Gloucester, England, United Kingdom
A key part of my role is ticket and incident management whereby I may need to support colleagues at a local level around issues they are facing which has minimal business impact, I will ensure the right level of detail has been provided to these issues, support in closing down the issue by investigating the problem and trying to provide solutions. I also support on major business incidents whereby 1000s of members maybe impacted and again may need to provide information up front to share how the issue may have arisen, potential future impacts and risks if not fixed immediately and working with our technical partners of gathering appropriate data, potential fixes and workarounds that could be used if a fix can’t be implemented immediately. Having a vast knowledge of our platforms is key to being successful in this role.
During my time as a manager within Scottish Widows Workplace Savings, I looked after a number of different functions which included dealing with inbound phone calls from our customers, the processing of requests from a general plan servicing perspective, the creation of work following emails received into the business and supporting customers via our chat functionality. All of these tasks had to be completed within SLAs to ensure we were supporting our customers in a timely manner. I needed to ensure my team were flexible on a daily basis to prioritise and in flux in work we may receive. Planning was also essential to understand what colleagues were available and what there skill sets are to ensure we can cover what work we had each day.
During my time as an overseer I looked after key frameworks initially for one team within the business but eventually for the whole operation teams within Scottish Widows Workplace Savings. I would ensure all breaches were logged and resolved within regulated timeframes. When completing any investigation for these issues I would also ensure any training was completed with colleagues to prevent issues from re-occurring. I would also complete random sampling of work and telephone calls completed by colleagues, as well as provide support with any complex queries they may have.
As front of house manager at the restaurant ran by cater cater, I held a multifaceted role that encompassed various responsibilities including bar management, staff organisation, hosting private functions, and occasionally supporting as a chef. I was also responsible for closing down the bar and restaurant each night and counting the takings for the day and securely placing in a safe.
I completed research into the living wage situation in the UK at a local and national level. I had to analyse and document key information that would then be used as a local living wage campaign undertaken by the charity.