Jenny Pinfield

• Work alongside the CC Coordinator and with Shift Supervisors to manage the day-to-day Contact Centre resource, balancing workloads across peaks and troughs and contingency planning to guarantee optimal service delivery
• Task Allocation - Fairly assign tasks according to workload Taking Learning & development and Quality outputs into consideration to ensure consistent capability of contact centre members.
• Allocate tasks for cover for training, events, 1:1s, and lunches in readiness for the Shift Runner to monitor
• Allocate work requests raised which require contacting customers to the most suitable staff members.
• Daily communications and engagement - Run briefings and assist with announcements across Contact Centre staff, ensuring that communications are delivered in an accurate and timely manner to support and embed change
• People Management - Leads a designated team within the Contact Centre, acting as their line manager to provide regular 1:1’s, Wellbeing and personal development.
• Handling day-to-day employee management responsibilities, motivating and developing the team, providing recognition and constructive feedback on a regular basis whilst applying company policies and procedures to create a sense of connection and team support.
• Undertake Contact Centre associated projects as part of your development, working with different functions to gain experience of wider operational procedures (this may include but is not limited to complaints. CC Support - scheduling & planning, recruitment support)

• Maintained accurate knowledge of current services to provide informative customer advice.
• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Speak to various customers of the service from Housing Officers, to service users
• Arranged emergency assistance to customers when required including Police, Ambulance Service.
• Identify possible safeguarding concerns and ensure passed to the relevant services to ensure further investigation

• Maintained confidential case documentation in line with data protection regulations.
• Attended regular training and supervision workshops for improved service user support.
• Whilst maintaining Supervisory support I have provided counselling services to clients who have presented issues within bereavement through suicide, grief and loss, bullying, anxiety, depression, cancer, Autism, family issues, alcoholism, negative thinking patterns, anger, child sexual abuse and catastrophising

During my time at Pizza Express I utilised the companies’ development and progression routes.

• My responsibilities include shift management, stock control, budget control, labour costing and cash banking, key holder responsibilities, customer praise and complaints resolution, as well as Health & Safety, legal monitoring such as temperature/cleanliness controls and Premises Licensee responsibilities.
• Waiting on customers maintaining the business’ ethics and practice ensuring that clients are exceptionally catered for.
• Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
• Prevented allergen cross-contamination through meticulous food preparation, cooking and plating.