Stay at home father
(2015-01)
Administrative Assistant - DVLA
(2010-01 - 2015-12)
- Supervising, supporting and monitoring team to achieve productivity and accuracy targets (including accuracy checking).
- Providing advice and feedback/coaching to team for improvement to customer service, completing additional accuracy checks where required, finding a resolution where possible.
- Liaising with stakeholders and customers using effective communication skills across all channels e.g., Phone/email/letter, being polite and professional, checking systems to provide accurate information.
- Ensuring CASP cases are set up where necessary, to achieve an accurate customer record.
- Ensuring cases in work queue is prioritised accordingly and completed in a timely manner, meeting deadlines and timescales, making effective decisions.
- Issuing work to my team fairly, managing resource and work appropriately, sourcing more work to remain productive.
- Keeping my knowledge up to date (including understanding and actioning business support circulars/Operarive Instructions).
- Managing my own time effectively (including annual/flexi leave) and following the attendance policy.
- Supporting my team leader (e.g. assisting positively in communicating key messages/change, undertaking surveys) challenging inappropriate behaviour, respecting confidentiality at all times.
- Contributing in my monthly 1-2-1's, reviewing my performance and have open conversations with my team leader on my development and any improvements, meeting the action plans set.
- Quality checking team transactions, participating positively to multi-skill, completing ad hoc work where required.
- I am always open and adaptable to changes embracing new technology.
- Reviewing processes/data driving continuous improvements.
- Checking applications (including ID/Relevant Documents) adhering to Data Security standard protecting customer data.
- Following Financial Governance guidelines and ensure my team follow the guidelines.
- Completing all mandatory training (e.g., Information Security Training).
- Navigating various IT systems.
- Quality control of vehicle and driving licence documents.
- Suggesting new business and process changes which were implemented.
- Quality checks of a variety of customer Identification documents.
- Mail testing.
- Stock control.
- Stationary quality checks.
- Dealing with complex customer cases.
- Supervise and support my team particularly through changes.
- Share best practice from previous roles within DVLA.
- Check quality of work and identify any errors.
- Correct all errors identified and feedback errors.
- Provide advice and coaching to colleagues.
- Liaise with a variety of departments at all levels.
- Answer customer calls that have received specific communication from my department.
- Reply to customers in writing both by letter and email.
- Count money (cheques/postal orders) daily to ensure that the amounts, dates and formats are correct.
- Manage my time effectively in order to keep on top of my workload.
- Adapt to changes with resilience.
- Support other teams within my command when cover is required.
Telephone Sales Executive - Admiral
(2005-01 - 2010-12)
- Selling Car insurance to incoming telephone queries.
- Continuously exceeding set targets.
- Outbound calls to renewal customers.
- Training/coaching new employees.
- Handling payment details.
- Navigating a variety of IT systems.
Telephone Sales Executive - Travel House
(2004-01 - 2005-12)
- Selling holidays across Europe to a variety of customers and putting together ad hoc holidays to tailor customers' requirements.
- Continuously exceeding set targets.
- Attending educational trips abroad.
- Handling payment details.
- Dealing with customers face-to-face when required.
- Navigating a variety of IT systems.
- Trained/coached new employees.
Electrical Sales Executive - Sony Centre
(2003-01 - 2004-12)
- Selling a variety of electrical items in a face-to-face environment.
- Continuously exceeding set targets.
- Handling payment details.
- Use of tills.
Electrical Sales Executive - Comet
(2002-01 - 2003-12)
- Selling a variety of electrical items in a face-to-face environment.
- Continuously exceeding set target.
- Handling payment details.
- Use of tills.
Store Assistant Manager and Sales Executive - Amman Phones
(2000-01 - 2002-12)
- Selling mobile phone contracts, pay as you go mobile phones and accessories in a face-to-face environment.
- Handling of payment details.
- Assisting store manager and often running the store.
- Stock take and control.
Telephone Sales Executive - First Line Mobile
(1998-01 - 2000-12)
- Outbound sales of new mobile phone contracts.
- Continuously exceeding set targets.
- Handling payment details.
- Navigating a variety of IT systems.
