Teresa Flynn
London,United Kingdom
Summary
Dynamic and organised customer experience professional specialising in face-to-face customer service. I offer a positive and professional approach, and have the benefit of over a decade of experience working in London within the property sector. I am currently seeking a customer-facing position for working hours Saturday-Sunday weekly, in a fast paced environment in the hospitality sector to gain additional experience and apply my skills to successfully contribute to a team.
With a family history in catering, I have volunteered at catered events in addition to my corporate work experience, and had also worked at weekends as a hostess for Ham Polo Club during event days, where I would greet guests, chaperone to their seats at the clubhouse, and ensure that I was available and on-hand to assist with any queries or support during busy match days.
Overview
11
11
years of professional experience
Work history
Customer Experience Manager (Temp role)
Arada London (formally Regal London)
London
2025.08 - 2025.11
- Appointed as Customer Experience Manager to act as the first point of contact for homeowners, manage bookings for appointments, and resolve any enquires or customer complaints.
- I worked closely with the senior management team to agree quality standards and ensure that the new homes are delivered to purchasers not only in adherence to contractual requirements, but with lessons learned from customer feedback the interest of both commercial savings and process enhancements.
- Brand representative, learning details of sales products, quality standards, and other information needed to correctly respond to customer queries
- Improved customer satisfaction by implementing new feedback systems.
Enquiries Customer Service Manager
The Arch Company
London
2024.09 - 2025.06
- Setup and managed Enquiries team - majority of customers being food and beverage small businesses looking for commercial spaces to rent in London.
- Managed the day-to-day operations of a team of five Customer Service Agents, overseeing call answer rates, email responses, conversion statistics, and the professional development and performance of my team.
- Project lead during the rollout of a 'direct-to-customer' initiative, effectively scaling new business opportunities while maintaining high standards of service and comprehensive business and product knowledge.
- Reason for leaving – shareholder takeover, position no longer required
Customer Experience Manager
Conductor
London - Marylebone
2023.10 - 2024.06
- Sole managerial representative for a high-end property developer in Marylebone, responsible for driving customer satisfaction and brand reputation at a flagship development.
- Based at the main entrance Concierge as first point of contact for VIP customers, assisting with daily enquires and resolving any apartment issues.
- Managing and attending all customer appointments, including with interior designers, PAs, and other representatives, acting as a primary point of contact for build-related queries.
- Conducted client meetings and responsible for high-level reporting.
- Reason for leaving – contract role.
Senior Customer Liaison
Ballymore
London
2019.12 - 2021.07
- Managed a team of Customer Liaisons based on-site as the face-to-face representative for the newly built developments, and being on-hand for any customer support required.
- Developed and managed all buyer communications throughout the build process and offered guidance on financial preparations for legal completion.
- Managed daily on-site Customer Liaison team operations and ensured SOPs were implemented and upheld.
- Managed the booking system for valuation appointments and created CMLs for mortgage lenders.
- Undertook and oversaw customer appointments, including handover and home demonstrations, adapting to no-contact and virtual offerings during the global pandemic.
- Reason for leaving – redundancy
Customer Service Co-ordinator
Quintain
2017.04 - 2019.12
- Worked on behalf of the developer to inspect and handover multiple phases of the Wembley Park development (circa 470+ apartments), both Build to Rent and privately sold, spanning pre-practical completion to within and out of the two-year developers' warranty period.
- Face to face appointments with both private and PRS residents to demonstrate apartment workings on move-in and followed up on initial queries to ensure seamless move-in process.
- Conducted apartment snagging and final inspection design checks and trained new starters on inspecting new properties for functional and cosmetic snags.
- Held weekly meetings with the main contractors to report on defect closure and performance issues.
- Produced detailed monthly reports capturing defect and snagging statistics against relevant criteria.
- Reason for leaving – career growth opportunity
Customer Service Co-ordinator
St George PLC
2014.08 - 2017.04
- Key support role to the Customer Service Manager, based on-site at a new build residential development. Provided regular liaison with customers during the build process and was the key point of contact for any legal completion related queries. Strived to present all homes immaculately for formal handover and provided high levels of service during the warranty period. Developed a weekly process for defect closure and reporting, later implemented on other developments to achieve target Net Promoter scores.
- Reason for leaving – career growth opportunity
Education
Business and Administration Level 3 NVQ -
Tait Homes - Uxbridge College
Skills
- Excellent communicator, with vast experience working with an international clientele
- Highly organised brand ambassador, with a passion for representing company values through detailed attention to tasks
- Problem Solving – Personable, engaging, and action-based approach with customers at heart
- Team Leadership – Ability to manage and develop teams providing support and training where required
- Customer Service - Capable of working in a fast paced and demanding environment
Hospitality Experience
Ham Polo Club, Stewardess, 2016, 2016, With a keen personal interest in horse riding, in the summer of 2016 I volunteered as a weekend stewardess at a prestigious polo club in southwest London where I was assigned to greet high net worth members on their arrival and chaperone to the clubhouse for matches., My day would consist of firstly ensuring that initial presentation at the welcome gates and entrance were in-line with customer expectations, and I would dedicate my time to offering a polite and professional service to attendees both before and after the games, and work closely with the clubhouse and valet staff for a seamless member experience.
Timeline
Customer Experience Manager (Temp role)
Arada London (formally Regal London)
2025.08 - 2025.11
Enquiries Customer Service Manager
The Arch Company
2024.09 - 2025.06
Customer Experience Manager
Conductor
2023.10 - 2024.06
Senior Customer Liaison
Ballymore
2019.12 - 2021.07
Customer Service Co-ordinator
Quintain
2017.04 - 2019.12
Customer Service Co-ordinator
St George PLC
2014.08 - 2017.04
Business and Administration Level 3 NVQ -
Tait Homes - Uxbridge College