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Nathan Binding

Nathan Binding

Customer Services Team Leader (Vodafone Business Services)

Vodafone UK

Customer Services Team Leader at Vodafone UK

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Vodafone UK

Customer Services Team Leader (Vodafone Business Services)

Supporting Customer Service Executives (CSE) in delivering excellent account enquiry & billing amendment support to the Vodafone SME Fixed Line and Demon customer base.

Supporting Team Manager in day to day operational/task management of the team.

Completing day to day supervisory duties including, but not limited to, caseload distribution, quality checks, performance and productivity review.

Monitoring the quality of CSE’s work and providing feedback where necessary.

Monitoring CSE’s working with the team manager to train/develop colleagues.

Working with CSE’s and team manager identify and implement process improvements and work practices which enhance the Customer Experience.

Liaising with the relevant departments concerning account enquiry issues ensuring that they are resolved or escalated as appropriate.

Investigate & provide detailed overview of any queries falling outside of target completion date to the Team Manager on a daily basis.

Assisting new starters during their probation period, including one-to-one coaching during their first week out of training.

Resolving high level customer queries and complaints to a satisfactory conclusion

Career medium 02
Career

www.sheilagrace.co.uk

Web Design

Web Design, Branding

www.jonesandpetty.co.uk

Web Design

Web Design, Branding

Career medium 03

THUS Ltd, Telecommunications, >200 employees

Customer Services Team Leader

Supporting Customer Service Executives (CSE) in delivering excellent account enquiry & billing amendment support to the THUS and Demon customer base.

Supporting Team Manager in day to day operational/task management of the team.

Completing day to day supervisory duties including, but not limited to, caseload distribution, quality checks, performance and productivity review.

Monitoring the quality of CSE’s work and providing feedback where necessary.

Monitoring CSE’s working with the team manager to train/develop colleagues.

Working with CSE’s and team manager identify and implement process improvements and work practices which enhance the Customer Experience.

Liaising with the relevant departments concerning account enquiry issues ensuring that they are resolved or escalated as appropriate.

Investigate & provide detailed overview of any queries falling outside of target completion date to the Team Manager on a daily basis.

Assisting new starters during their probation period, including one-to-one coaching during their first week out of training.

Resolving high level customer queries and complaints to a satisfactory conclusion

Career

THUS Plc / THUS Ltd, Telecommunications, >200 employees

Customer Service Advisor

To deliver excellent customer service and account management to the Demon business and Thus customer bases.

To take effective ownership of all customer queries received by phone or written correspondence (fax, email or post).

To take effective ownership of all customer billing and credit queries.

To resolve customer queries in a timely manner to the customers satisfaction.

Main responsibilities and key activities the role will be required to deliver:

Accountable for delivering an excellent service/customer experience that places the company in a strong, competitive position.

To be the initial point of contact for incoming customer service and billing query related calls and correspondence from Demon Business and Thus customer base.

To take ownership of customer enquiries from receipt, relating to in-depth Customer Service issues including Billing queries (both simple and complex), Provisioning, Debt and BAU Account Management queries.

Developing working relationships with Internal and External customers to ensure that an effective process is in place for managing all Demon And Thus Customer Service issues through to full resolution or escalation as appropriate.

Resolving all enquiries efficiently and within specific time frames.

Demonstrate commitment to team and business by contributing to group targets and individual KPI’s.

Adherence to department, company processes, policies and procedures.

To ensure we are delivering an accurate and efficient service to our customers in line with company SLA’s

Career medium 05
Career

Hatton Garden Online

Photographer & Image Cleanup

Photographing jewellery items
Image cleanup/resize
General graphic design

Home Learning College

ACA (Adobe Certified Associate), Rich Media Communication & Web Communication

South East Essex College (University of Essex)

BTEC Foundation Diploma, Graphic Design

South East Essex College (University of Essex)

AVCE, Graphic Design & Fine Art

Greensward Academy

GCSE, Art & Design, Design & Technology Graphic Products