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Work Background
Business First Telecoms LimitedBusiness Office Manager
Oct. 2017 - Dec. 2024Norwich, England, United Kingdomanaged a team of 9 members, overseeing customer accounts for mobile network services. Identified opportunities for cross-selling additional products or services to existing customers. Handled 50+ clients, providing technical support and ensuring accurate billing for data, calls, and SMS. Supported business development and recruited staff for telecommunications and security divisions. Produced client-specific reports and quoted network tariffs. Provided customer service to existing clients by responding to inquiries and resolving complaints.
Business First Telecoms LimitedSales Customer Service Manager
Oct. 2017 - Nov. 2024• Technical device support to the customer • Reporting on usage highlighting any uncommon trends • Managing hardware funds and statements • Ensuring the networks are issuing to correct amount of comm • Device setup for the customer, using MDM (Mobile Device Ma • Producing customer specific reports • Keeping customers up to date with the latest device price guide • Quoting network tariffs to new and existing customers and ag ensure both the customer and the business get what is neede • Making sure the customer has their users on the right tariff an • Supporting the business development manager for on boardin • Customer service support over the phone and face to face
SOUTH EASTERN ELECTRICAL PLCKey Account Manager
Oct. 2013 - Jun. 2017Essex, England, United Kingdom. Budget Management . Sales . Reporting . Estate Management . Creating Mobilization Schedules . Weekly Contractor Meetings . Communicating Via Area Managers & Company Directors
Facilities Service GroupTeam Leader
May. 2010 - Oct. 2013Aylesbury, England, United Kingdom• Management of client complaints and escalations ensuring positive proactive ownership and communications with clients at all times. • Manage a team of 8 staff which is broken down into admin, invoicing clerks and PPM admin • Making sure disruption of any restaurant closers are kept to a minimum and reopened within 24hrs • Assist in the mobilisation of new clients and subsequent training of staff • Providing on call support out of normal hours (rota basis) • Ensure minimum exposure to SL on budget risk lines diverting to capital / warranty etc. where at all possible • Production and issue of client specific reports • Monitor and evaluate Helpdesk/Staff’s performance • Hold mid-year and yearly appraisals with all staff • Manage resourcing requirements effectively to ensure full cover including general rostering of shifts and cover for holidays and sickness • Managing staff • Selection and recruitment of new staff including interview and offer of role • Undertake full training of new staff on call management practices and database usage • Undertake refresher training with existing staff • Management of direct team HR requirements and support including grievance and disciplinary issues with support from the Helpdesk Manager and General Manager where required Communicate regularly with clients and senior management and sites to keep them updated with the status of jobs.
WILLMOTT DIXON SUSTAIN LIMITEDService Controller
Oct. 2006 - May. 2010Norwich, England, United KingdomControl workload for 43 engineers to attend jobs in timescales to client's specification. Giving out the PPM works to engineers and KPI reporting on PPM Dealing with telephone queries for engineers and clients. Keeping clients updated with timescales of jobs. Liaising with the Occupational Therapist and Client families to ensure that work is carried out quickly and sensitively as to the client’s needs. Issuing jobs onto PDA’s for engineers to carry out work. PDA Champion – resolving any issues the engineers have with the PDA’s not working. Carrying out PDA training for new users and refresher training. Updating the client websites according to the specification of the contract. Holiday Cover for Project Administrator – i.e. raising project jobs from client website, issuing jobs to engineers and sourcing materials. Collating KPI information for Clients and run KPI reports on Concept and Crystal (Suffolk County Council and Cambridge County Council). Issuing stock orders. Raise subcontract orders. General administration - filing, post.
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