- Captain of my local cricket team & regularly play badminton and five-a-side football on a weekly basis, both for fitness and social benefits
- Prolific traveller both in the UK and around the world
- Full driving licence
Stuart Walding
Northampton ,Northamptonshire
Summary
Vast experience in managing customer care teams to deliver exceptional service and resolve complex issues promptly. I'm extremely skilled in fostering a positive team environment and implementing strategies to improve customer satisfaction. I pride myself on excellent communication and problem-solving abilities, which ultimately enhance operational efficiency.
Overview
19
19
years of professional experience
Work History
Customer Care Team Manager
illycaffe UK
Northampton, Northants
2006.09 - 2026.02
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members alike.
- Coordinated with other departments (finance team, key account managers, procurement) to resolve complex customer issues promptly and efficiently.
- Introduced a CRM system to track customer interactions, resulting in a more personalised service and increased customer loyalty.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Managed a team of customer care professionals, monitoring performance to maintain high service standards.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Established a knowledge base for commonly encountered issues, reducing resolution time and improving first-call or single e-mail resolution rates.
Education
Bachelor of Science - Valuation Surveying
Staffordshire University
Stoke-on-Trent1995-01
A-Levels -
Northampton School for Boys
Northampton1992-01
Skills
- Customer relationship management
- Customer service
- Team leadership
- Performance management
- Complex problem solving
- CRM implementation
- Cross-department collaboration
- Customer issue resolution
- Training development
- Positive attitude
- Time-management
- Decision making
- Effective communication
Interests
Timeline
Customer Care Team Manager
illycaffe UK
2006.09 - 2026.02
Bachelor of Science - Valuation Surveying
Staffordshire University
A-Levels -
Northampton School for Boys