Working in the public service centre I answer and respond to emergency and non-emergency calls. I am the first point of contact for our organisation and it is at this point that I can positively influence the overall experience people have of the service provided by South Wales Police. This is a challenging job where I have to work under pressure, prioritise workloads and use my initiative. I need to have an understanding of the importance to provide a good quality and prompt service to customers. In addition, the information that I gather will be the foundation upon which the response to a wide variety of operational incidents is based, including road accidents, firearms incidents, anti-social behaviour, hate crime and assaults.
My role within the organisation includes:
Managing emergency and non-emergency telephone communications to the Force, both from the public and other emergency services.
Ensuring the accurate recording and passing of incident information.
Arranging a police response, calling on specialist units like the helicopter crew, firearms or scenes of crime staff to support the policing operation if necessary.
Liaising with local authority CCTV operations, prisons and other Government organisations (for example Royal Mint).
Monitoring the M4 corridor in the South Wales Police areas.
My role in the public service centre is immensely satisfying, where I feel I am making a significant contribution to safeguarding the communities of South Wales.
After a successful 18 month secondment, I returned to Swansea branch, now I am responsible for providing legendary service to all our members, this supports the team to deliver on our service levels and sales targets. I am able to recommend all the ways our members can interact with us, digital, mobile and face to face. By building relationships with our members by having skilful conversations with them and by also maintaining contact with them, I can help our team achieve the branch targets. I use all tools available to me to help benefit our members and enhance the overall service they receive on a day to day basis. I manage my time effectively, reflecting the needs of our members and the society. I adapt to change using available help and support
Transferred to Harpenden Nationwide Branch for 6 months to help out with them being short staffed, this allowed me to work in another branch and to refine my skills as a customer representative.
Promoted to the new role of Personal Banking Manager on a 12 month secondment, I used my time to effectively manage my busy diary. Working to monthly targets I had to find opportunities to highlight and share the benefits of being a Nationwide member. I used all tools available to enable me to have balanced conversations across the whole product range. Due to covering 4 branches in a 30-mile radius. I
had to work effectively and collaboratively with my colleagues providing feedback, coaching and support I had to protect our members by safeguarding their personal data and also respond to those at risk of vulnerability.
My first foray into retail banking, here customer services has to be legendary. By having engaging skilful conversations with all our members I helped the team to achieve its monthly targets. These were both sales and service targets. Part of this was to proactively retain and deepen relationships with new and existing members, by building collaboration and trust with my colleagues through my behaviours I was able to hit the ground running.
Promoted to oversee the fashion accessories department and progressed to Level 1 due to outstanding contribution and multiple department success. Communicating strategy and creating vision, focus and enthusiasm to aid the team’s delivery to targets. Providing direction and strategy and building strong cohesive teams through inspirational leadership and by example. Analysing seasonal statistics to facilitate labour scheduling during peak times including but not limited to sales and new stock. Inspecting standards and initiating quality customer service techniques to maximise opportunities. Forecasting for future sales growth, up skilling all internal staff to provide added value for the customer and improve average spend. Handling all queries and customer complaints, ensuring resolution through the introduction of well researched solutions that aid repeat business. Consistently gained outstanding feedback through the online website, with numbers of customers surveyed exceeding company average. Initiated training and development that dramatically improved staff retention and aided the promotion of two internal employees to senior positions.
10 GCSE's including English and Mathematics