Helen Farrell
Customer Service Manager @The Stepstone Group
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WORK HISTORY
Customer Service Manager @The Stepstone Group
Manchester, GB
I lead a diverse team of over 30 skilled professionals across seven specialised units, including contact centre operations, live chat support, compliance, second-line triage, and customer training. I have developed and delivered comprehensive training programs for team members, offered constructive feedback through one-on-one meetings, and provided mentorship to colleagues within the customer experience department. Collaborating closely with the customer experience management team, I contribute to the development and implementation of annual strategic plans aimed at enhancing team performance and achieving organisational objectives. I prioritise the delivery of exceptional customer service to both internal and external stakeholders, ensuring high levels of satisfaction are consistently maintained. Additionally, I manage and optimise incoming service contact strategies to improve operational efficiency and elevate the customer experience. I have established and oversee a formal complaints policy, ensuring the timely and effective resolution of customer issues. Furthermore, I initiate and lead process changes and improvements to streamline operations and enhance service quality.
EDUCATION
The Manchester Metropolitan University
Bachelor of Arts (BA), Sociology
ABOUT HELEN FARRELL
An accomplished Customer Service Manager with a proven track record in the software development and dynamic online media industry. Over the years, I have honed my skills in various key areas, including sales, recruitment, retention, customer relationship management (CRM), account management, and Customer feedback. My passion for effective people management and development has been the driving force behind my success in this field.With a Bachelor of Arts (BA) degree in Sociology from The Manchester Metropolitan University, I possess a unique blend of academic knowledge and practical expertise. This educational background has enabled me to approach customer service challenges with a well-rounded perspective, taking into account the social dynamics and intricacies of human interaction.As a skilled and strategic leader, I take immense pride in my ability to foster strong team collaboration and maintain an environment where individuals can thrive and excel. My commitment to nurturing talent has resulted in creating high-performing teams, ensuring maximum productivity and exceptional customer service experiences.Over the course of my career, I have been at the forefront of developing robust customer feedback mechanisms that have contributed significantly to enhancing overall customer satisfaction and loyalty. I firmly believe in the power of active listening and using feedback as a valuable tool for continuous improvement.Adapting to the ever-evolving demands of the online media industry has been both challenging and exhilarating. However, my adaptability and resilience have allowed me to navigate through changes with finesse, while always keeping a sharp focus on delivering excellence.
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