The IS design includes all components the IS function requires to operate effectively and efficiently in the future. The dependencies and interfaces between IS and other corporate functions and any potential overlaps need to be dealt with as part of the GOF programme of work.
The IS design includes all components the IS function requires to operate effectively and efficiently in the future. The dependencies and interfaces between IS and other corporate functions and any potential overlaps need to be dealt with as part of the GOF programme of work.
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