Joseph Bowman

Experienced customer service and operations professional with over 20 years' experience across retail, telecommunications, banking and contact centre environments. Skilled in customer support, technical troubleshooting, team leadership, recruitment, training and performance management. Proven ability to manage teams, improve customer experience and consistently achieve operational and KPI targets in fast-paced environments.

Team Leader – NW Complaints Campaign at Teleperformance (2025-04 – Present)

Currently managing a team within the NW Complaints Campaign, ensuring high standards of customer service, complaint resolution and operational performance.

• Leading and supporting a team to achieve performance and quality targets.
• Coaching and developing advisors through regular feedback and performance reviews.
• Handling escalated customer complaints and supporting effective resolutions.
• Monitoring KPI performance and implementing improvement plans where required.
• Delivering training and ongoing support to team members.
• Ensuring compliance with company procedures and customer service standards.

Customer Service Advisor / Team Leader at Firstsource Solutions (2008-07 – 2025-04)

Worked across four major campaigns including Sky, O2, Vodafone and Ulster Bank, gaining extensive experience in customer service, technical support, administration and leadership.

• Sky: Assisted customers with billing queries, upgrades and technical support issues.
• Sky: Identified customer needs and recommended suitable products and services.
• Sky: Delivered excellent customer service through effective problem solving and communication.
• O2: Provided technical support and troubleshooting for mobile phone customers.
• O2: Resolved billing issues and customer complaints efficiently.
• O2: Maintained high levels of customer satisfaction through strong communication skills.
• Vodafone: Supported business customers with billing, troubleshooting and handset replacements.
• Vodafone: Delivered training sessions for new business teams.
• Vodafone: Participated in recruitment activities including interviews, reference checks and communicating application outcomes.
• Ulster Bank: Worked on a mortgage administration project involving back-office processing and account management.
• Ulster Bank: Supported banking customers with balances, account queries and product recommendations.
• Promoted to Team Leader in 2022, managing a team of 16 agents during the Ulster Bank Ireland account closure project.
• Delivered coaching, training and performance support to ensure KPI targets were achieved.
• Monitored team performance and provided regular feedback and development support.

Sales Assistant / Operations Team Member at Marks & Spencer (2003-09 – 2008-07)

Held a variety of responsibilities within store operations and customer service, including accountability for a dedicated department area.

• Managed stock replenishment to maximise sales and reduce wastage.
• Processed deliveries efficiently while following company productivity and health & safety standards.
• Assisted with cash handling, cashing up tills and investigating till discrepancies.
• Supported recruitment and training of new staff members.
• Supervised junior team members, providing coaching, support and performance feedback.
• Worked to minimise stock loss and shrinkage within assigned department areas.

Sales Assistant at Index (2002-09 – 2003-09)

Delivered excellent customer service on the shop floor and tills while supporting the smooth day-to-day operation of the store.

• Maintained stock levels and visual merchandising standards.
• Processed deliveries quickly and safely to ensure stock availability.
• Carried out housekeeping duties to keep the store clean, safe and welcoming.
• Assisted customers with queries and purchases to provide a positive shopping experience.

GCSEs – Mount Gilbert Community College (1997 – 2002)