Tara Harrison
Barnsley
Summary
Experienced Customer Relations Advisor skilled in handling complex complaints, supporting team performance, and delivering compliant, high-quality outcomes within a fast-paced rail environment. Trusted to manage escalations, support supervisory duties, and coach colleagues. Demonstrates strong judgement, attention to detail, and the ability to balance customer needs with organisational priorities. Seeking to progress into a Team Leader/Supervisor role to drive performance, support development, and enhance customer experience.
Overview
7
7
years of professional experience
Work history
Customer Relations Advisor
Northern Trains
Sheffield
2022.09 - 2026.04
- Support Team Leaders by covering supervisory responsibilities and providing guidance to colleagues
- Assist in onboarding and training new starters, improving team capability and consistency
- Handle complex, high-risk, and escalated complaints, delivering fair, policy-compliant outcomes
- De-escalate sensitive customer situations, protecting company reputation and improving satisfaction
- Entrusted to manage escalated complaints on behalf of senior leadership, delivering the appropriate resolutions
- Gained knowledge in handling Subject Access Requests (SAR), Freedom of Information (FOI), and Right to be Forgotten (RTBF) requests, ensuring GDPR compliance
- Produce detailed accident and incident reports, liaising with Health & Safety teams to ensure accurate recording and compliance
- Manage environmental and complex complaints, balancing customer needs with organisational risk and policy
- Identify recurring customer issues and escalate trends to improve processes and service delivery
- Maintain strong working knowledge of company policies (including Delay Repay and NRCOT) to ensure accurate decision-making
- Consistently meet quality and productivity targets within a high-volume environment
- Manage customer enquiries across telephone and email channels, ensuring timely and professional responses
- Maintain accurate records and documentation in line with GDPR and company standards
Office Administrator
Harron Homes
Chesterfield
2022.03 - 2022.08
- Coordinated office administration processes, including managing staff holiday requests and maintaining accurate records
- Acted as a key point of contact for telephone enquiries, ensuring professional and timely responses
- Maintained and updated company website content, ensuring consistency and accuracy of information
- Conducted site visits to support operational activities and ensure accurate updates were communicated to teams
- Supported senior leadership by assisting with Managing Director diary management and scheduling
- Managed office resources, including procurement of supplies and equipment to maintain operational efficiency
Test Centre Operative
Sheffield City Council
Sheffield
2021.03 - 2022.03
- Led a team of 15, overseeing daily operations and ensuring service delivery targets were achieved
- Monitored KPIs and performance metrics, implementing improvements to increase efficiency and output
- Managed team performance, addressing under-performance and recognising achievement
- Resolved team conflicts and maintained a positive, productive working environment
- Analysed operational reports to identify inefficiencies and improve workflow processes
- Coordinated with internal and external stakeholders to deliver effective services
- Ensured compliance with strict health, safety, and operational protocols
Hairdressing Apprentice
Vanilla by Sara Barlow
Sheffield
2019.10 - 2021.02
- Delivered high levels of customer service, contributing to a welcoming and professional environment
- Supported daily operations to ensure smooth running of appointments
- Maintained hygiene, cleanliness, and health & safety standards during COVID-19
- Built strong client relationships, contributing to repeat business and positive feedback
- Supported team development through collaboration and shared knowledge
Education
GCSE - English Language, English Literature, Mathematics, Science, Health & Social Care Dissertation
Aston Academy
Rotherham 9 2014 - 6 2019
Skills
- Team Leadership & Supervision
- Performance Management & KPI Monitoring
- Coaching & Training
- Complaint Resolution & De-escalation
- Customer Relationship Management
- Conflict Resolution
- Policy Compliance & Decision Making
- Data Protection & GDPR Awareness
- Data Analysis & Reporting
- Stakeholder Communication
- Time Management & Organisation
- Decision Making & Problem Solving
Timeline
Customer Relations Advisor
Northern Trains
2022.09 - 2026.04
Office Administrator
Harron Homes
2022.03 - 2022.08
Test Centre Operative
Sheffield City Council
2021.03 - 2022.03
Hairdressing Apprentice
Vanilla by Sara Barlow
2019.10 - 2021.02
GCSE - English Language, English Literature, Mathematics, Science, Health & Social Care Dissertation
Aston Academy
9 2014 - 6 2019