Millie Bunn

• Acted as first point of contact for customers, handling high volumes of inbound calls within set time targets.

• Transferred calls to appropriate departments to ensure efficient resolution, mirroring switchboard call-routing responsibilities.

• Accurately recorded all customer interactions and maintained up-to-date records on internal systems.

• Managed sensitive and sometimes distressing conversations, remaining calm and professional at all times.

• Completed income and expenditure assessments and set up realistic repayment plans.

• Supported vulnerable customers experiencing financial hardship or emotional distress, demonstrating empathy and safeguarding awareness.

• Explained complex financial information clearly and accurately.

• Adhered strictly to company compliance, data protection and confidentiality policies.

• Multitasked across systems while speaking with customers to ensure seamless service delivery.

• Handled inbound customer enquiries in a professional and efficient manner, ensuring queries were resolved accurately and within strict performance and call time targets.

• Supported individuals who had tested positive for COVID-19, providing clear guidance and reassurance during sensitive conversations.

• Accurately inputted confidential customer information into internal systems, ensuring records were fully updated and compliant with data protection procedures.

• Maintained precise and confidential documentation within internal databases at all times.

• Completed regular training to maintain strong product and system knowledge.

• Delivered clear, empathetic and supportive communication during high-demand periods while managing a high volume of calls.

• Worked in a fast-paced environment requiring strong teamwork, clear communication, and the ability to perform effectively under pressure.

• Worked collaboratively within a team to ensure smooth day-to-day operations and consistently support colleagues during busy periods.

• Handled customer enquiries and resolved complaints quickly and professionally, ensuring a positive customer experience.

• Processed cash and card payments accurately while maintaining detailed and precise transactional records.

• Followed strict health, safety, and operational procedures to maintain compliance and a safe working environment.

• Demonstrated flexibility by supporting different roles and working various shifts as required.