Gemma Hurton

Customer Service & Administration Professional

Talent

DurhamMember since September 29, 2026

Customer service and relationship managementClient, employer and learner supportEducation and training administrationComplaint handling and resolutionCase management and investigationTelephone, email and face-to-face communicationStakeholder and employer engagementData entry and accurate record keepingAppointment and diary coordinationMicrosoft Office and administration systemsProblem solving and escalationManaging competing prioritiesConfidentiality and sensitive informationTeamwork and independent working

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Customer service and relationship managementClient, employer and learner supportEducation and training administrationComplaint handling and resolutionCase management and investigation

About

Dedicated and reliable Customer Service & Administration professional with experience supporting customers, handling enquiries and providing efficient administrative support. Strong communication and organisational skills, with a friendly and professional approach to building positive customer relationships. Able to manage competing priorities, work effectively as part of a team and maintain a high standard of accuracy and service.

Committed to delivering a positive customer experience and contributing to the success of the organisation.

Experience

Customer Engagement Executive at Learning Curve Group (2022-01 – Present)

Build and maintain strong relationships with clients, employers, and key stakeholders, acting as a trusted point of contact throughout the learner journey.
Identify client needs and recommend tailored learning, training, and development solutions aligned with organisational objectives.
Manage client engagement from initial enquiry through to onboarding and ongoing account support, ensuring a high-quality customer experience.
Collaborate with internal teams to coordinate training programmes, resolve queries, and ensure effective delivery against client requirements.
Proactively identify opportunities to strengthen client relationships, increase engagement, and support business growth.
Monitor client feedback and engagement to identify areas for improvement and contribute to continuous service development.
Maintain accurate records and manage communications across multiple clients, ensuring professional and timely follow-up.
Support clients in understanding available funding, training pathways, and development opportunities to maximise the value of their learning programmes.

Customer Success Representative at Connection Flooring Limited (2021-06 – 2021-11)

I contacted customers externally via email and telephone that have left negative review on trust pilot. I would look into review and find ways to improve there journey as whole and improve company image. I would also deal with escalated complaints, i would be assigned as their case worker and investigate further to ensure complaint is dealt with efficiently and feedback is referred onto relevant departments.

Conducted training sessions to enhance product understanding.
Regularly checked in with customers to gauge satisfaction levels and identify areas of improvement.
Mitigated churn risk by proactively addressing potential issues before they arose.

Customer Service Specialist at Npower (2008-09 – 2021-01)

I am first point of contact to in customer contact centre, I perform relevant security checks on accounts handle record and escalate complaints when necessary and to explain gas and electric bills to customers. I book appointments for meter safety inspection. And to set up direct debit and reassess customers usage based on up to date meter reads.

I Set up payment plan for customers cannot afford to pay for their bill and take initial payment as well. I also register customers moving into Npower supplied property and I do contract over telephone to transfer there supply to Npower. I use my objection handle skills to switch their services to Npower and liaise with letting agents or Landlords regarding new tenants moving into property.

Improved customer satisfaction by promptly addressing queries and complaints.

Distribution Support Representative at Select Appointments Plc Northumbrian Water Ltd (2008-03 – 2008-09)

Contact customers to book appointments for water meter surveys. I communicate with our distribution teams to schedule work planning and to maintain information is up to date. I liaise closely with Distribution Technicians by logging various jobs that have been carried out to properties and to report bursts around area. I also update job work sheets and send written correspondence to customers.

Customer Advisor at Select Appointments Plc Northumbrian Water Ltd (2007-11 – 2008-03)

Handling incoming calls from customers and dealing with their enquiries about fishing, lodges and reservoirs. I provide customers with information on price, availability, regulations and any general advice. I also create and maintain daily spreadsheet which holds important information on bookings. I communicate with internal departments and exchange information. I also carry out general administration duties.

Customer Collection Advisor at Select Appointments Plc for Northumbrian Water Ltd (2007-02 – 2007-11)

Working as part of enforcement team enabling their recovery of outstanding debt. I obtained good understanding of methods of enforcement in litigation department. I provided redemption figures for Solicitors and finance companies, to help recover customer funds. I also contact County Courts via telephone regarding customer accounts and concluded correspondence.