Will McTear

I am an enthusiastic, reliable individual who has a passion for working with others in a fast paced challenging environment. I have excellent people skills coupled with a high level of both customer service and complaint handling expertise. I can work on my own or as part of a team as I am outgoing, friendly, creative and use practical thinking to solve problems.

I enjoy working on new projects, implementing change and seeking new opportunities which will help develop either myself or others. These abilities come hand in hand with being professional, confident and open minded. This helps me to be influential and persuasive when building positive relationships with both internal and external customers.

Through effective communication and listening skills, I relish feedback and will respond honestly in a professional manner to praise or constructive criticism, reflecting this into my skill set. I am able to organise and prioritise my time whilst adhering to an excellent attention to detail. I thrive with multiple tasks and deadlines, working well under pressure in either a quiet or busy environment.

This makes me extremely resilient and enables me to focus my attention on the task in hand but be fully flexible to business needs. I am confident that I would make a very positive contribution to your department needs and objectives by using my vast experience and skills in customer service, complaint handling, deliveries and warehousing for this role. I would bring a wealth of knowledge and experience, which I hope I can share with others whilst learning new knowledge and taking on new challenges.

Depot operations at DPD (2018-09 – Present)

• Fleet ambassador – conducting vehicle checks, security and weights
• Support the identification and prevention of any fraudulent consignments
• Improving and maintaining a customer first approach – going the extra mile every time
• Improve and enhance the quality/compliance, within all depot operations
• To be focused at all times within a time critical environment coupled with a process driven outlook
• To effectively deal with complex investigations and escalations of any parcels, queries, complaints and service failures
• Have a keen eye for detail and to work within high levels of accuracy
• Be an effective communicator, negotiator and listener
• Excellent analytical and computer literate skills
• Methodical, organised, self-motivated, able to work under high levels of pressure
• CCTV security/surveillance and monitoring
• Mental health ambassador, providing mental health first aid and support within depot and across the network
• First aider, fire marshal and health and safety representative
• Dangerous and illicit goods awareness, safety and resolution
• Stock controller (Storeman) - goods in/out
• To provide safe, secure, effective and professional resolution of damage control
• Ensure maximum visibility of any and all parcels for delivery presentation
• Management of actions, lost property control and effective investigation linkage for missing components
• Complex investigation and resolution of non-labelled or multi label goods
• Perishable goods - investigation/disposal
• Highest degree of security and loss prevention awareness, at all times
• Control of work pots - first, second, overdue, pro alerts, dates, times, shops and any collections
• Housekeeping and diary control

Complaints at 1CallUtilities – Scottish Power (2017-08 – 2018-08)

• Full ownership of managing complex customer complaints
• Interpreting data and the processing of high volumes of information
• To understand and absorb complex customer related data and to translate this into a clear, concise response that not only meets the customer needs but the business and regulatory requirements
• To be highly proficient in the use of IT systems and Microsoft Office packages
• To remain calm and professional in a fast moving, continually changing environment
• A high target driven – focused environment with multi-tasking, planning, prioritising and the management of workload
• Utilisation of excellent communication skills both verbally and in written form

Export logistics operative at DFDS (2016-10 – 2017-06)

• Organising shipments from start to finish by air / ocean / road
• Attending collection / delivery requests with job creation, invoicing, administration and sending POD/CMRs
• Obtaining and checking shipping documents from suppliers
• Sending shipping documentation instructions
• Obtaining customs clearance information together with NES export entries / import clearances
• Monitoring collection, departure, connection, arrival
• Pre-alerts and providing milestone updates to clients / agents
• Process all jobs in accordance with UK CAA / DFT AVSEC regulations together with completion of air waybills, house air waybills and cargo manifests
• Arranging collection of duty and VAT and the creation of tariffs for clients
• Worldwide quotation requests and sourcing competitive worldwide pricing solutions
• Chill operations

Administration Officer at HMRC (2016-03 – 2016-10)

• First hand problem solving and guidance for all personal tax matters received via telephone/email & by written correspondence
• Use excellent customer service skills to deal with clients, for example, other civil servants, members of the public or other organisations
• Interpreting and applying complex written information relating to policies and procedures
• Using communication skills, both oral and written, to explain often complex information to colleagues and members of the public
• Achieving and delivering targets within a fast-paced environment adhering to tight deadlines
• Work quickly under pressure, adhering to complex rules and procedures
• Taking an impartial interest in economic and political issues
• Handle objectively all complaint queries in a high call fast paced environment, whilst achieving a high level of customer service
• Work within legislation, policy and guidance to solve all customers' personal tax matters
• Work corporately across business streams to maximise the performance of HMRC, sharing best practice and information
• Undertake a high degree of keyboard work and manoeuvre between multiple systems
• Administrative duties, including IT support
• Provide accurate information in a professional and helpful manner by collecting and assessing relevant data/information from various sources such as departmental guidance, customer records and other business units

Customer delivery partner at John Lewis (2010-11 – 2016-03)

• Resolving front line customer queries with world class first point resolution, providing a seamless customer journey - going the extra mile where possible
• Provide ad-hoc support for the Customer Orders Department, Customer Support Team and the Omni Supplier Direct Department
• Communicate and investigate with other departments to finalise and improve the customer journey by resolving all and high-level complaints
• Managerial support. Support and develop both existing and new partners to build their skillset
• Administrative duties responding to letters, e-mails (internal or external) with up to date working knowledge of trading standards acts & legislation
• Case workload management, prioritising workload and delivering to target
• Ownership of self-training and enhancement of current skill set to improve experience and the customer journey
• Utilisation of Microsoft office products and multiple IT systems
• Build and maintain positive working relations between customers, branches and third-party companies, including visiting other stores and attending various supplier training events throughout the UK
• Adapt to change quickly and effectively. Identify any problems which may arise and minimise the effect they may have on the organisation/team
• Take ownership for customer requests and ensure promises are delivered
• Assess the issues raised by each customer and interrogate all relevant systems and files to gather the necessary information. In doing so, analyse the data to effectively adjudicate on and resolve the complaint
• Ensure that any complaint resolution made is in line with company, regulatory and industry guidance - where it is appropriate to offer redress / distress and inconvenience payments, ensure adherence to policy and that appropriate sign off is obtained within the prescribed designated authority limits
• Attend & Minute team meetings, suggest new ideas & ways to develop the team

GCSEs in Maths, English, Computer Studies, Physics, Geography, P.E, Technical and Art

Higher in Maths, English, Physics and Art

Access Course in Mental Health Nursing – South Lanarkshire College

HNC, HND Completion in Mental Health Nursing – Glasgow Caledonian University