Josh Dove
Shildon
Summary
Accomplished professional with expertise in team management, leadership, and strategic planning. Demonstrates a strong ability to drive process improvement, oversee project management initiatives, and deliver effective training and development programmes. Skilled in coaching, mentoring, conflict resolution, and performance monitoring to foster high-performing teams. Proficient in IT support, troubleshooting, CRM and database management, as well as technical documentation. Adept at leveraging the Microsoft Office Suite for efficient documentation and operational excellence. Committed to enhancing organisational success through innovative strategies and continuous improvement.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work history
Deputy Team Leader
Sensee
2024.09 - 2026.05
- Manage live desk operations, monitoring advisor performance in real time, tracking call durations and wrap times, and resolving IT or process issues to maintain service levels.
- Plan and deliver structured one-to-ones, focusing on coaching, wellbeing, and performance feedback.
- Lead weekly huddles to share updates, reinforce team goals, and maintain engagement and morale.
- Designed and introduced coaching and one-to-one tracking tools, adopted by other Deputy Team Leaders to improve consistency and effectiveness across operations.
- Conduct dip checks and QA reviews, providing actionable feedback to raise call quality and compliance.
- Supported underperforming advisors with tailored coaching plans, resulting in measurable improvements in confidence, call control, and KPIs.
- Mentored peers, helping to build leadership capability within the Deputy Team Leader group.
- Frequently trusted to step up as Duty Manager, handling escalations, managing service delivery, and providing wider operational cover.
Customer Service Manager
Capita
Leeds
2021.10 - 2024.09
- Promoted from Advisor to Team Coach in November 2021 based on demonstrated leadership, communication skills, and ability to guide and motivate teams. Successfully transitioned into an acting manager role, driving performance improvements and fostering a positive team culture.
- Managed the day-to-day operations of a 24 advisor team, ensuring all KPIs and targets were consistently met or exceeded. Developed and implemented strategic workflows to optimize daily targets.
- Handpicked to oversee quality assurance for over 300 advisors. Collaborated closely with Team Managers to uphold service standards and identify areas for improvement, ensuring a consistent, high-quality customer experience. Conducted detailed reviews and performance audits, providing feedback that led to enhanced advisor performance and customer satisfaction.
- Led management training sessions, upgrading and updating existing documentation to equip new and experienced Team Leaders with the tools to excel in leadership roles. During a period of contract transition, acted as Interim Manager, handling escalated customer issues and ensuring smooth day-to-day operations.
- Selected to manage operations for O2, successfully driving a 20% improvement in performance and efficiency from 60% to 80% within 2 months. Focused on targeted coaching, data-driven decision-making, and implementing best practices to boost team morale and output.
Education
GCSEs - Completed GCSE education with passes in Mathematics, English and Science.
Prince Henrys Grammar School
Otley, Leeds 2011.09 - 2016.08
Skills
- Team Management & Leadership
- Training & Development
- Coaching & Mentoring
- Project Management
- Conflict Resolution
- Performance Monitoring & Feedback
- Strategic Planning
- IT Support & Troubleshooting
- Microsoft Office Suite
- Typing & Documentation
- CRM & Database Management
- Technical Documentation
- Process Improvement
Timeline
Deputy Team Leader
Sensee
2024.09 - 2026.05
Customer Service Manager
Capita
2021.10 - 2024.09
GCSEs - Completed GCSE education with passes in Mathematics, English and Science.
Prince Henrys Grammar School
2011.09 - 2016.08