Jools Aspinall
Darlington,County Durham
Summary
Accomplished professional with expertise in account management, people management, complaint resolution, and performance management. Demonstrates strong stakeholder engagement and team leadership skills, relationship building and effective communication. Adept at conflict resolution and coaching others to achieve optimal results.
Driven communicator with talent for crafting compelling emails, communications and content. Well-versed in strategic communication and customer relations, bringing strong writing and interpersonal skills.
Overview
34
34
years of professional experience
8
8
years of post-secondary education
Work history
Corporate Account Manager
EE
2012.10 - 2025.08
- Account Management of telecommunications base (35000) of large Multi-national Telecoms company
- Meet reporting needs of large companies
- Handle emails and calls from stakeholders and Customer relating to both products and services
- Point of contact for high level complaints and escalations, ensuring a satisfactory outcome
- Offer call backs/emails if a follow up is required
- Work within department targets
- Train and coach colleagues/new starters in complaint identification, investigation and handling.
Corporate Team Manager
EE
2010.06 - 2012.10
- Manage a team of up to 18 Business Customer Service Representatives, conducting monthly 121/coaching/performance management to ensure they achieve their own/business objectives
- Manage all my own HR processes including performance Management, sickness absence, recruitment and selection, disciplinary/grievance process including investigation/fact find.
- Lead with high-level complaints and escalations with a calm, solutions-focused approach that protects relationships and drives service improvements.
- Direct liaison with HR Business Partner, able to offer advice/support to other Team Managers, escalating to the HR Business Partner where necessary.
- Develop and deliver training to meet development areas as identified through effective coaching.
- Design and deliver effective Team Meetings in line with key business drivers and use feedback to further develop the team/individuals
- Provide comprehensive reporting via a wide range of tools including excel and in house systems.
- Build effective relationships with the key stakeholders to ensure decisions are in the main, mutually beneficial
- Cover for Operations Manager where necessary
- Carry out any fact finds/disciplinary hearings
- Improved team productivity by implementing efficient work processes.
- Promoted a culture of continuous learning by organising professional development workshops.
- Fostered a positive work environment through clear and open communication.
Team Manager, Insurance Department
Orange
2010.01 - 2010.06
- Managed a team of 12 Customer Services Advisors; motivating them to meet both personal and company objectives.
- Improve team performance via a variety of coaching methods and 1-2-1’s
- Encourage the team to deliver a ‘WOW’ service using Now to Wow methodology
- Dealt with escalations passed to me from my team; ensuring a resolution was reached and the customer was happy with the outcome. Ensured the team player received feedback and support on how to deal with any future issues
- Produced reports and uploaded information using a variety of systems including CCA, WFM, and My Time, ensuring the administrative side of the team ran smoothly.
Customer Services Advisor
Orange
2008.06 - 2010.05
- Took a variety of calls, relating to both products and services.
- Acted as ‘floorwalker’ offering my knowledge to Customer Service Advisors who required assistance during calls; taking over the call where necessary.
- Worked within targets in line with service level agreements.
- Covered role of Team Leader when supervisor is on holiday.
Pensions Administrator
rpmi
2005.03 - 2008.06
- Responding to queries from scheme members, pensioners and railway employers and other pension’s administrators/IFAs.
- Building, researching and maintaining the intranet for the final salary pension scheme, which is used on a daily basis by all pensions’ staff when responding to queries.
- Liaising with actuaries to ensure all scheme information on the intranet is correct and easy to understand for all staff.
- Training new starters on call handling, offering ongoing advice and support when required.
- Writing and delivering refresher sessions for team members.
- Ensure all correspondence is dealt with in an accurate and timely fashion.
- Reason for leaving: Chose to leave to move out of pensions industry and back into customer services field
Team Manager/Seconded Operations Manager
Npower
2002.09 - 2003.11
- Reason for leaving Maternity Leave
Senior Account Controller
Orange P.C.S
1998.10 - 2002.09
- Reason for leaving Redundancy (left to avoid)
Customer Services Advisor
Orange P.C.S
1998.06 - 2000.10
Home Care Manager
Social Services, Darlington
1996.03 - 1998.03
Office Manager
1993.10 - 1996.03
Clerical Officer/Receptionist
1991.09 - 1993.10
Education
Higher National Certificate - Public Administration/Business Studies
New College Durham
Durham 1993.09 - 1995.06
National Certificate - Public Administration/Business Studies
New College Durham
Durham 1991.09 - 1993.06
7 GCSE’s -
Longfield Comprehensive School
Darlington 1986.09 - 1991.06
Skills
- Account management
- Complaint resolution
- Performance management
- Stakeholder engagement
- Team leadership
- Relationship building
- Conflict resolution
- Coaching others
- Effective communication
References
Available on request
Hobbies and Interests
Writing, Gym/training, Reading, travel, Interiors, walking, music
Training
Various courses including: Performance Management, Benefit Calculation, GMP/Contracted out schemes, Commercial Acumen, Microsoft Word, Microsoft Excel, Communication skills, The Customer Experience, Conflict Management. Escalation trained to level 2FSA.
Affiliations
- Gym/Training
- Travel
- Interior Design/DIY
Timeline
Corporate Account Manager
EE
2012.10 - 2025.08
Corporate Team Manager
EE
2010.06 - 2012.10
Team Manager, Insurance Department
Orange
2010.01 - 2010.06
Customer Services Advisor
Orange
2008.06 - 2010.05
Pensions Administrator
rpmi
2005.03 - 2008.06
Team Manager/Seconded Operations Manager
Npower
2002.09 - 2003.11
Senior Account Controller
Orange P.C.S
1998.10 - 2002.09
Customer Services Advisor
Orange P.C.S
1998.06 - 2000.10
Home Care Manager
Social Services, Darlington
1996.03 - 1998.03
Office Manager
1993.10 - 1996.03
Higher National Certificate - Public Administration/Business Studies
New College Durham
1993.09 - 1995.06
National Certificate - Public Administration/Business Studies
New College Durham
1991.09 - 1993.06
Clerical Officer/Receptionist
1991.09 - 1993.10
7 GCSE’s -
Longfield Comprehensive School
1986.09 - 1991.06