Tara Scott

A highly experienced Customer Service and Operations Professional with a strong background across retail, telecommunications, local government and hospitality. Skilled in complex complaint resolution, quality assurance, team supervision, training and coaching, and delivering exceptional customer experiences in fast-paced environments. Adept at using multiple systems, managing high-volume workloads and handling sensitive or regulated cases with accuracy and professionalism.

Known for strong communication, problem-solving and organisational skills, with experience in auditing, process improvement, system testing, cash handling, stock control, hosting, and administrative duties. A dependable, adaptable and customer-focused individual who consistently meets targets, supports team development and maintains high service standards across every role.

Customer Experience Advisor at Lancashire County Council (2020-09 – Present)

• Deliver exceptional customer service across multiple communication channels, resolving enquiries, complaints and service requests efficiently and professionally.
• Manage complex and sensitive customer interactions independently, ensuring timely and effective resolutions.
• Act as a Subject Matter Expert (SME) for key council services, providing specialist advice and guidance to customers and colleagues.
• Utilise telephony, CRM and ICT systems within a high-volume contact centre environment.
• Consistently achieve and exceed quality, productivity and service level targets.
• Screen, allocate and prioritise workloads to ensure service thresholds and operational objectives are met.
• Support Service Managers and Change Managers in delivering service improvement projects and organisational change initiatives.
• Provide coaching, mentoring and quality feedback to colleagues to support professional development and performance improvement.
• Assist with the induction, training and ongoing development of new team members.
• Deliver classroom-based training sessions and knowledge-sharing workshops in specialist service areas.
• Support Real-Time Managers with monitoring service performance and operational effectiveness.
• Build effective relationships with internal departments and stakeholders to improve service delivery and customer outcomes.
• Coordinate daily operational workloads across the Customer Access Service to ensure effective resource allocation and service continuity.
• Monitor staffing levels, workload distribution and customer demand to support achievement of service level agreements and performance targets.
• Support resource planning activities by identifying operational trends and escalating potential resourcing concerns.
• Assist with the real-time management of customer contact volumes, ensuring resources are deployed effectively to meet service demands.
• Act as a key point of contact for operational queries and support the smooth coordination of service delivery.
• Contribute to workforce planning discussions through analysis of service performance, capacity requirements and operational trends.
• Produce and maintain operational records and performance information to support management decision-making.
• Collaborate with managers and colleagues to implement process improvements that enhance efficiency and customer experience.

Quality & Performance Officer at Lancashire County Council (2017-01 – 2020-09)

• Quality Assurance Monitoring — Conducted regular quality checks across services, ensuring compliance with council policies, statutory requirements and performance standards.
• Case File Auditing — Reviewed case files, documentation and digital records to ensure accuracy, completeness and adherence to internal procedures.
• Performance Reporting — Produced detailed quality reports, highlighting trends, risks, non-compliance and areas for improvement.
• Process Improvement — Identified gaps in service delivery and recommended improvements to streamline workflows and enhance customer outcomes.
• Complaint Analysis — Analysed complaint themes, root causes and service failures to support corrective actions and prevent recurrence.
• Policy Compliance — Ensured all teams followed council policies, safeguarding guidelines, GDPR requirements and regulatory frameworks.
• Training & Coaching — Provided feedback, coaching and guidance to staff following audits, supporting improved performance and consistency.
• Data Quality Checks — Monitored data accuracy across multiple systems, correcting errors and ensuring reliable reporting.
• Service Reviews — Participated in service evaluations, inspections and internal reviews to assess effectiveness and compliance.
• Risk Identification — Flagged high-risk cases, safeguarding concerns and procedural breaches to management for immediate action.
• Stakeholder Liaison — Worked with internal teams, managers and external partners to resolve quality issues and implement improvements.
• Document Control — Maintained accurate records, updated quality documentation and ensured version control across all materials.
• Customer Experience Monitoring — Evaluated customer feedback, surveys and service outcomes to support continuous service improvement.
• Internal Audits — Conducted scheduled and ad-hoc audits to ensure operational consistency and regulatory compliance.
• Meeting Coordination — Organised, scheduled and coordinated meetings, reviews and quality panels, ensuring agendas, invitations and supporting documentation were distributed in advance.
• Meeting Chairing — Chaired quality assurance meetings, service reviews and case discussions, ensuring meetings remained focused, decisions were documented and agreed outcomes were achieved.
• Minute Taking & Action Tracking — Produced accurate and timely meeting minutes, recorded decisions and monitored agreed actions through to completion, following up with relevant stakeholders where required.
• Agenda Preparation — Prepared meeting agendas, collated reports and supporting evidence to facilitate productive and well-organised meetings.
• Diary & Calendar Management — Managed complex diaries, coordinated appointments and arranged meetings across multiple internal teams and external partner agencies.
• Administrative Support — Delivered comprehensive administrative support, including correspondence, document preparation, spreadsheets, report production, filing and maintaining confidential records.
• System Monitoring — Used multiple council systems to monitor performance, update records and track service delivery.
• Action Plan Tracking — Monitored progress against quality improvement plans, ensuring deadlines were met and recommendations were implemented.
• Records Management — Maintained accurate records of audits, meetings and action plans in line with GDPR and council record retention policies.
• Workload Prioritisation — Managed multiple priorities simultaneously, consistently meeting deadlines while maintaining a high standard of accuracy and professionalism.
• Confidential Information Handling — Managed highly sensitive and confidential information in accordance with GDPR, council policies and information governance standards, maintaining discretion and data security at all times.

