Patsy Boyce
Shaw Trust
London
Work preference
Desired job title
Customer Support SpecialistCustomer Service RepresentativeAdministrative CoordinatorAdministrative ManagerProject Manager
Work Type
Full time
Location preference
Hybrid
Location:
London
Open to relocation:
Yes
Minimum Desired Compensation
£42000/yr
Important to me
Career advancementPaid time offContribution to a private pension planPaid sick leaveHealthcare benefits
1
Certification
4
years of post-secondary education
29
years of professional experience
Client-management professional with over 14 years of experience in program coordination and caseload management, complemented by 20 years of delivering exceptional customer service. Expertise in planning, prioritizing, progress tracking, risk management, and stakeholder engagement. Proven ability to apply project management skills to ensure timely and successful project delivery.
Work history
Client Support Advisor
9 Years 5 Months- Supported customers through regular communications about the National Careers Service programme to help them achieve job and learning outcomes via phone, text, email, or digital channels.
- Scheduled appointments for customers requiring additional IAG support with a careers adviser
- Maintained CRM systems accurately and arranged necessary follow-up actions.
- Supported performance maximisation while meeting KPIs, compliance, and quality standards.
- Monitored customer progress against career management goals.
- Documented complaints and compliments in line with Shaw Trust procedures.
- Generated activity reports as required. Provided flexible support to thefirst-contact adviser team with initial bookings following triage.
- Aided clients in business growth, income generation, and sustainment over 52 weeks.
- Managed difficult situations professionally, resulting in improved client relationships.
- Supported cross-functional teams on large projects, thereby contributing to organisational growth.
- Offered personalised solutions to resolve specific client concerns effectively and efficiently.
- Demonstrated notable problem-solving skills whilst dealing with challenging client scenarios
Employment Consultant / Client Liaison Consultant
4 Years 1 MonthBar Staff
1 Year 5 Months- Assisted with drink service and distribution of bar snacks.
- Maintained cleanliness and organisation of bar area.
- Managed washing of glasses and oversight of empty bottle inventory.
- Consistently cleared and tidied tables throughout service.
Sales Advisor
2 Years 4 Months- Assisted customers with product-related inquiries.
- Operated tills and barcode scanners efficiently.
- Processed payments including cash, card, cheques, and vouchers.
- Checked stock levels and restocked shelves as needed.
- Bagged items and removed security tags without issues.
- Maintained cleanliness and presentation of the store.
Store Manager
3 Years 8 Months- Supported team in achieving sales targets through recruitment, training, performance management, and development initiatives.
- Maintained store premises and enhanced visual displays to improve customer experience.
- Assisted with stock control, ordering, and inventory checks to ensure product availability.
- Coordinated sales events and promotions to drive foot traffic and increase sales.
- Addressed customer queries, complaints, and feedback to enhance service quality.
- Ensured adherence to security, health and safety, and legal procedures for smooth operations.
- Monitored sales floor activities to promptly resolve issues and provide support to staff.
Sales Assistant / Admin
3 Years 11 Months- Assisted customers with inquiries and provided product guidance.
- Processed transactions and managed cash handling duties.
- Supported customers in finding items and delivering product knowledge.
- Monitored inventory levels and initiated stock orders.
- Designed visually appealing product displays.
- Organised staff schedules and resolved customer issues.
Education
GCSEs - Maths, English Literature, English Language, History, Art, Geography, Science
Skills
Verbal and written communication
Project management and organization
Coaching and mentoring
Target achievement
Stakeholder management
Microsoft Office proficiency
Project coordination
Task prioritization
Progress tracking and reporting
Risk management and problem-solving
Process improvement
CRM management and data entry
Cross-team collaboration
Customer journey management
Time management
Certification
ISAT Cyber Security Awareness
Level 3 in IAG (Information, advice and guidance)
Timeline
Client Support Advisor
Shaw Trust
2017.05 - 2026.10Read More
Employment Consultant / Client Liaison Consultant
Seetec
2013.04 - 2017.05Read More
Bar Staff
The Westbury
2008.01 - 2009.06Read More
Sales Advisor
Harrods
2005.12 - 2008.04Read More
Store Manager
Footlocker
2002.04 - 2005.12Read More
Sales Assistant / Admin
JD Sports Ltd
1998.05 - 2002.04Read More
Morpeth Secondary School
GCSEs from Maths, English Literature, English Language, History, Art, Geography, Science
1991.09 - 1995.07Read More