Nicholas Ball
Secret Harbour,WA
Summary
Having recently emigrated from the UK with my partner and two children on a Permanent Resident visa, I am looking to explore new career opportunities. I have worked for my previous company 'Post Office Ltd' for the last 10 years, working my way up from a customer service advisor to a middle manager graded Service Manager where I quickly built up a good reputation. I am a fast learner who is not afraid to learn new skills and I am open to new challenges, whether that be in my existing field, or something more manual. I have worked for Coates as a Customer Service Coordinator for the last 5 months and I am looking to move back into management.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator
Coates
Perth, WA
07.2023 - Current
- As a Customer Service Coordinator, I am responsible for coordinating daily operations such as arranging deliveries of equipment or transfers, arranging for any repairs, and also resolving any breakdowns of equipment
- Identifying and responding to customer needs or issues whether that be via telephone, email of face to face
- I contribute to the achievement of the branch KPI’s along with maintaining and achieving my personal KPI’s such as CSAT, safety targets and revenue.
Service Delivery Manager
Post Office Ltd
Chesterfield, UK
10.2022 - 05.2023
- In my role as a Service Delivery Manager, I was solely responsible for the Travel Money and International Money Transfer services, with both operating in branch and a 24hr online service
- My role was to liaise between clients and stakeholders to ensure a smooth operation and a speedy resolution to any issues that may arise
- As these involve money and currency, it was imperative that the services were running as smooth as possible to ensure the company was not breaking any banking protocol or legislation (which could result in fines).
Customer Service Manager
Post Office Ltd
Chesterfield, UK
05.2016 - 10.2022
- As Customer Service Manager, I was in charge of steering the Customer Care Department in the right direction to reduce the volume of complaints on hand and increase Customer Service levels
- Upon taking over as Customer Service Manager, there were 11.5k complaints queued to be dealt with by 20 customer advisors
- Upon leaving the role, there were circa 500 complaints queued which was lower than the KPI target required for the headcount we had at the time
- My role was to oversee and drive the performance of 20 customer advisors
- Alongside this, I had to ensure that existing processes were reviewed and adapted where possible, to ensure the best possible customer journey and increase customer satisfaction levels
- This included monitoring KPI's and reporting performance to the Customer Service Director.
Network Business Support Advisor
Post Office Ltd
Chesterfield, UK
10.2013 - 05.2016
- As a Network Business Support advisor, my role was to assist the branch staff of over 11,500 branches on the internal helpline with their transactions and any issues they may be facing
- This could range from simple pricing enquiries, to assisting with daily and weekly accounting
- Post Office Ltd operate a vast array of products and services from standard mailing, to banking and Travel Money.
Education
NVQ Diploma - Management - Level 3
Barley Associates
Chesterfield , UK09-2018
Advanced Level Apprenticeship - Management
Barley Associates
Chesterfield, UK09-2018
Level 2 - Functional Skills in ICT
NCFE
Cheshunt, VIC09-2018
Skills
- Customer Service
- Microsoft Excel (Advanced)
- Critical Thinking
- Monitoring
- Conflict Mediation
- Team Development
- Spreadsheets
Street
Secret Harbour
Timeline
Customer Service Coordinator
Coates
07.2023 - Current
Service Delivery Manager
Post Office Ltd
10.2022 - 05.2023
Customer Service Manager
Post Office Ltd
05.2016 - 10.2022
Network Business Support Advisor
Post Office Ltd
10.2013 - 05.2016
NVQ Diploma - Management - Level 3
Barley Associates
Advanced Level Apprenticeship - Management
Barley Associates
Level 2 - Functional Skills in ICT
NCFE
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