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Customer Service Manager

Cramlington, Northumberland, NE23, United Kingdom
October 19, 2016

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Stuart McKenzie

Date of Birth: **th September ***6,

Address: **, ********** *****,

Houghton le Spring, Tyne and Wear.


Telephone: 019********

Mobile: 078********



I am an enthusiastic and dedicated person who is organised and methodical. I have the ability to follow professional guidelines. Statutory regulations whilst delivery high standards of customer service. I work well on my own and can demonstrate the highest levels of motivation and organisation required to meet the needs of my peer group and customers. I hold excellent interpersonal skills and communicate well at all levels.


GCSE Grades A-D


April 2013 – Present UKAR Customer Support Team Associate:

My role includes being a point of contact for customers who may have financial difficulty now or in the future, Providing excellent customer experience. Taking responsibility to satisfy and identify customer requirements at first contact with mortgage customers who require support and guidance to maintain their current and future mortgage commitments with the understanding of the customers affordability. Within my role I maintain a high level of functional and expertise on UKAR policies and solutions. I am required to deal with customer requirements by conversational fact finding and then look at appropriate forebearance options. I am expected to adhere to both mortgage operations policy and business rules. Maintaining a active working knowledge of FCA recommended practices. I agree customer options in line with mandate level while maintaining a high level of functional and technical expertise on UKAR policies and solutions. I also ensure that all customer contacts are TCF.

I also deal with Payment holiday applications I am required to recalculate the contractual payment by adding the interest to the mortgage balance and I run the application and make decisions if I run a income and expenditure to check affordability. I set clear expectations and make a decision if the application is to be approved or declined.

September 2012 April 2013 N Power Rainton Bridge, Payment schemes and Telecollections: overflow as below supporting both departments as a multi skill as and when required to ensure service levels are kept to a desired level.

April 2012- September 2012 N Power Rainton Bridge, Stand in Team Manager:

Within this role my duties were to ensure the teams adherence are on target, Attend daily meetings to ensure performance is at the desired level. To offer coaching and feedback to my advisor’s and to handle manager calls. Duties also include monitoring service levels.

February 2012-April 2012 N Power Rainton Bridge, Payment schemes high value credit :

Duties include to completion of my daily allocation of work which include to check each individual account for genuine credit by checking account is billed to date and has confirmed reads. To support any refund that may be required to be issued. Ensuring Gas and Electric meter reads are booked and safety inspection of meters are carried out. Amending the account to make sure payments are set at a correct level to avoid a high level of debt or credit to the account .

May 2011 – February 2012 Telecollections, N Power:

Duties include taking inbound calls from customers relating to debt or overdue bills. Advise on suitable payment plans available whist listening to individual circumstances and the ability to pay. Advising of the best resolve for the customers account by negotiation to include direct debit set up, payment plans or prepayment meter. Taking payments to reduce balance whilst setting expectations as to legal procedure if no resolution can be found. To offer assistance such as energy trust fund and fuel direct. Acknowledging and logging customer expression of dissatisfaction and to Update the account with a full accurate record of the conversation.

November 2010- May 2011 2Touch Doxford Park:

General duties were outbound calling on a Energy campaign EDF energy to promote the company to attract more sales and increase customer base.

Oct 2006-Oct 2010 Thomas cook representative.:(4 hours per week)

Duties include to meet and greet clients at the airport and guide them back into resort, giving a welcome speech with regards to health and safety and updates in and around resorts. Also work with hotel receptions to confirm arrivals and check guests in to resort. On departure to collect guests from resort and to transfer them back to airport and check them in after going through airport security questions.

June 2004-September 2010 Hotel, Terralta Benidorm:

To make sure of aspects of the daily business ran as smooth as possible, Meeting sale targets and selling products to customers Needs. Managing targets which included targets at a variety of levels, value added, productivity, retention and attendance I worked in various departments within the hotel. General bar duties including assisting colleagues with language difficulties. While I worked in the reception my responsibility's where reservations and bookings, changing currency, selling safety deposit boxes and various excursions.

May 2002- June 2004 Queens Hotel Benidorm, General Manager:

Managing a large team including recruitment and selection, performance management, absence management, staff training, staff rota’s and daily planning and allocation of work to team mates, Dealing with all customer complaints, ensuring compliance with statutory regulations. Contributing to the setting of budgets and monitoring daily budgetary control, organising building maintenance, ordering and supplies, and most important making sure of aspects of the daily business ran as smooth as possible, Meeting sale targets and selling products to customers Needs.

Managing targets for staff which included targets at a variety of levels, value added, productivity, retention and attendance .

Jan 2000- April 2002 Norwich Union, Financial advice helpline:

Offering assistance to independent financial advisor who offered Norwich union products, Calling existing clients advising products were at maturity and offering other products available for reinvestment, answering questions on products available. General office duties including faxing, photocopying and answering phone calls.


Word, Excel, Power Point, Internet & Email


Driving Licence: Full/Clean





Available upon request

Contact this candidate