Thomas Jamieson
Dundee,Dundee City
Summary
Dedicated professional with a strong background in customer-focused roles, demonstrating a passion for delivering outstanding customer service. Proficient in English with excellent verbal and written communication skills, adaptable to various communication styles. Skilled in problem-solving and decision-making, capable of assessing situations and making informed decisions under pressure. Proven ability to work collaboratively within a team as well as independently, showcasing adaptability and a positive attitude in dynamic environments.
Overview
23
23
years of professional experience
Work history
Fault Dispatch team
SSE
12.2013 - 01.2025
- I currently work within the Fault Dispatch team, which is a fast-paced, target-driven environment
- As individuals and as a team, we have a responsibility to deliver company SLAs within our regulatory requirements whilst maintaining good customer outcomes at the fundamental heart of what we do.
Customer Account Advisor
Scottish and Southern Energy
05.2006 - 12.2013
- Working within Scottish and Southern Energy one of the best-known names in the industry as a customer account advisor
- My role involves me to be an ambassador for the company promoting the company's products and services and living the SSE Values in my everyday life in and out of my employment although I have only been in my position for 6 months I greatly enjoy my role within the department
- The role involves dealing with inbound calls on behalf of SSE's four brands promoting the company's new gas and central heating installation and service business while upselling the company's additional products and services making sure that each product meets the customer's needs and ensuring profitability for the business while achieving world-class customer service on each and every call to ensure the customer is delighted with the service they have received to ensure they return for repeat business
- Also within my role, I was asked to train the new starts in the business
- I enjoyed sharing my experience and system knowledge with them to ensure they gave excellent customer service and each and every one of them was confident enough to take live calls and use the live system
- This secondment was targeted so all staff were ready within five days I achieved this target within day four.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
Senior Banking Advisor
HBOS
08.2005 - 05.2006
- Working for HBOS as a senior banking advisor within their Telephone Banking department
- This role involved constant interaction with customers over the telephone, where I dealt with requests complaints and more often general enquiries with regards to HBOS products
- Within my role, there was a large emphasis put on promoting the company's additional products while servicing the customer's queries
- This is where I acted as a lead generator
- The role itself was very highly targeted and monitored on a day-to-day basis through my daily stats and counted towards my quarterly bonus which I constantly met
- I was promoted to Senior Banking Advisor within two months of being with the company this role involved working with the training dept coaching new and present staff to meet key targets and achieve exceptional customer service skills on a new live customer service system.
Home Mover Call Stream
Southern Energy
05.2005 - 08.2005
- Working within the Home mover call stream my duties entailed handing inbound calls on behalf of Southern Energy's four company brands
- My duties also included up selling the company products and services and maintaining high customer satisfaction while resolving all enquires and complaints at first point contact
- Although I was only in my position for three months I enjoyed my role working with the company.
Online Customer Service Advisor
BT
12.2001 - 05.2003
- My role within BT was as an online customer service advisor working within BT's credit control call stream
- I was an experienced member of the customer service team and fully aware of my performance targets
- A key part of my personal responsibility was to create a professional, positive and supportive environment for my customers enabling me to work towards customer satisfaction at first point contact
- My key objectives with respect to targets included customer satisfaction, call handling, revenue generation & quality
- I secured my current role after being invited to apply for a BT contract and successfully completing a Gallup talent cast
- I was also asked on a regular basis to work on a different call queue
- This entailed dealing with more complex sales enquires, and complaints and providing help and assistance to less experienced advisors
- I'd find this work extremely rewarding in both job satisfaction when customers' sales enquires, and complaints were resolved and being able to share the knowledge and experience with others
- I was also seconded to help set up BT's new directory enquires call centre which included a hands-on approach to assist in designing a new customer service database and training and coaching new staff, I was in this secondment for a period of six months.
Education
Communications Professional Qualification -
The Institute Of Customer Service
04/2023 - 04/2024
Standard grade - Math's - undefined
Standard grade - English - undefined
Skills
Customer Service Excellence : Demonstrated passion for delivering outstanding customer service with a background in customer-focused roles
Effective Communication : Proficient in English with strong verbal and written communication skills; adaptable in communication style as needed
Problem-Solving and Decision-Making: Capable of assessing situations, identifying solutions, and making informed decisions, especially under pressure
Teamwork and Initiative: Ability to work collaboratively within a team as well as independently, demonstrating adaptability and a positive attitude in dynamic environments
Custom
Available Upon Request
Timeline
Fault Dispatch team
SSE
12.2013 - 01.2025
Customer Account Advisor
Scottish and Southern Energy
05.2006 - 12.2013
Senior Banking Advisor
HBOS
08.2005 - 05.2006
Home Mover Call Stream
Southern Energy
05.2005 - 08.2005
Online Customer Service Advisor
BT
12.2001 - 05.2003
Standard grade - Math's - undefined
Standard grade - English - undefined
Communications Professional Qualification -
The Institute Of Customer Service
04/2023 - 04/2024