kelly thomas

Leading the brand new Owner Support Team to many successes, my team and I handled a variety of queries and feedback cases with sensitivity and professionalism to enhance the holiday home ownership journey for our customers. My position allowed me the opportunity to shape and improve central relationships with our owners through rigorous process analysis and my own enthusiastic, newly recruited team. Regular and consistent Quality Assurance assessment on both telephone and email communications meant our team produced a high standard of service persistently. Managing a team of 12-15 agents handling in excess of 1,000 calls and 700 emails per week, my focus was to instill an exceptional customer service mantra through considerate and constructive coaching and mentoring.

Servicing primarily Owner Feedback and Concerns, I quickly pursued a promotion to a more specialised Ownership department.

* Supporting the Branch Manager in optimising and commercialising branch operations across all given workstreams. * Operating the largest branch in the North-East with a fleet of over 200 vehicles over a 7-day calendar. * Driving sustainable and ethical sales to nurture business growth and increase consumer relations. * Identifying and seizing new business and customer sales opportunities through proactive business to business interactions. * Performance coaching teams by incentivising productivity, efficiency and revenue-building operations. * Overseeing the employee journey inclusive of appraisals, disciplinary and training functions. * Enrolling in recruitment functions to inspire and encourage new members to join our team. * Controlling internal branch costs across payroll, expenditure, operational costs and services to maximise margins. * Delivering growth within corporate business to strengthen revenue pipelines across accounts. * Identifying and minimising risk and exposure in business across invoicing, fault and payment services.

Coaching junior teams in sales and closing techniques to enhance commercial channels and develop long-lasting relationships. - Managing branch P&L leading initiatives to reduce fuel costs, expenditure and operational costs for improved profit margins. - Working with operational teams to optimise servicing and maintenance schedules to minimise fleet downtime. Having completed my training ahead of the expected 12 month which the training program is designed for, my title changed to Management Assistant which meant I was eligible for any upcoming promotions. During this period I moved to The Newcastle Airport Branch which refined my passion for service further as I embraced the fast-pace environment of an airport (and the associated hours!) refining my sales profile.