This document is a curriculum vitae for Darren Wright. It outlines his professional experience working in customer service and management roles for various organizations over the past 30 years, including his current role as a Service and Safety Adviser. It also lists his education qualifications, skills, achievements and references.

1. Curriculum Vitae
Darren Wright,
39 Roper Lane
Queensbury, West Yorkshire BD13 2DQ
H: 01274 426072
M: 07817766071
darren_wright6@sky.com
British National- Full Clean Driving Licence held for over 30 Years.
Profile
I currently work for Unite Students as a Service & Safety Adviser. As part of this role I deal with daily
interaction with University Students looking after their welfare and security concerns over a 24/7 day period
on various shift patterns. Previous to this I worked for Jet2 as a Customer Service Agent.
Before taking Voluntary Redundancy last year, I was a Senior Adviser in Bradford Councils Corporate
Contact Centre. Up to 3 years ago I was the seconded Team Manager for twoyears, the secondment only
expired due to the return of a colleague. I have held this role for nearly 10 years, however I have worked for
the Council for 14 years in various roles. I have a number of Management qualifications obtained over the
years and I have attended many courses to achieve my goals and aims for the role that I was trained to do, I
hope this will help me in any future career opportunity.
I have a positive attitude and an optimistic view towards life, I believe that any job or role is achievable if you
are prepared to work hard, listen and learn. I value and respect all my working colleagues and endeavour to
support them in achieving personal mutual goals and targets as well as those set by the company.
Key Skills
 30 years in delivering first class Customer Service in various roles for Service Users.
 10 years Supervisory experience, with 2 Years Team Manager Role.
 14 Years experience in Housing & Council Tax Benefits Policies and Procedures.
 Experienced in Designing, Planning & Delivering various training courses.
 Call Monitoring and Evaluating Contact Centre statistics incorporating Service Level Agreements and
Key Performance Indicators.
 Training and Development of Customer Service Advisers.
 Dealing with and responding to 1st Stage Complaints procedure.
 Highly effective communicator at all levels.
 Approachable People person with dedication to being part of a team.
 IT skills – MS Office word, Excel, Power Point, Outlook. Lagan & Civica Systems.
 Recruitment and Selection of employees trained.
 Excellent Time Keeper and organization skills.
 SIA Door Superviser/Security Licence Holder (November 2014).
Other Skill sets courses attended include…
 Effective Complaints Handling Procedures
 Effective Supervision
 Training the Trainer
 Creating a Coaching Culture
 Managing Change Workshops
 Disability Confident
 Disability Awareness

2. Achievements
 Obtained NVQ Level 3 Management with Edexcel. (2010)
 Achieved Institute Line Management Level 2. (2006)
 Team Winner of Customer Service Excellence award. (2011)
 Promoted to Head Steward at Bradford City after only 2 years of being a steward due to
leadership qualities achieved.
 Recently SIA Security & Conflict Management Course obtained. (Nov 2014)
 Achieved NVQ Level 2 Crowd Management. (2008)
 Numerous medals and trophies for 22 years as a football referee, including highest ever award
for refereeing FA County Cup final.
 Designed and implementation of Internal Email procedures to increase repeat contact from
service users
Recent Career History
Name and Address Jet2.com, Low Fare Finder, Leeds/Bradford Airport
Job Description Performing check-in duties, Boarding passengers, Meeting inbound
passengers and general customer service duties
Reason for Leaving New job opportunity with AMR security
Name and Address: Jet2 Low Finder House , Leeds Bradford International
Airport
Job Description:  Customer Service Agent
 Contact Centre calls dealing with Credit Card Enquiries resolving
problems with customer’s accounts.
Name and Address: City of Bradford Metropolitan Council
Bradford, West Yorkshire
Senior Adviser/Team Manager
May 2000-15th August 2014
Job Description:  Managing a team of Customer Advisers (10-30 at times)
 Managing my own workload and that of my Customer Advisers
 Training, coaching and supporting all Advisers to develop them
within their roles
 Strategic planning, forecasting, managing workloads and monitoring
call levels.
 Adhering to Key Performance Indicators and Service Level
agreements of the Council.
 Weekly, monthly MI for Team & Operational Managers.

3.  Dealing with escalated complaints from Service Users.
 Producing and delivering Training courses for Management and Staff
for Council wide Customer Service strategy
 Assisting in and delivering presentations for Change in Council
Policies and Procedures.
 Assisted in Recruitment and Selection of Customer Advisers
 Conducting, chairing and minute taking of internal department
meetings.
 Conduct Sickness and Return to Work Interviews.
 Assist investigation of staff disciplinary procedures.
 Visiting Officer – Visiting homes of vulnerable Adults to support
Inclusion in claiming of Benefits.
Reason for leaving: Voluntary Redundancy
Name and Address: Bradford City Football Club
Bradford, West Yorkshire
Head Steward
Sept 2006 - Present
Job Description:  Match day Management Control of up to 30 Stewards. Including
Time Management of the stewards
 Provide full match day briefing to all Stand Stewards.
 Conduct Full Stand Search both Pre Match and Post Match.
 Conduct Full Health & Safety checks prior to crowd entering
Stadium
 Complete full match administration reports of any incidents
occurring during the games.
Name and Address: Yorkshire Water,
Bradford, West Yorkshire
Superviser
February 1998 to April 2000
Job Description:  Responsible for Team of 10 Collection Agents
 Managing of staff workloads
 Dealing with escalated complaints
 Managing Debt Collection of Service Users
 Making sure target collections were met or exceeded
 Manage Staff Development (including 1:1 interviews)
 Reporting of Service Levels to management.
Reason for leaving New career

4. Education
Rhodesway Upper School – (1987 - 1991)
O Levels
 Maths B-Pass
 English B-Pass
 Geography B- Pass
 History B-Pass
 Religious Education A- Distinction
Hobbies & Interests.
I am a keen Bradford City fan, although I work on most home games, I do travel to away games whenever I
get the opportunity.
I am now very keen about road cycling, two years ago I was involved in cycling from Bradford to Hamm-
Germany in 2012 to raise vital funds for a disability charity, having a disabled child motivates me to want to
raise funds on a regular basis whenever I get the opportunity.
I was involved in managing a Torch section of the Olympic Games in 2012 and managing a main section of
the Tour De France this year which was an experience in itself.
I also administer a Social Media group involving over 1200 members.
I enjoy travelling and exploring to foreign countries with visits to Spain, Turkey, France and I have recently
just returned from a coach trip to Austria via France, Belgium, Holland & Germany which was a fabulous
experience that enabled me to experience more European culture. My next goal for the future is to do a road
trip around America and Canada.
References
Marc Burns
Jet2 Operations Manager
Low Fare Finder House
Leeds/Bradford Airport
Leeds
JOHN MCGEE
OPERATIONAL MANAGER
01274 431009
john.mcgee@bradford.gov.uk
BRADFORD COUNCIL
4TH FLOOR JACOBS WELL
NELSON STREET BRADFORD BD1 5RW
RICHARD MAULE
PERSONAL REFERENCE
07858739086
55 NORTHWOOD CRESCENT
IDLE
BRADFORD
BD10 8HU