Kyle Archer

In the customer contact team, we deal with thousands of contacts from customers per year and being a part of this makes me feel really lucky.

some of the things that I am responsible for is:

• Acted as the first point of contact for customer enquiries via telephone, email, post, social media, and in-person visits across branches and reception areas, delivering a high standard of service and support.
• Resolved a high volume of customer queries and transactional requests at first contact, ensuring swift and effective service while maintaining customer satisfaction.
• Handled sensitive and complex customer concerns, using conflict resolution and mediation skills to achieve positive outcomes and escalate where necessary.
• Generated and tailored outbound correspondence and telephone communications to meet individual customer needs, ensuring clarity, empathy, and professionalism in every interaction.
• Maintained accurate records for KPIs and other performance metrics to support business insights and senior management reporting.
• Identified and raised process improvement opportunities, actively contributing to service enhancements across customer-facing teams.
• Supported the wider contact centre team by sharing knowledge, contributing to best practices, and promoting collaborative resolution of customer complaints.
• Ensured all actions met organisational policies, compliance standards, and quality benchmarks.
• Working with the Customer Accounts team to help with debt management or income support. even taking payments.

As part of my role, I regularly support the reception desk a minimum of two days per week, though this often increases depending on business needs. I’m flexible and responsive to these demands, stepping in when needed to ensure smooth front-of-house operations. My frequent presence at reception has allowed me to build strong, trusting relationships with many of our regular customers, who often prefer to speak directly with me. This trust has developed through consistent, honest communication and a reputation for listening carefully while acting in their best interests.

I handle a range of queries and concerns at first point of contact, even in complex or sensitive situations, always aiming to resolve issues efficiently and with empathy. While I prioritise positive outcomes, I remain realistic and transparent, managing expectations and delivering honest responses—even when they may not be what the customer hopes to hear. I believe in respecting people’s time and needs by providing clear answers up front, rather than referring them unnecessarily elsewhere. This approach helps maintain customer confidence and supports the overall effectiveness of our service.

I regularly handle interactions with distressed or aggravated customers, often relating to issues such as antisocial behaviour, complaints, or outstanding repairs. Drawing on the experience I’ve gained over the past year—and through close collaboration with departments like Repairs, Complaints, and Tenancy Compliance—I’m able to de-escalate situations effectively and manage conversations with empathy and professionalism. I remain calm under pressure, listen actively, and work to find practical solutions that address both customer concerns and business procedures.

In this role, my main responsibilities are to reduce the waiting list of customers that are awaiting support to be able to live independently as it is our job at the Independant Living Service to ensure that everybody is able to live independantly. This did mean that I had to sell the service to customers, while still maintaining a personal approach as I believe that we are all human and all deserve support.

I was headhunted due to my people skills, ability to handle stress and ensuring that jobs are not just done well but done to the best of my abilities. I was brought in to make sure that customers are efficiently offered and given the support that they are in need of.

I managed incoming customer calls, added them to our waiting list, and followed up when services became available in their area. I completed initial assessments via phone, prepared support plans, and arranged in-person visits to sign clients up for services. This included travel using my own vehicle and working flexibly from home or various office locations while maintaining a high client throughput.

I largely manage my own workload and have developed strong time-management skills. As a member of two teams, I collaborated with over 20 colleagues, regularly contributing ideas to improve service delivery—some of which have been implemented, resulting in increased efficiency and profitability.

I am confident in using Excel, Outlook, and Word as part of my daily responsibilities.

• My role as a store assistant is one of many extremely important attributions to the hospital. It is my job to order almost absolutely everything that the hospital needs to be able to function. I have a lot of contact with hundreds of suppliers. To be able to have a functioning working relationship with our suppliers means needing to have good communication skills over email and over the phone. When an item becomes unavailable is my job to find an alternative or outsource the item. I am also involved in contracts that we currently have with suppliers and also setting up new contracts with new suppliers.
• Also included in my criteria is replenishing the stock for the 10 store locations across the hospital and making sure that every department has everything that they need, myself and my team are responsible for over 20,000 different items and as a result of that, we deal with a high cash flow.
• Another thing that myself and my team are responsible for is creating the pick bag for each operation (all consumables needed including drapes and saw blades, syringes and needles). We also fill out something called a three day report to be able to look three days ahead for all the operations that we need to prepare for and then as a result of that, I order everything that we will need for the upcoming couple of days.
• Any issues with stock that we have has to be resolved quickly and efficiently and as seamlessly as possible to maintain our ability to carry out operations and procedures. Due to this being such a significant aspect of the job, I feel as though myself and my team can do this quite efficiently and we do it daily due to a global supply issues.

• Working as a healthcare assistant in this position, it was my role to get the theatre ready in the morning for the procedures that we have for the day and make sure that the surgeon and rest of the team is well equipped for the day ahead.
• During the day, I fill out the paperwork for every patient and do all the checks that are required to ensure that we have the right patients and procedures planned. The Theatre register is a legal document and must be signed by myself for every operation, along with all the other critical paperwork that I must fill out.
• Before starting any and every operation, it was my job to check that everything we will need is there and is working. This goes from the endoscopic camera to all of the saws and gas cannisters that will be used during the operation and all trays necessary.
• A typical day is from 07:30-18:00 with the occasional late (07:30-20:30) as there are no operations booked later than 20:30.

• In this position I operated the Weighbridge. I weighed lorries in and out, I chose where they are going and what material they are carrying depending on the jobs i felt suitable which ranges from a very fine dust for concrete all the way up to tarmac for roads and pavements.
• I took orders and put them on the computer and I was in constant contact with drivers and ground workers on site that they were going to. I was responsible for creating a dispatch sheet for the following day, organizing tickets, dispatching stone and tarmac and ensuring the driver and ground workers on site are happy.
• I answered the phone all day and took orders when I was not weighing lorries in and out and sorting the sheets (drystone and asphalt). I was able to work within a team and often independently when required. i covered shifts on the weekend on my own which meant operating the weighbridge and schedule alone ensuring health and safety regulations were being followed and started in the week on the early morning starts (06:30-16:30 and 04:30-14:30).
• I also did some experience with blasting (setting up the explosives) and this involved helping drilling the holes in the ground, making the charges for the explosions and performing safety checks to make sure the quarry is safe for detonation. While doing this, I drove around the quarry in one of the 4x4's to ensure everything was safe.