Customer Service Assistant at Home Bargains (2016-10 – 2016-12)

• Till Operation — Served customers efficiently at the checkout, handling payments, refunds and queries while maintaining excellent service standards.
• Merchandising — Replenished stock, rotated products and maintained visually appealing displays in line with company guidelines.
• Store Housekeeping — Ensured the shop floor, tills and back-of-house areas were clean, tidy and safe throughout the day.
• Stock Counts — Completed regular stock checks and inventory counts to support accurate stock levels and reduce shrinkage.
• Customer Assistance — Helped customers locate products, answered queries and provided friendly, knowledgeable service.
• Price Checking — Carried out price checks and corrected discrepancies to ensure accurate pricing across the store.
• Date Rotation — Monitored product dates, rotated stock and removed out-of-date items to maintain safety and quality standards.
• Delivery Support — Assisted with unloading deliveries, organising stock in the warehouse and preparing items for the shop floor.
• Queue Management — Managed queues during busy periods, directing customers to available tills and maintaining smooth flow.
• Security Awareness — Maintained awareness of potential theft or safety issues, reporting concerns to management promptly.
• Seasonal Merchandising — Set up promotional and seasonal displays, ensuring high-impact presentation and product availability.
• Team Support

Customer Service Assistant at Express gifts (2016-03 – 2016-05)

• Customer Query Handling — Managed a high volume of customer enquiries using multiple internal systems, providing accurate information and resolving issues efficiently.
• Order Processing — Processed customer orders for Studio and Ace catalogue products, including household items, clothing and seasonal goods.
• Administrative Duties — Completed paperwork such as change-of-address forms, order amendments and complaint referrals, ensuring all documentation was accurate and compliant.
• Telesales Performance — Promoted weekly star items through outbound and inbound telesales, recording sales performance and working towards set targets.
• Payments & Refunds

Complaints Manager at BT (2014-07 – 2016-02)

• High-Level Complaint Handling — Managed complex customer complaints ranging from incorrect billing and delayed services to total loss of service, ensuring each case was handled with accuracy, empathy and full regulatory compliance.
• Case Management — Owned customer cases from first contact through to full resolution, often managing cases for up to 3 months depending on severity and technical requirements.
• ADR & Regulatory Escalations — Handled deadlock letters, Ombudsman escalations and OFCOM-related disputes, ensuring all evidence, timelines and communication met Alternative Dispute Resolution standards.
• Administrative Duties — Completed detailed case notes, compliance paperwork, internal reports and secretarial tasks to maintain accurate and auditable records.
• Diary & Customer Management — Managed a personal Outlook diary, maintained a direct customer contact line and ensured timely follow-ups and proactive communication throughout the complaint lifecycle.
• Compensation Assessment — Calculated and awarded fair compensation for service failures, ranging from one month's service credit to payments up to £200 depending on impact and delay.
• Orders & Retentions — Processed new orders, cancellations and retention requests while ensuring accuracy and preventing further customer dissatisfaction.
• Call Observations — Conducted call listening sessions to assess advisor performance, identify mis-selling or incorrect information, and determine root causes driving complaints.

Supervisor/Team Leader at Manor farm Beefeater bar & Grill (2010-02 – 2010-09)

• Front-of-House Hosting — Welcomed and seated guests, managed table rotations, and ensured a smooth, friendly customer experience during busy service periods.
• Team Supervision — Led and supported a team of 10+ staff, coordinating shifts, delegating tasks, and maintaining high service standards across the restaurant and bar.
• Complaint Handling — Resolved customer issues professionally and efficiently, maintaining guest satisfaction and protecting the venue's reputation.
• Cash Handling — Completed end-of-day cashing up, reconciled tills, and carried out banking procedures with full accuracy and accountability.
• Bar Support — Assisted behind the bar when required, preparing drinks, maintaining stock levels, and ensuring compliance with licensing laws.
• In-House Audits — Conducted regular audits, safety checks, temperature logs, and compliance paperwork to meet company and legal standards.
• Administrative Duties

Customer Service Assistant at O'Briens sandwich bar (2009-09 – 2010-01)

• Food & Beverage Service — Delivered friendly, efficient service while preparing and serving hot and cold food, drinks, and made-to-order items.
• Food Preparation — Prepared ingredients, assembled menu items, maintained stock levels, and completed daily ordering to ensure smooth service.
• Till Operation — Handled customer transactions accurately, resolved queries, and maintained excellent service standards.
• Housekeeping — Ensured high levels of cleanliness across the kitchen, service area, and dining space, following hygiene and safety procedures.
• Key Holder Duties — Trusted with opening and closing the premises, securing the site, and completing end-of-day checks.
• Administrative Tasks — Completed paperwork, compliance logs, temperature checks, and general secretarial duties to support daily operations.

Supervisor/Team Leader at Co-operative Group Limited (2008-01 – 2009-07)

• Store Operations — Responsible for opening and closing the store, ensuring all operational standards, security procedures and compliance checks are completed to a high standard.
• Team Leadership — Supervised and supported a team of 8+ colleagues, providing direction, task delegation, coaching and maintaining high levels of customer service.
• Stock Management — Managed daily orders, deliveries and POS processes, ensuring accurate stock levels, correct merchandising and minimal waste.
• Reductions & Ordering — Carried out product reductions in line with company policy and completed accurate stock orders to meet customer demand.
• Cash Handling — Completed end-of-day cashing up, safe counts and banking procedures with full accountability and accuracy.
• Post Office Operations — Trained and competent in Post Office services, handling transactions, compliance checks and customer queries.
• Till Operation — Delivered efficient and friendly service at the checkout, resolving issues and supporting colleagues when needed.
• Bakery Production — Prepared and baked fresh products to brand standards, ensuring quality, availability and food safety compliance.
• Administrative Duties