James Illson
Market Harborough,Leicestershire
Summary
Highly organised and people-focused professional currently studying towards a CIPD Level 3 qualification, with hands-on experience in customer service leadership, training and employee support. Skilled in onboarding, delivering training, managing employee queries and maintaining accurate records, with a strong understanding of confidentiality and HR best practice.
Experienced in fast-paced environments, acting as a first point of contact for queries, supporting employee relations processes and working closely with HR and management to improve performance and employee experience. Demonstrates strong communication, attention to detail and a proactive approach to problem solving and continuous improvement.
Committed to developing a long-term career in Human Resources, combining practical experience with professional study to build a strong foundation across all areas of HR.
Overview
3
3
years of professional experience
Work history
Customer Service Supervisor
CDS Global
Market Harborough, Leicestershire
2025.12 - Current
- Act as a key point of contact for employee queries, providing clear guidance and support in a fast-paced environment.
- Lead, coach and support a team of advisors, ensuring performance targets and service standards are consistently achieved.
- Deliver end-to-end onboarding for new starters, including inductions, training and ensuring compliance with company policies and procedures.
- Maintain accurate employee records and HR systems, ensuring data integrity and strict confidentiality in line with GDPR requirements.
- Support employee relations processes, including handling concerns, resolving conflicts and contributing to fair and consistent outcomes.
- Monitor absence, conduct and performance, escalating and supporting cases in line with HR policies and procedures.
- Provide administrative support for performance management, disciplinary processes and formal meetings, ensuring accurate documentation.
- Analyse team performance data (KPIs) to identify trends and support continuous improvement initiatives.
- Identify training and development needs, coordinating and delivering upskilling to enhance team capability.
- Collaborate with management and HR to improve processes, employee engagement and overall employee experience.
Assistant Trainer
CDS Global
Market Harborough, Leicestershire
2024.04 - 2025.12
- Designed and delivered structured training programmes to support employee development, performance improvement and knowledge retention.
- Facilitated end-to-end onboarding programmes, including delivering an 8-week induction for new starters to ensure a smooth and compliant transition into the business.
- Collaborated closely with HR and management to deliver training across departments, including leadership, systems and soft skills development.
- Delivered training to offshore contact centres, improving service quality, consistency and operational performance.
- Coordinated and delivered ongoing learning sessions to support continuous development and maintain high customer service standards.
- Led cross-functional meetings to review training effectiveness, identify gaps and implement process improvements.
- Supported recruitment activity by conducting telephone and face-to-face interviews, assessing candidate suitability against role requirements.
- Acted as lead trainer for system upgrades, ensuring employees were effectively trained and business changes were implemented smoothly.
- Monitored training outcomes and performance trends to inform improvements and enhance overall employee experience.
Customer Service Advisor
CDS Global
Market Harborough, Leicestershire
2023.04 - 2024.04
- Acted as a first point of contact for customer queries via phone and email, delivering a professional and efficient service in a high-volume environment.
- Managed and resolved queries with a strong focus on accuracy, quality and customer satisfaction, consistently meeting performance and AHT targets.
- Utilised multiple systems, including CRM and omni-channel platforms, to accurately record interactions and maintain up-to-date records.
- Handled sensitive customer information with a high level of confidentiality and attention to detail.
- Demonstrated strong written and verbal communication skills, clearly explaining processes and resolving issues effectively.
- Worked across multiple digital platforms, including Microsoft Office, to manage workloads, track queries and support daily operations.
- Prioritised and organised tasks effectively to meet deadlines in a fast-paced environment.
- Identified recurring issues and contributed to process improvements to enhance service delivery.
Education
CIPD Level 3 - Foundation Certificate in People Practice
ICS Learn
2025.08 -
Level 3 RQF - Emergency First Aid at Work
Green Cross Training
2025.06 - 2025.06
TGUK Level 2 - Counselling Skills
Skills Network
2025.04 - 2025.04
A-Levels - Extended Sports Diploma
Robert Smyth Academy
2017.09 - 2019.07
GCSEs -
Robert Smyth Academy
2015.09 - 2017.07
Skills
- HR Administration & Employee Records Management
- Recruitment Support, Interviewing & Candidate Screening
- Onboarding & New Starter Inductions
- Employee Relations Support & Case Handling
- First Point of Contact for Queries (Employee & Customer Support)
- HR Systems, CRM & Multi-System Working
- Data Accuracy, Record Keeping & Attention to Detail
- GDPR Awareness & Confidential Data Handling
- Training Delivery & Learning & Development Support
- Performance Monitoring, KPIs & Reporting
- Strong Written & Verbal Communication
- Stakeholder Collaboration & Team Support
- Organisation, Time Management & Prioritisation
- Process Improvement & Continuous Improvement Mindset
- Microsoft Office (Excel, Word, Outlook, Teams)
Affiliations
- Maintain an active lifestyle through football, swimming and regular gym training, with a strong interest in team-based activities that promote collaboration and discipline. Committed to continuous self-development through online learning and expanding knowledge in areas relevant to personal and professional growth. Enjoy building positive relationships and working with others, reflecting a people-focused approach that supports strong communication and teamwork.
Timeline
Customer Service Supervisor
CDS Global
2025.12 - Current
CIPD Level 3 - Foundation Certificate in People Practice
ICS Learn
2025.08 -
Level 3 RQF - Emergency First Aid at Work
Green Cross Training
2025.06 - 2025.06
TGUK Level 2 - Counselling Skills
Skills Network
2025.04 - 2025.04
Assistant Trainer
CDS Global
2024.04 - 2025.12
Customer Service Advisor
CDS Global
2023.04 - 2024.04
A-Levels - Extended Sports Diploma
Robert Smyth Academy
2017.09 - 2019.07
GCSEs -
Robert Smyth Academy
2015.09 - 2017.07