Luke Workman
birmingham ,solihull
Overview
4
4
years of professional experience
Work History
senior customer service advisor
`NFU Mutual
Stratford upon avon , warwickshire
06.2024 - Current
- Handled 30–40 inbound customer calls daily, delivering accurate information tailored to individual circumstances.
- Supported customers with diverse needs, adapting communication styles to ensure clarity and trust.
- Managed complex queries, including complaints and trust-related issues, escalating as necessary for fair resolution.
- Provided non-advised information on pensions, investments, and financial policies from the 1960s onward.
- Maintained precise administrative records, case notes, and follow-ups while adhering to data protection standards.
- Built strong relationships with customers and internal teams to enhance service delivery and improvement.
Deputy Store Manager
Aldi
birmingham, west midlands
02.2022 - 05.2024
- Facilitated daily store operations, consistently meeting sales and service targets to drive overall performance.
- Delivered exceptional customer-first service while upholding operational standards.
- Coached team members on managing complex customer interactions, improving team confidence and service delivery.
- Collaborated with colleagues to improve sales performance and service quality, fostering a supportive team environment.
- Provided clear solutions for customer queries and complaints, ensuring professional service.
- Escalated complex issues to facilitate swift resolution of customer concerns.
- Maintained accurate records to guarantee compliance with policies and procedures.
Education
GCSEs -
Light Hall
Birmingham, BIR2018
Skills
Key Skills
Customer Service & Communication
- High-volume call handling (30–40 calls/day)
- Quality conversations & active listening
- Supporting customers with additional needs
- Complaint & sensitive case management (including trusts)
- Customer needs assessment & problem-solving
Financial Knowledge & Compliance
- Non-advised financial product information (pensions, stocks & shares)
- Knowledge of financial policies dating from the 1960s to present
- Regulatory compliance & policy adherence (GDPR/DPA)
- Accurate record-keeping & administrative tasks
Teamwork & Performance
- Relationship building with colleagues & stakeholders
- Coaching and supporting team members
- Meeting performance & sales targets
- Collaborative working & contributing to continuous improvement
Personal Attributes
- Strong attention to detail
- Adaptability & ability to handle complex situations
- Results-driven & self-motivated
Timeline
senior customer service advisor
`NFU Mutual
06.2024 - Current
Deputy Store Manager
Aldi
02.2022 - 05.2024
GCSEs -
Light Hall