Jade Lilley

Reliable and hardworking customer service professional with several years of experience in retail, hospitality and call centre environments. Experienced in handling customer enquiries, resolving issues efficiently, and delivering high standards of service in fast-paced workplaces. Strong communication skills with the ability to remain calm under pressure and build positive relationships with customers and colleagues. A dependable team member who is motivated to contribute to a successful team.

Customer Service Advisor at BT Group (2024-12 – Present)

• Handling inbound customer calls and assisting with account and service enquiries
• Resolving customer issues while maintaining a high level of customer satisfaction
• Updating customer accounts and recording information accurately on internal systems
• Explaining products, services and billing information clearly to customers
• Following company procedures for data protection and confidentiality
• Managing challenging situations professionally and calmly
• Working to performance targets including call quality and resolution times

Customer Assistant at Morrisons (2023-08 – 2024-02)

• Serving customers and providing friendly and efficient service
• Operating tills and handling cash transactions
• Preparing bakery and deli products including pastries and salads
• Using professional bread slicer and food preparation equipment
• Wrapping, weighing and labelling food products
• Completing food temperature checks and maintaining hygiene standards
• Stocking shelves and maintaining product displays
• Preparing workstations and ensuring cleanliness throughout shifts

Bar and Events Assistant at Woodhouses Cricket Club (2019-07 – 2019-11)

• Serving drinks and food during busy events and functions
• Handling payments and working behind the bar
• Assisting with preparing function rooms for events and charity days
• Responding to customer enquiries
• Changing barrels and maintaining bar stock levels

Food and Beverage Assistant at Hilton Garden Inn (2019-04 – 2019-06)

• Providing restaurant and bar service to hotel guests
• Preparing cocktails and beverages
• Delivering room service orders
• Setting up the restaurant for breakfast service
• Maintaining cleanliness and polishing cutlery and glassware
• Carrying out fridge and food safety checks

Supervisor / Waitress at Mozzarella Kosha (2019-01 – 2019-04)

• Serving customers and handling payments
• Preparing food and beverages
• Managing delivery orders and answering customer calls
• Supporting and training new members of staff
• Maintaining workplace cleanliness and organisation

Volunteer at Cherry Tree Care Home (2018-07 – 2018-08)

• Assisting elderly residents with food and drinks
• Supporting residents with activities and social interaction
• Helping maintain a clean and safe environment
• Gaining experience in a health and social care setting

General Assistant at The Bytes Café (2018-02 – 2018-05)

• Serving customers and handling cash transactions
• Assisting with cooking and food preparation
• Conducting regular stock checks
• Maintaining high standards of cleaning and hygiene

Retail Assistant at Bargain Booze (2018-02 – 2018-05)

• Serving customers and processing payments
• Replenishing stock and checking product dates
• Managing parcel deliveries and collections
• Assisting with opening and closing the store

Warehouse Operative (Temporary Roles) at Park Cake Bakeries / The Hut Group / Comfy Quilts (2017-01 – 2017-12)

• Packing and dispatching customer orders
• Meeting daily targets and deadlines
• Checking stock and preparing deliveries
• Cleaning workstations and preparing equipment for shifts

Customer Service Advisor at HYC Call Centre (2017-02 – 2017-06)

• Handling inbound and outbound customer calls
• Assisting customers with enquiries and follow ups
• Maintaining confidentiality of customer information
• Providing professional customer support

Level 2 in Media Makeup and Hair – The Manchester College (2015-01 – 2016-12)

Functional Skills in Numeracy – The Manchester College - North Manchester Sixth Form (2016-01 – 2017-12)

GCSE in English Language – The Co-operative Academy of Manchester

GCSE in Maths – The Co-operative Academy of Manchester

GCSE in Art – The Co-operative Academy of Manchester

GCSE in Drama – The Co-operative Academy of Manchester

BTEC in Science – The Co-operative Academy of Manchester

BTEC in Physical Education – The Co-operative Academy of Manchester