Josh Tyler

Responsible for the reduction of pre installation cancellations across the VM sales estate through the root cause identification of leave reasons in the pre install period.

Responsible for the management and improvement of the commercial mechanisms governing our partner relationships across our contact centre estate.

My role as Operations Management Graduate covers three key stages in the customer journey, retail, field operations and customer contact. In each placement it is my responsibility to deliver against management objectives whilst also uncovering avenues for operational improvement and growth. As part of the scheme I will be studying towards the Prince 2 practitioner qualification, alongside a national diploma in management at level 5. Current responsibilities include the design and implementation of a 3rd quarter sales campaign for the Liverpool store alongside ongoing work to help drive and deliver improvements in customer experience whilst maximising opportunities to augment current retail revenue streams. In my previous placement in customer contact I took responsibility for a mobile care team and led them to deliver against all of their key performance indicators, In doing so developing a host of management skills including coaching, feedback delivery, 1-2-1's, performance improvement planning, disciplinary proceedings, team meetings, and absence and lateness management. My placement ended with an award for both myself and my team for the way in which they had transformed their performance in the 4 months I was with them.

My key role as an advisor was to deliver outstanding customer care through a service through sales framework. As a supervisor my role involved attending to escalated complaint calls, troubleshooting for CSA queries, supporting new starters with system and business knowledge and facilitating high performance through quality coaching.