Steven Neild

Reliable customer service and operations professional with experience across telecommunications, technical support, production, retail fulfilment, and customer-facing environments. Confident working both independently and as part of a team, with strong communication and problem-solving skills developed through demanding customer support and operational roles. Experienced in handling technical queries, complaint resolution, stock management, order fulfilment, and customer engagement, with a focus on delivering high standards of service.

Quick to learn new systems and processes and comfortable working in busy environments where adaptability and organisation are essential. Currently seeking a full-time position with opportunities for long-term development. Flexible with working hours and available to start following a two-week notice period.

Full clean UK driving licence and own vehicle.

Production Operative at Axels Elixir (2024-07 – Present)

• Producing products from preparation and cooking through to packing and dispatch
• Following recipe processes and ensuring compliance with DEFRA guidelines, including accurate recording of temperatures, dates, and production data
• Managing stock levels including raw materials, packaging, and general inventory
• Picking, packing, and fulfilling customer and wholesale orders through Shopify and pet shop accounts
• Acting as a key holder and supporting the day-to-day running of the business
• Representing the brand at large-scale events including Crufts, engaging with customers and supporting sales
• Maintaining high standards of health and safety across all production and operational tasks
• Supporting customer service enquiries and ensuring orders are processed efficiently and accurately

Customer Support Advisor / Case Management Agent at Virgin Media (2022-03 – 2024-05)

• Managing customer service and first-line technical support enquiries
• Resolving customer queries efficiently while delivering a high standard of customer care
• Providing technical support, aftercare, and product guidance across broadband, TV, and telecom services
• Assessing customer needs and identifying the most suitable resolution or support pathway
• Coordinating engineer appointments and explaining processes clearly to customers
• Escalating complaints professionally where required and supporting complex complaint resolution
• Always working within company policy and regulatory guidelines
• Supporting the CEO complaints team with high-level customer cases and escalations
• Working as a Case Management Agent, taking ownership of ongoing customer complaints and providing suitable end-to-end resolutions

Bar Staff at The Church Inn, Urmston (2021-10 – 2022-02)

• Prepared and served drinks for bar and restaurant customers
• Delivered table service and handled customer orders in a busy environment
• Mixed and served cocktails and maintained presentation standards behind the bar
• Managed stock replenishment and supported closing procedures
• Ensured compliance with food hygiene and licensing regulations
• Maintained a welcoming atmosphere and delivered high levels of customer service

Inbound Retention Advisor at Vodafone (2021-05 – 2021-10)

• Handled inbound and outbound customer calls relating to customer retention and new connections
• Provided accurate and compliant information to support informed customer decisions
• Worked towards and exceeded sales and retention targets
• Delivered commercially responsible outcomes while maintaining customer satisfaction
• Completed ongoing training and adhered to FCA and company compliance requirements
• Participated in security vetting procedures where required

Customer Service & Technical Support Advisor at Tech Mahindra (TalkTalk Campaign) (2020-09 – 2021-03)

• Provided technical support for broadband, Wi-Fi, telecoms, and set-top box issues
• Used diagnostic systems and troubleshooting tools to resolve customer problems
• Guided customers through technical fixes with a focus on first-call resolution
• Managed customer relationships and provided follow-up support where required
• Promoted online tools, apps, and self-service support options to customers

Customer Service Advisor at Sky (2014-07 – 2019-04)

• Delivered customer service and escalated technical support for Sky Q customers
• Handled account queries including billing, complaints, engineer bookings, and technical troubleshooting
• Managed high call volumes while maintaining strong customer satisfaction levels
• Liaised with engineers, managers, and internal departments to resolve customer issues
• Participated in regular KPI and performance reviews focused on productivity, NPS, and service quality
• Supported process improvement initiatives to reduce repeat customer contact
• Completed Level 1 and Level 2 Customer Advisor Apprenticeships
• Undertook ongoing training across broadband, TV, telephone, and connectivity support

GCSEs – Broadoak High School (2001 – 2006)