Jane Kirk

The role is to support customers in their Airport experience and to provide accurate information in a professional friendly and courteous manner. My role covers all aspect of the Airport experience including Check in Security and Immigration.

Passengers also require assistance in the international departure lounge and assistance to get to the correct departure gates.

It is imperative that accurate information is given to passengers so I need to be able to use various computer systems and support networks to provide this information to them. The excellent training given for the role gave me a foundation of knowledge to carry out my duties however working within a supportive interactive team has been essential to my learning and confidence. I may not know how to answer a question or deal with a situation however there is always someone who can point me in the right direction. Team working and networking within the team and with other departments and other terminals is therefore essential to the role.

It is essential to communicate effectively verbally face to face with customers and colleagues and when using the tannoy system and telephones. The use of clear concise written information in emails is also essential. A good working knowledge of micro soft systems is necessary to communicate and document events.

In order to provide customers and colleagues with a secure safe environment it is essential to be proactive and responsive to the changes which happen frequently within the Airport environment. It is important to be assertive resilient and to handle any changes in a confident manner whist always putting customers at the centre of everything we do.

Being punctual and reliable and aware of how any actions can impact the team and customers' is imperative to this role also.

• Increased customer satisfaction rates by providing excellent customer service to residential customers through effectively communicating meter statuses and functionality.
• Working collaboratively with management companies to provide accurate and detailed surveys of their internal metering equipment. Passing the information to United Utilities so that accurate bills and metering information can be used to provide accurate bills to customers.
• Appropriate use of company's I.T equipment to ensure that all of the detailed information is transferred accurately to metering support services and directly onto united utilities databases adhering to data protection regulations.
• Communicating effectively face to face via email micro-soft teams and Word documents in team meetings and to managers and back office support. Using company IT equipment to communicate both verbally and in writing to residential customers and management companies.

• Went [395] days without accident on 30-mile daily routes.
• Used Temetra soft-ware to transfer collected data to company databases daily.
• Repaired non-functioning meters and tested to verify operational status.

• Drove company vehicles safely and legally across national pick-ups and deliveries, maintaining brand reputation.
• Selected efficient routes in compliance with delivery instructions and fuel policies, continually meeting company targets.
• Loaded and unloaded merchandise at stores and vendor locations, working safely and efficiently to limit disruption to other road users.
• Interpreted maps effectively, following written and verbal directions as required to navigate optimal delivery routes.
• Utilised hand-held devices to capture, document and communicate proof of delivery.
• Minimised complaints by maintaining clear communication with customers, promptly advising of schedule changes.
• Notified management of vehicle safety concerns and issues, enabling prompt maintenance and repair.
• Maximised vehicle performance by completing basic vehicle maintenance, including air pressure checks and oil changes.
• Contacted customers ahead of parcel drop-offs, effectively confirming and coordinating delivery times.
• Communicated customer complaints, requests and feedback to company management for swift resolution.
• Completed daily pre-trip inspection checklists ahead of customer drop-offs, maintaining order and delivery accuracy.

I worked on a contract for the Ministry of Justice fitted electronic monitoring equipment for individuals who had been released early from Prison or who were on Bail pending trial. I had to fit and test the equipment in the subject's homes and demonstrate how the equipment worked. It was also necessary to write detailed statements to the police and to the courts if the subject's broke their curfews.

I was given a task sheet and had to compete the work each day to meet home office dead-lines. I used internal IT systems fo complete my tasks and do my reports.

Whilst a student and after leaving university I did various customer service roles. I worked for Marks and Spencer on the shop floor in various departments. I also worked for British Gas City Bank and Esure doing customer service roles in a call centre environment.