Lead day-to-day laboratory operations, ensuring calibrations comply with BS EN ISO/IEC 17025:2017. Collaborate with the Lab Manager to support accreditation applications and drive continuous process improvements. Oversee calibration schedules, maintain equipment within certification dates, and coordinate external calibrations as required. Monitor regulatory compliance and internal QA procedures, contributing to successful audits and high accuracy. Partner with other departments to align calibration requirements with QA objectives, improving efficiency and reliability. Manage administrative tasks including invoice preparation, certificate processing, and database maintenance with accuracy. Coordinate packing and shipping of delicate instruments to ensure secure delivery and customer satisfaction. Serve as first point of contact for customer service, resolving inquiries with clear, professional communication. Streamline processes to improve the customer experience and consistently meet d

Customer Service Advisor at Virgin Media

Delivered exceptional customer service via phone, email, and live chat, supporting a wide range of customer queries and technical issues. Resolved customer complaints efficiently, ensuring first-time resolution and maintaining high satisfaction scores. Promoted Virgin Media products and services, contributing to upselling targets and customer retention. Maintained accurate records of customer interactions using internal CRM systems. Worked collaboratively with technical support and billing departments to provide seamless customer experiences. Met and exceeded performance KPIs including call handling time, customer satisfaction (CSAT), and quality assurance scores.