1. Emma Smart
21 Mary Park Gardens, Bishops Stortford, Hertfordshire, CM23 3ES
Mobile: 07772871414 Landline: 01279 507702
Email: emma.m.smart@hotmail.co.uk
I am a passionate and focused Customer Service Manager who is highly driven and hard
working. I have strong team leader skills and have proven to be an affective communicator
face to face and on the telephone. I have excellent administrative skills and am highly
organised. I thrive when working in a fast paced and challenging environment and am
currently looking for a role that will challenge me and develop my skills further.
Employment History
April 2016 - Present - Customer Service Manager - Circle Housing South Anglia.
Key Responsibilities:
- Managing the call centre, a team of nineteen including Reception Staff
- Managing staff and performance, carrying out One to Ones.
- Setting improvement plans and working through staff disciplinary
- Managing change and support staff
- Dealing with customer queries and complaints
- Answering queries on tenancies, repairs and rent accounts.
- Broad knowledge of all areas of the Organisation
- Social Media management for the Organisation
- Managing and carrying out recruitment.
- Ensuring staff wellbeing and instructing Health & Safety assessments
- Compiling of statistical reports for the Contact Centre and other areas of the
Organisation
- Working closely with other departments and attending meetings at senior levels
- Chairing team meetings
- Enforcing and adopting the Safeguarding and “Customer’s who pose a risk”
processes.
- Trained Fire Marshall
- Office key holder
- Adopting the Data Protection Act
- Automatic consideration to equality & diversity in all practices, inside and outside the
work place
- Running statistical reports for the contact centre and reporting back to Senior
management on trends.
July 2013 – April 2016 – Customer Service Advisor – Circle Housing South Anglia
Key Responsibilities:
- Answer incoming queries from residents over the phone and through email.
- Putting together a training programme for new starters and overseeing all training for
new members of staff.
- Holding team briefings in manager’s absence.
- Acting as floorwalker In managers absence
- Managing the running of the customer service inbox and ensure other advisors are
completing emails effectively.

2. - Manage Social Media for South Anglia Housing, including responding to customer
queries on Facebook and Twitter, compiling stats and creating posts for residents.
- Shortlisting for interviews
- Assisting in interviews with senior management
- Team leader for Customer Service and acting as first point of call for all new
members of staff.
- Delivering high levels of Customer Service face to face, over the phone or through
email whilst building excellent rapport with customers.
- Reception trained
- Key holder for the main office.
- Chief Fire Marshall
- Ensuring all Data protection checks are carried out when communicating with
residents over the phone and through email.
- Ensuring all policies are read and procedures are carried out for safeguarding
concerns.
- Carrying out monthly Health and Safety walkabouts for the office.
- Experience working with Microsoft Outlook, Word & Excel.
2009-2013 - Customer Service Advisor - Sainsbury's
Key Responsibilities:
- Delivering high levels of Customer service face to face.
- Self Scan and Kiosk Trained.
- Cashing up at the end of the day.
- Working on the Customer Service Desk, dealing with returns, faulty items and
processing orders.
- Working in line with the Challenge 25 Policy.
- Interacting with Customers and Colleagues effectively.
- Multi-tasking effectively by delivering high quality customer service whilst also ensuring
day to day tasks were carried out in a timely manner.
Education
Distance Learning Centre
Aug 2012 - Jun 2013
Qualification:
Access to Midwifery - Distinction.
Long Road Sixth Form College
Sep 2009 - Jun 2011
Qualifications:
Edexcel level 3 Extended Project- A
A level Media Studies- B
English Functional Skills- Pass
ICT functional Skills- Pass
Advanced Diploma in Creative and Media Studies - Pass
Additional Skills
- Fully Qualified Fire Marshal
- Holder of full UK driving licence

3. - Highly competent in the use of all Microsoft Packages, including Word, Excel &
Powerpoint
References
Kathy Thake – Head of Customer Services - Kathy.Thake@circle.org.uk