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Jack Bailey Pollock Customer Experience ManagerJB

Jack Bailey Pollock

Customer Experience Manager
  • Suggested rate
    $398 / day
  • Experience3-7 years
  • Response rate100%
  • Response time1 hour
The project will begin once you accept Jack's quote.
Location and workplace preferences
Location
Brighton and Hove, United Kingdom
Can work on-site at your office in
  • and around Brighton and Hove (up to 50km)
Verifications

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Languages
Check out languages spoken by Jack
Categories
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Skill set (12)
Jack in a few words
A driven, highly organised professional with a breadth of experience in performance management and staff development. Currently working in a Customer Relationship Management role for a commercial arm of one of the largest volunteer-led charities in the UK. Seeking exciting opportunities to work with values-led organisations that want to develop their CX/UX proposition.
Experience
  • Scout Store
    Customer Relationship Manager
    RETAIL (SMALL BUSINESS)
    April 2022 - Today (3 years and 1 month)
    Lancing, England, United Kingdom
    - Creation and implementation of the contact centre (omni-channel) customer service framework
    - Be the voice of the customer to ensure customer/member-centricity is baked into the trading and business decision making processes
    - Develop, deploy and oversee new strategies around customer service/ member experience
    - Building out the support platform to ensure we are launching new channels for customers, whilst engaging change management techniques with all users affected
    - Drive departmental service level agreements and Key Performance Indicator compliance
    - Manage the end to end Returns process, strategy and staff performance
    - Deliver staff training, utilising quality monitoring and data analytics
    - Provide customer data and feedback to the business ensuring a customer centric approach
    - Manage relationships with key third parties/suppliers such as Zendesk, Trust Pilot and Yotpo
    - Line management responsibilities for up to 20 members of staff (including supervisors)
    - Ensure strong inter-departmental relationships are maintained
    - Research and implement new systems/software to enhance customer experience
    - Working on data, insights and customer feedback to drive improvements to the business
    customer service Customer support Customer Loyalty/ Retention Customer Journey Zendesk Strategic planning Chatbot
  • Scout Store
    Support Center Manager
    RETAIL (SMALL BUSINESS)
    May 2018 - March 2022 (3 years and 10 months)
    Essex, UK
    Dual site role managing two separate contact centre functions, across two directorates.
    - Handling furlough/redundancy processes with staff during pandemic period
    - Mass recruitment across both teams, as the business recovered from the pandemic
    - Embedding a high performance culture with clear KPI's & SLA's for the head office team
    - Creation of the contact management framework
    - Implementation and ongoing management of Zendesk
    Change management Performance management Strategic planning Zendesk
  • italk ltd
    Staff Training & Development Officer
    TELECOMMUNICATIONS
    September 2014 - May 2018 (3 years and 8 months)
    Brighton, UK
    - Analysing a large volume of sales data to identify specific trends and areas for development
    - Creating weekly reports with commentary, for senior management, covering team performance
    - Daily quality monitoring to ascertain training needs for sales team of 30-60 advisors
    - Delivering two-day intensive training program for induction of all new recruits
    - Producing structured performance improvement plans for underachieving advisors
    - Carrying out large quantities of 121 training to provide concise actionable feedback
    - Supporting the management team with building and presenting training modules for the wider business
    Coaching Data analysis Performance Management Sales
Recommendations
Education
  • Sport and Exercise Science
    BHASVIC
    2013
    Sport and Exercise Science