chance Animal Rescue, Andalucia Spain.

    Charity number: 11207

    amount raised £525.73

    12/01/2023 - Wishes 4 kids’ Leicester, UK.

    Charity number: 1092962

    Amount raised: £572.54

    01/10/2023 -Gouves Animal Shelter, Crete, Greece.

    Amount raised: £613.87

Timeline

Customer Service Advisor

Next
01.2014 - 10.2023

Menswear Manager

River Island
02.2010 - 08.2015

Similar Profiles

Create profile
Jade Franklin