Victor Holloway

Hardworking, adaptable and decisive leader with over 20 years of customer facing roles. Highly organised and professional with a solution-focused mindset. Passionate about people development and training. Known for instant impact and quick learning. Dedicated team player committed to exceeding internal and external customer expectations.

Recovery Officer at Waveney District Council (East Suffolk Council) (2017-05 – Present)

• Communicate with customers via phone, email, face to face or social media
• Provide Solutions to maximising debt collection
• Inputting data accurately into in house system and various Microsoft Office Software
• Provide excellent internal and external customer service
• Analyse reports and assess recovery strategies
• Complete individual and team targets
• Attend Court to execute Summons
• Perform inductions for new starters
• Manage customer complaints
• Introduced a new staff and colleague recognition scheme to reward innovation and excellent customer service
• Won Future Star Award
• Won Employee of the Year
• Helped introduce customer web portal to encourage access and reduce phone calls
• Helped structure Intranet for 5 difference Councils

Arrears Support Team Advisor at Essex and Suffolk Water (Northumbrian Water Group) (2012-08 – 2017-05)

• Dealing with customers who are in arrears, and setting suitable repayment arrangements
• Listening and understanding individual needs and providing the best options for the customer
• Dealing with incoming post, email, and queue work within agreed timescales
• Reduce arrears within Northumbrian Water
• Manage customer complaints
• Revamped and revolutionised training Programme within the Arrears Support Team to embrace colleague development and encourage growth whilst providing high-quality training programme
• Liaised with management from other departments to ensure consistency and fluency
• Real Time performance monitor, revolutionising understanding of the importance of resourcing within call centre and producing end of day report for management staff
• Selected for a development programme as a Senior Advisor which involved coaching and providing support to colleagues
• Mentoring and coaching new starters to help ensure clear understanding, tools and guidance needed to exceed customer expectations and meet internal targets

Customer Advisor- Billing Services & Business Support at Essex and Suffolk Water (Northumbrian Water Group) (2009-11 – 2012-08)

• Processing and application of WaterSure & WaterDirect, schemes which assisted customers in need of financial support
• Maintaining the ESW property database in ICIS, including updating new properties, meter options and selective meter installations
• Scanning and logging incoming customer correspondence in order to correctly allocate customer correspondence and assist internal customers
• Ensuring all health and safety legislation is agreed to on company grounds
• Ensuring orders for facilities teams and departments are made on time and delivered efficiently
• Providing customer service to external customers
• Identify areas of improvement of existing procedures

Team manager at Ipsos MORI (2006-08 – 2009-08)

Responsible for managing profit making projects doing market research.

• Managing teams of up to 50 staff, including conducting appraisals and coaching staff and providing feedback
• Motivating staff
• Producing reports and presentations to management and clients from collected data to monitor and improve performances and results
• Communicating effectively with other project supervisors and teams to promote a One Team Approach
• Conducting appraisals and one to ones to review performance
• Ensure health and safety legislation is adhered to
• Manage customer complaints

Level 3 Diploma in Credit Management – Chartered Institute of Credit Management (2015 – 2017-02)

NVQ Level 2 in Business and Administration (2010)

NVQ Level 2 in Customer Service (2008)

International Baccalaureate Certificate in Economics, Geography, Maths Studies, French and English – WATERFORD KAMHLABA United World College of Southern Africa (2004 – 2005)

IGCSE in Maths, English, Chemistry, French, Geography, Physical Education and Computer Literacy (1999 – 2003)

FA Level 1 in Coaching (2018)

FA Level 2 in Coaching (2019)

Ongoing/Yearly in Data Protection top up courses

Ongoing/Yearly in Excel beginner and intermediate courses

Ongoing/Yearly in Health and Safety at work courses