I am a dedicated and empathetic professional with a passion for working in customer-facing roles, particularly within housing and services that directly impact people's lives. With a natural caring and compassionate approach, I excel in offering support to individuals while handling sensitive situations with tact and understanding. I pride myself on being a realist, able to deliver difficult news effectively and empathetically, while maintaining a solution-focused attitude. Proven expertise and experience in accurately updating different CRM systems (Salesforce, Zendesk, Microsoft Dynamics and more). Overseeing operational efficiency, processing payments, and ability to prioritise workload and meet strict deadlines. Excel at acquiring potential customers, optimising profitability, and providing best customer care. Equipped at resolving client complaints within SLA's, analysing month-end reports, and protecting up-to-date customer details in database. I am highly organised in managing tasks and responsibilities efficiently. A strong communicator with an engaging sense of humour and confident in my ability to connect with people and foster positive relationships. Educated to degree level, I bring business savvy and strong attention to detail, ensuring professional interactions are always conducted with the utmost care and precision.
Processing online registration applications, the annual fundraising levy, renewals as well as dealing with customer enquiries via call or email. Efficiently using systems such as Xero to create invoices and Salesforce to access customer data. Executed meticulous attention to detail when assessing charity accounts and inputting correct figures. Documenting detailed call/email notes post conversation to assist colleagues with similar inquiries and knowing where to find relevant information or documents. • Managing the departmental email inbox ensuring that all emails/telephone queries are responded to in a professional and timely manner. • Processing charity applications daily whilst ensuring due diligence is done correctly to avoid complaints and any backlash. • Undertaking charity account checks well in advance for renewal to ensure they are charged the correct registration/levy fee. • Reconciling incoming payments on Xero finance system. • To support the annual levy collection by issuing invoices, dealing with queries, and assessing fee levels. • Updating non-charity application spreadsheet weekly and leading meetings to access with team. • Other ad-hoc administrative duties such as processing cheque payments and ensuring they are correctly filed away.
Foster environment of empathy, active listening, and facilitation skills to ensure inclusivity and contribution to group settings. Strengthen productive relationships with team members to encourage open communication about any concerns. Assess and address safeguarding concerns appropriately by determining necessity of reporting to safeguarding contact. Organise and maintain membership database to ensure continuous accuracy. Manage key email accounts by promptly responding to queries. Forge connections with network members and elect representatives to advance organisational goals by sharing opportunities for engagement within networks. Refer clients to suitable charity organisations based on individual needs and circumstances. Verify client eligibility for food vouchers by reviewing CRM system notes. Execute all tasks and obligations in adherence to regulations. Collecting and analysing data to create excel spreadsheets to present to manager weekly. • Collaborating with stakeholders to gather input and involvement from different organisational levels for effective plan execution and safeguarding organisation's reputation, including consulting with supervisor, Board of Trustees, and external funders for advice and support as needed. • Conducting regular evaluations and assessments to measure effectiveness of peer support programmes, resulting in increase in programme outcomes and participant satisfaction. • Ensuring conformance with Church Army's protocols, ethical standards, and GDPR regulations. • Obtained 7% reduction in voucher distribution amounts to service users.
Cultivated genuine contact with tenants through rapport-building, empathy, and effective questioning techniques to enhance client satisfaction, foster customer loyalty and effectively resolve tenant complaints. To excel in this role, it was important I showed knowledge within the housing sector, particularly an understanding on service charges as a significant number of complaints were in that area. I managed and resolved Stage 1 and Stage 2 complaints, ensuring timely and effective responses in compliance with strict service level agreements (SLAs). Conducted thorough investigations into complaints, analysing case details to identify root causes and determine appropriate resolutions. Worked collaboratively with internal teams (property management, maintenance, and customer service) to implement corrective actions and provide effective solutions to tenant issues. Maintained clear and accurate records of all complaints, ensuring a transparent and documented trail for each case. Monitored and reported on complaint trends, offering insights and recommendations to improve service delivery and prevent future complaints. • Delivered clear communication with tenants regarding the progress of their complaints, setting realistic expectations and ensuring that all actions were completed within agreed timelines. • Devised strategies that resulted in significant upsurge in customer satisfaction rating across all communication channels. • Deployed new customer service protocols, resulting in 6% decrease in stage 1complaints. • Demonstrating effective negotiating skills to agree compensation with customers whilst ensuring that budgets were not exceeded to reach complaint resolution.
Strong communication, organisation, and problem-solving skills, with a keen ability to manage multiple tasks in a fast-paced environment. An understanding of housing repairs and ensuring company procedures are followed, alongside a customer-focused mindset to ensure tenants needs are met with professionalism and care. Being the first point of contact on a busy repairs line meant I had to handle calls with efficiency to consistently meet KPIs, whilst delivering high-quality customer service to contribute to the overall success of Clarion Housing Repairs Team and the satisfaction of the tenants we served. Utilised CRM, Servitor, and Castleton Maintain systems proficiently for logging repairs. Assisted in management of tenant complaints promptly and effectively by adhering to established protocols to address issues before escalation. • Demonstrated commitment to GDPR compliance by conducting regular checks to ensure compliance with data protection policies, minimizing the risk of data breaches and safeguarding sensitive tenant information. Also adhering to strict GDPR regulations set by the company. • Reducing call wait times by 15% by explaining to tenants how they can easily report repairs and check the status of ongoing work through online portal or mobile app. • Consistently meeting or exceeding performance targets such as response time, first contact resolution rate, and customer satisfaction ratings, while ensuring the repair process is efficient and effective. • Recognise when issues cannot be resolved on the first call and escalating them to the appropriate team/manager in a timely manner, ensuring tenants are informed of next steps. • Ensuring accurate notes were being taken when assessing tenant repairs to ensure works are passed to correct team. Additional Experience (Agency & Temporary Jobs)