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The primary focus of my current role is to adapt an American guest engagement program, to become effective in improving customer service and colleague interaction at Wembley Stadium, on event and non-event days. This includes the following: • Marketing the standards to all staff, ensuring that the minimum expectations of the company are well known • Delivering training sessions to up to 200 members of staff on a weekly basis • Developing methods of measuring and validating staff engagement and working with the heads of department to ensure that these are carried out • Creating communication channels to encourage staff engagement such as newsletters, social media and graphics • Recognising and rewarding staff who are meeting the standards and those who exceed expectations
My fundamental responsibility in this travel start-up company was to establish a customer service function that is internationally dynamic. By developing standardised procedures and disseminating them across the business, I lead a team that defined a service which can also be replicated for future expansion. Key responsibilities: • Analysing data from all communication channels to understand workload metrics • Developing standards of practice for each process, based on the metrics obtained • Defining targets and objectives for the team regarding each process • Working with other teams to migrate workload appropriately Daily responsibilities: • Prioritising tasks and disseminating throughout the team, according to the specific strengths and experience of the individual team members • Acting as a point of escalation for complaints and commercial decisions • Monitoring the quality of tasks undertaken by the team and following up with training support when necessary • Chairing team meetings each week and holding weekly/ annual reviews with team members • Setting objectives for individual team members. • Creating the rota and managing holiday and sick leave During my time at Onefinestay, I was also a member of the Social Committee; responsible for organising company events including Christmas/ birthday parties and sports tournaments.