Stuart Alcock Resume

September 2007 – Present Taylor Woodrow Facilities Management
Night Supervisor

• Maintain a prompt, efficient and reliable service level to all customers as outlined within the agreed service level agreements.
• Monitor o2 mobile network for faults
• Dispatching engineers to carry our repairs to cell sites
• Ensure that quality checks on completed work are carried out on a regular basis, thereby ensuring that all work undertaken is of a high standard.
• Utilise relevant information and ensure that company resources are used to ensure optimum efficiency in the Helpdesk and guarantee that resource saving initiatives will be adhered to.
• Provide assistance to other departments when working at weekends with administration and other work that may be useful.
• Entering data and processing documentation accurately and in accordance with company procedures to ensure information systems are kept up to date to ensure the team can obtain up to date and accurate information.
• Proactively using initiative to answer customer faults / queries on the telephone in the first instance to ensure company resources are not wasted on unnecessary service provider visits. Take ownership of problems and ensure they are dealt with to the customer’s satisfaction.









April 2007 – September 2007 Huntswood (Abbey)
Senior Customer Resolutions Manager


• My roll at abbey is based in the Q.A department, quality checking Bank Charges cases to ensure that company policy has been adhered to and also to ensure that all points of the customer’s complaint has been addressed.
• I am also responsible for providing feedback to individual case handlers to ensure that any errors are not repeated.
• Making sure I meet the set targets for the contract. I have regularly exceeded my target. I have never failed to meet my given target.
• Making recommendations for process changes to try reduce possibility of errors by case handlers.


2003 – May 2006 Fujitsu Services (I.T)
Field Resource Controller

At Fujitsu I was employed in the above role and my duties include

• Ordering parts
• Allocating & managing engineers workload
• Utilising geographical knowledge to ensure engineers were allocated work in the most efficient order while still maintaining service level agreements.
• Liaising with customers (internal & external) to arrange suitable time for works to be carried out.
• Protecting revenue by ensuring customers are billed for off contract works
• Minimizing disruption to customers businesses by ensuring all calls are dealt with within agreed service level agreements.
• Liaising with our suppliers (Synstar) to ensure they understand out requirements in order to fulfill our contractual obligations to our customers.
• Fault diagnosis – application and hardware
• Running database queries / scripts
• Authorising holiday etc for a team of 50 engineers
• Advising engineers on their performance in relation to their set targets.
• Arranging training courses for engineers
• Dealing with Sick leave

The roll requires meticulous planning as any mistakes can be met with hefty penalty charges from clients (some as high as 15k per minute lost)


I was also operating in the role of Synstar Champion which involves me attending regular meetings & conference calls to discuss any problems which have occurred and discuss & agree possible process changes in order to resolve reoccurring problems. I also compile several weekly reports which are distributed within mobile engineering management which highlight the performance of our suppliers and also any premium transport (couriers) which we may have used.




1999 – 2003 British Gas Customer Service Advisor

My main duties in the above role were to answer enquiries from customers with business and domestic gas & electricity supplies. The enquiries could be for a broad range of reasons ranging from taking payment over the phone to dealing with gas escapes.

I was also part of a team who manned a national helpline for British gas employees with technical queries.

I was involved with the training of new employees on a regular basis and took part in classroom training session’s and one to one training in a mentoring role, teaching staff how to operate and understand the complex computer system.



1992 – 1999 Rugby Group Plc
Credit Controller

Whilst working as a Credit Controller I had varied duties, which consisted of the following

 Collection of outstanding debt
 Investigating reasons for non payment
 Correcting any discrepancies on invoices
 Compiling reports for sales & financial directors at month end
 Posting payments onto accounts
 Credit vetting & recommending a suitable credit limit based on credit reports, data from companies house and historical data.
 Keeping a manual and computer record of the Sales Ledger
 I was personally responsible for accounts with an annual sales value of £25

 GCSE English D
 GCSE Geography B
 GCSE Maths C
 GCSE Dual Science B & C
 GCSE PE D

My main interest is football. I am a keen follower of Leeds United and like to attend as many games as work permits. I am also a big music fan and enjoy socializing with friends and colleagues.