Sarah Broome

As a Senior Relationship Manager, I am responsible for managing and developing relationships with key commercial and high-value clients while overseeing the day-to-day needs of a diverse customer base. I act as the primary point of contact, ensuring exceptional customer service, efficient job scheduling, and successful delivery of locksmith services.

Key Responsibilities:

• Manage a portfolio of senior and key client accounts, building long-term relationships and ensuring high levels of customer satisfaction.
• Serve as the main point of contact for commercial clients, handling enquiries, service requests, and account management.
• Coordinate and scheduled locksmith appointments, ensuring efficient and timely service delivery.
• Deliver outstanding customer service by resolving issues, responding to enquiries, and providing professional advice.
• Process bookings, quotations, and work orders while maintaining accurate customer records.
• Liaise with suppliers to ensure smooth day-to-day operations.
• Prioritise emergency call-outs and manage customer expectations during high-demand periods.
• Identified opportunities to strengthen client relationships and increase repeat business through proactive account management.
• Monitor service performance and maintain high standards of communication and customer care.
• Assist in improving operational processes to enhance efficiency and service quality.

As Director, I was responsible for overseeing all aspects of the business, including operations, client management, business development, and financial performance. I successfully managed the day-to-day running of the company while ensuring high standards of service delivery and customer satisfaction.

Key Responsibilities:

• Directed the overall operations of the business, ensuring efficient service delivery and business growth.
• Developed and maintained strong relationships with residential and commercial clients.
• Managed quotations, contracts, invoicing, and customer accounts.
• Recruited, trained, and supervised cleaning staff, ensuring high performance and compliance with company standards.
• Scheduled staff and allocated workloads to maximise efficiency and meet client requirements.
• Maintained quality control through regular inspections and prompt resolution of customer concerns.
• Managed budgets, cash flow and financial reporting.
• Identified new business opportunities through networking, referrals, and marketing initiatives.
• Ensured compliance with health and safety regulations and industry best practices.
• Implemented operational processes to improve productivity, service quality, and customer retention.

• Used persuasive selling techniques to convert enquiries into sales.
• Maintained up-to-date knowledge of products, contributing to successful telesales pitches.
• Upheld company policies whilst making outbound calls to clients.
• Cultivated long-lasting business relationships by providing personalised solutions as per client needs.
• Worked towards achieving individual monthly targets consistently without compromising on quality of service provided.
• Enhanced customer relationships by responding promptly and accurately to enquiries.
• Tracked calls and sales data for insight into market trends.
• Built rapport with customers for effective telesales promotion.
• Handled difficult situations calmly under pressure, demonstrating excellent resilience and problem-solving skills.
• Presented product offerings persuasively during phone conversations, leading to notable increase in conversion rates.
• Managed high call volumes, ensuring excellent customer service standards were maintained.
• Conducted follow-up calls with customers for improved relationship management and retention rates.
• Collaborated with team members to achieve collective sales targets.
• Delivered exceptional customer experience by addressing all queries effectively and courteously.
• Provided excellent customer service, upholding high level of customer satisfaction.