Customer Care Team Lead at HeliosX (2025-04 – Present)
Directly led a team of 15 Customer Care Advisors within a fast-paced pharmaceutical healthcare environment, ensuring patients received a consistently high standard of service and support.
- Accountable for Quality Assurance (QA), Customer Satisfaction (CSAT), adherence and productivity, using performance data to identify trends, root causes and areas requiring intervention.
- Increased CSAT by approximately 10% within three months through targeted coaching, customer feedback analysis and quality reviews focused on communication, ownership and patient outcomes.
- Improved team adherence by more than 10% by identifying individual performance trends, setting clear expectations and implementing structured coaching and action plans.
- Supported an operational restructure that reduced departmental headcount by approximately 30% while maintaining and enhancing service levels, helping create a more efficient operation without compromising patient experience.
- Conducted regular 1-to-1s, quality reviews, side-by-side coaching and performance sessions, tailoring development plans to individual needs and measurable performance gaps.
- Developed colleagues into progression opportunities, with four team members promoted within a 12-month period following ongoing coaching, development and increased responsibility.
- Used Zendesk, Looker and Claude AI to analyse customer contacts and performance data, identify trends, improve coaching preparation and support data-led decision making.
- Managed formal performance processes including underperformance, sickness and absence, disciplinaries and difficult employee situations, maintaining clear and consistent expectations.
- Worked with senior management and cross-functional teams to improve processes, respond to changing patient demand and continuously improve the customer journey.
- Managed team resources and incentive budgets, balancing staffing requirements, employee engagement and operational performance.
Team Manager at Policy Expert (2014-02 – 2024-10)
Built a successful 10-year career within home insurance, leading customer service, sales and retention teams in a highly regulated and target-driven environment.
- Directly managed teams of 15 on a regular basis and, at peak, up to 40 employees within an operation handling more than 1,000 customer calls per day, ensuring appropriate staffing and resource allocation.
- Helped establish and consistently deliver against a 90% customer retention target over a five-year period, turning what was initially viewed as an extremely challenging target into an achievable performance standard.
- Used call listening, performance data and customer feedback to identify behaviours affecting retention, then delivered targeted coaching around objection handling, customer needs, product knowledge and resolution skills.
- Recruited, interviewed, onboarded and trained more than 100 employees, supporting colleagues from recruitment through training, competency development and integration into operational teams.
- Managed individual and team performance through structured 1-to-1s, performance reviews, coaching sessions and development plans, supporting both high performers and colleagues requiring additional intervention.
- Managed formal employee relations processes including performance management, sickness and absence, disciplinaries and complex employee situations.
- Analysed operational KPIs to identify performance gaps and introduced targeted interventions to improve customer service, retention, productivity and team performance.
- Managed recruitment and staffing budgets, determining appropriate team sizes and resource requirements based on customer demand and operational targets.
- Managed team incentive budgets and introduced performance initiatives designed to increase engagement, motivation and achievement against business targets.
- Worked with senior stakeholders to communicate operational performance, identify service improvements and implement changes across customer-facing teams.
Senior Sales Adviser at Ralph Lauren (2012-05 – 2013-12)
- Increased sales while consistently delivering exceptional customer service in one of the company's highest revenue-generating retail environments.
- Took on leadership responsibilities to maintain staff motivation, operational standards and focus on sales targets.
- Led the footwear section for the final six months, maintaining stock availability and accurate pricing to support smooth operations and sales performance.
