Scott Underwood
Sheffield,UK
Summary
I am a friendly and reliable customer service professional with solid experience in both retail and fast-paced customer-facing roles. I enjoy helping people, solving problems, and making sure every customer leaves with a positive experience. I am quick to pick things up, work well under pressure, and always ready to support the team. I am now looking to take the next step into a management position where I can build on my skills, and help lead a strong, customer-focused team.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Advisor and Stock Controller
ASG Boilers
01.2018 - 07.2025
- Provide technical assistance and diagnose faults in boiler systems.
- Resolve customer complaints, ensuring satisfaction and loyalty.
- Schedule engineer call outs and service appointments to optimise workflow.
- Monitor stock usage and manage inventory levels effectively.
- Order and distribute stock to engineers to maintain operational efficiency.
Customer Solutions Advisor
Carillion PLC
10.2016 - 01.2018
- Oversaw facilities management for RBS property within a small team.
- Arranged urgent repair attendance following contractual SLAs and KPIs through client communications.
- Prioritised job requests to ensure timely response and resolution.
- Pursued updates on ongoing jobs to maintain workflow efficiency.
- Managed a case load of complaints, ensuring prompt resolutions.
- Logged new work requests to facilitate effective task management.
Retail Assistant
Netto Ltd
06.2015 - 10.2016
- Delivered exceptional customer service in a high-traffic retail environment.
- Executed stock replenishment to ensure optimal product availability.
- Maintained store and warehouse organisation for improved efficiency.
Surveyor, Customer Service and Admin
PJD Plumbing and Heating
01.2011 - 06.2015
- Contacted potential customers from leads provided by various suppliers.
- Visited customer properties to assess needs and provide accurate pricing.
- Prepared detailed quotes for customers based on assessments.
- Co-ordinated supply logistics for stoves to ensure timely delivery.
- Managed installers' schedules to optimise workflow efficiency.
- Ordered and collected flue and installation supplies to support projects.
- Assisted with stove installations as required, ensuring quality standards.
Customer Service Advisor
Royal Mail
07.2009 - 12.2010
- Handled high call volumes while resolving finance queries for Royal Mail business customers.
- Established customer queries through active listening to ensure swift resolutions.
- Explained invoice charges and services associated with customer accounts.
- Processed invoice payments over the telephone and allocated them accurately to accounts.
Education
GCSEs - English, Maths, Sciences, Geography, History, Food Technology, Information Technology
Rawmarsh Comprehensive School
09.1993 - 07.1998
Skills
- Technical product understanding
- Product troubleshooting
- Complaint resolution
- Telephone etiquette
- Customer account management
- Stock management
Timeline
Customer Service Advisor and Stock Controller
ASG Boilers
01.2018 - 07.2025
Customer Solutions Advisor
Carillion PLC
10.2016 - 01.2018
Retail Assistant
Netto Ltd
06.2015 - 10.2016
Surveyor, Customer Service and Admin
PJD Plumbing and Heating
01.2011 - 06.2015
Customer Service Advisor
Royal Mail
07.2009 - 12.2010
GCSEs - English, Maths, Sciences, Geography, History, Food Technology, Information Technology
Rawmarsh Comprehensive School
09.1993 - 07.1998
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