William Rowe
Melton Mowbray,Leicestershire
Summary
A dedicated professional with a strong background in customer service and staff management. Demonstrates exceptional skills in prioritising workloads, time management, and effective complaint handling. Proficient in Microsoft Office and knowledgeable in Health and Safety protocols. Experienced in leading teams, making decisions, training, and development. Committed to delivering high quality service and fostering a positive work environment.
Overview
13
13
years of professional experience
Work history
Customer care manager
Dual Pumps Limited
Melton Mowbray , Leicestershire
2023.05 - 2026.06
- Lead and develop a team of 10 employees, maintaining high levels of customer satisfaction and operational efficiency.
- Resolve complex customer enquiries and escalated complaints, achieving positive outcomes while protecting customer relationships.
- Act as the senior point of contact for pricing disputes, technical product enquiries and account issues.
- Monitor departmental performance reports and activity, identifying issues early to minimise disruption and maintain operational efficiency.
- Work closely with directors and department heads to drive operational efficiency and service excellence.
- Develop and train staff to deliver exceptional customer service and maintain company standards.
- Responsible for maintaining the department's HR system, including monitoring sickness absence, processing holiday requests, and coordinating emergency cover and leave requirements.
- Conduct monthly performance reviews and coaching sessions to support employee development and departmental objectives.
- Oversee multiple courier accounts to ensure seamless daily delivery operations, handling pricing enquiries and a range of shipment exceptions such as loss or damage claims, tracking and proof-of-delivery disputes, and invoice reconciliation.
Export Sales
Dual Pumps Limited
Melton Mowbray, Leicestershire
2019.07 - 2023.04
- Managed customer communications across Northern Ireland, the Republic of Ireland, the Channel Islands, Europe, and international markets.
- Provided technical support and responded to detailed product enquiries.
- Maintained proactive customer updates regarding lead times and back orders.
- Created and managed customer accounts within the company ERP system, including application of appropriate discount structures.
- Prepared, issued, and followed up on customer quotations to secure orders.
- Processed purchase orders and managed associated payment handling.
- Coordinated with despatch and logistics teams to ensure accurate and timely international shipments, including physical checking of outgoing goods.
- Produced and issued invoices in compliance with updated post-Brexit customs regulations.
- Organised courier bookings, including preparation of shipping documentation and labels for domestic and international deliveries
Customer Care Advisor
Dual Pumps Limited
Melton Mowbray, Leicestershire
2015.02 - 2019.07
- Handled inbound calls from both new and existing account customers, providing prompt and professional support.
- Delivered general account and technical product support to assist customers with enquiries and troubleshooting.
- Prepared and issued formal quotations in line with company procedures.
- Provided customers with regular courier tracking updates to ensure clear communication and service transparency.
- Processed customer payments through the company ERP system accurately and in accordance with internal requirements
- Developed and maintained strong, long term customer relationships to support retention and repeat business.
- Represented the company at national trade exhibitions, including NEC Birmingham and ExCeL London.
Machine Operator
Ribak Precision Engineering
Oakham, Rutland
2014.01 - 2015.02
- Operate CNC and manual lathes to produce machined components daily.
- Maintain clean, organised work areas to support safe machining routines.
- Use precision tools and fine tolerances to meet technical requirements.
Warehouse Operative
BE Event Hire
Melton Mowbray, Leicestershire
2013.05 - 2014.01
- Prepare stock for customer dispatch with accurate packing and labelling.
- Load and unload orders onto vehicles to meet daily schedules.
- Handle day to day warehouse tasks while following safety standards carefully.
- Regularly visit events as part of the delivery and setup team.
Education
GCSEs -
King Edward VII School
Melton MowbraySkills
- Excellent customer service and telephone manner
- Prioritising workloads and time management
- Empathetic manner and effective complaint handling
- Understanding of Health and Safety
- Competent with Microsoft Office
- Leading a team & decision making
- Training and development
- Staff management
Additional Information
- UK Driving License
- Fire Marshall training
- Previously trained in First Aid & AED response
Hobbies and interests
- Regular travel and exploring new destinations.
- Maintaining an active social life with family and friends.
- Following football and cricket.
References
References available upon request.
Timeline
Customer care manager
Dual Pumps Limited
2023.05 - 2026.06
Export Sales
Dual Pumps Limited
2019.07 - 2023.04
Customer Care Advisor
Dual Pumps Limited
2015.02 - 2019.07
Machine Operator
Ribak Precision Engineering
2014.01 - 2015.02
Warehouse Operative
BE Event Hire
2013.05 - 2014.01
GCSEs -
King Edward VII School