Jamie Stafford-Hallam
Cheshire
Summary
Dynamic integrated controller with over 4 years of experience in coordinating planning, engineering, and customer operations for fibre services at BT Openreach. Expertise in enhancing operational efficiency through real-time updates and strong task ownership, ensuring consistent service continuity. Proven track record in managing appointment scheduling and escalating at-risk orders for timely service delivery. Dedicated to adding value through efficient resource allocation and exceptional customer service in new roles.
Overview
1
1
Certification
5
5
years of post-secondary education
16
16
years of professional experience
Work history
Intergraded Allocation Controller
BT Openreach
Birmingham, England
2021.09 - 2026.07
- Function as a central coordination point among planning, engineering, and customer operations to facilitate seamless delivery of fibre services.
- Collaborate closely with field engineers, participating in daily start-of-day and end-of-day calls to review scheduled work, discuss completions, and manage any outstanding tasks.
- Construct new orders by reviewing job packs, identifying any specialist requirements, and ensuring all prerequisites are established for smooth execution.
- Proactively arrange customer appointments and allocate suitable engineering resources using the Task Force scheduler.
- Assume ownership of tasks from initiation to completion, managing every phase of the process while maintaining service continuity and accountability.
- Monitor job progress through real-time updates in systems such as GANTT and COSMOSS, ensuring accurate task linking and immediate identification of delays or blockers.
- Facilitate, modify, and manage delays (e.g., deemed consent, Openreach delays) in real time, escalating at-risk orders in accordance with contract matrix escalation pathways.
- Uphold high-quality, accurate job notes and maintain all progress and customer-facing systems (e.g., Clarity/Notify) up to date using the What, What, When communication method.
- Effectively manage the functional mailbox, prioritising and responding to time-sensitive communications, including urgent escalations and customer access requirements.
- Ensure strict adherence to date management processes, only adjusting planned dates when justified, and proactively highlighting risks to Required By and Expected End Dates.
- Manage deemed consent and Openreach delays, adding and removing them in real time as soon as they are identified.
- Reference the contract matrix to ascertain correct escalation touchpoints, whilst supporting the field by managing non-fluid further requests and following up on outstanding work.
- Promptly close completed circuits and ensure all records reflect real-time status, facilitating accurate reporting and performance metrics.
Customer Service Coordinator / Team Senior
Dairygold Food Ingredients
Crewe, England
2019.02 - 2021.09
- Captured and processed customer orders efficiently across multiple platforms (email, EDI, vendor portals).
- Managed complaint logging within the CRM, followed up on credit/returns, and secured concessions for product variances.
- Collaborated with planning and logistics teams to ensure accurate delivery timelines and effective stock management.
Motor Insurance Claims Manager
NRMA Insurance
Parramatta, Australia
2018.04 - 2018.10
- Recorded and evaluated motor claims, determined liability, and finalised cases in accordance with NSW road rules.
- Resolved disputes and managed complaints, ensuring customer satisfaction and adherence to regulatory compliance.
Client Manager
Suncorp Insurance
Sydney, Australia
2017.11 - 2018.04
- Managed property claims up to $50,000, including same-day settlements ('one touch claims').
- Coordinated interactions between clients, builders, and assessors, ensuring timely resolution of property damage claims.
Various IT Service Desk Roles
Atos
Crewe, England
2010.02 - 2017.10
- Advanced from support analyst to team leader overseeing first-line support activities.
- Resolved a high volume of IT issues, mentored junior staff members, and ensured compliance with service-level agreements.
Education
NVQ Level 2 - Beauty Therapy, Key Skills Level 3 in IT and Communication
South Cheshire College
Crewe 2003.09 - 2005.05
10 GCSEs - undefined
Ruskin County High School
Crewe 1999.09 - 2003.06
Skills
- Oracle E-Biz
- CRM
- Task Force
- COSMOSS
- IT Support
- Service Desk Operations
- Order Processing
- GANTT
- EDI
- Customer Service
- Client Relations
- Team Leadership
- Staff Mentoring
- Communication
- Escalation & Complaint Handling
- Scheduling
- Resource Allocation
- Problem Solving
- Strong stakeholder management
Certification
- ITIL Foundation Certificate in IT Service Management 2015
- NCFE Level 2 Certificate in Principles of Customer Service 2021
Timeline
Intergraded Allocation Controller
BT Openreach
2021.09 - 2026.07
Customer Service Coordinator / Team Senior
Dairygold Food Ingredients
2019.02 - 2021.09
Motor Insurance Claims Manager
NRMA Insurance
2018.04 - 2018.10
Client Manager
Suncorp Insurance
2017.11 - 2018.04
Various IT Service Desk Roles
Atos
2010.02 - 2017.10
NVQ Level 2 - Beauty Therapy, Key Skills Level 3 in IT and Communication
South Cheshire College
2003.09 - 2005.05
10 GCSEs - undefined
Ruskin County High School
1999.09 - 2003.06