Victoria Porter
Newcastle upon Tyne,North Tyneside
Summary
Customer Support Team Manager with 4 years of experience leading high-performing support teams and ensuring seamless daily operations. Experienced in supervising service delivery, resolving escalated issues, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
In addition to core responsibilities, regularly covered for the Operations Manager, overseeing broader operational functions and maintaining performance standards. Collaborated closely with the Head of Department to support strategic planning, implement process improvements, and align team objectives with overall business goals. Proven ability to manage KPIs, coach and develop team members, and deliver consistent service excellence in fast-paced environments.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Support Team Manager
Verisure
11.2021 - 03.2026
- Promoted from Multi-Channel Advisor to Team Manager within 12 months based on performance and leadership impact
- Lead and develop a team of 15 advisors in a fast-paced, KPI-driven environment
- Provided leadership cover for Operations Manager while contributing to project execution and process improvements.
- Own departmental quality standards, designing and embedding QA frameworks to improve consistency and compliance
- Analyse performance data, quality scores, complaints, and customer feedback to identify trends and performance gaps
- Implement targeted coaching and action plans to drive improvements in NPS, quality, and productivity metrics
- Manage complex complaints and escalations, reducing repeat issues through root cause analysis
- Partner with senior stakeholders to improve processes and enhance customer experience
- Lead performance management, absence management, and HR processes to maintain accountability and engagement
Customer Service Advisor
Tesco Bank
03.2020 - 11.2021
- Delivered high-quality service within a regulated financial services environment
- Managed inbound and outbound customer enquiries, resolving issues efficiently and compliantly
- Achieved individual and team KPIs across service, quality, and productivity measures
- Ensured full compliance with FCA and GDPR regulations
- Maintained accurate records and collaborated cross-functionally to resolve complex cases
Education
AS Level - Sports Studies, Biology
John Leggott College
Doncaster 01.2016 - 01.2017
GCSEs -
Hungerhill School
Doncaster 01.2011 - 01.2016
Skills
- People Management
- Team motivation strategies
- Customer satisfaction driven
- Change management proficiency
- Motivational leadership
- Problem solving
- Microsoft office suite proficiency
- Adaptability
- Time management
Key Achievements
- Consistently delivered strong performance across customer satisfaction, quality, and operational KPIs
- Designed and embedded quality standards within Customer Support function
- Built a high performing, engaged team culture focused on accountability and continuous improvement
- Recognised for leadership capability, resilience, and performance impact
Certification
Full UK Driving License
References
References available upon request.
Timeline
Customer Support Team Manager
Verisure
11.2021 - 03.2026
Customer Service Advisor
Tesco Bank
03.2020 - 11.2021
AS Level - Sports Studies, Biology
John Leggott College
01.2016 - 01.2017
GCSEs -
Hungerhill School
01.2011 - 01.2016