Appendix 2: Sample Supporting Statement
Education
I have 8 GCSE’s including Maths and English and 2 A’ Level passes in English and Sociology. I
have also undertaken internal training on ‘Equality and Diversity’ and ‘How to provide
excellent customer service’.
Knowledge
I understand the importance of the project stages and ensure I consider them in my work. I
recently completed a review of our business process for managing complaints for which I
agreed specific objectives with my Manager and a time frame in which I would complete the
work. I sent a survey out to our recent customers about their experience of the complaints
process and used these to map out a revised process. Having obtained feedback from my
colleagues and manager, I set up the new process and we are still using it now. In the last
month, our resolution time for complaints has been halved.
Skills and Abilities
IT tools
I use Microsoft office packages regularly including Word to prepare letters and use Excel to
track orders and monitor any complaints.
Improving customer service
I am committed to providing a good customer experience and always seek to resolve any
issues promptly and effectively. I listen to the customer, check understanding and make
sure they feel their issue is being taken seriously. I am responsible for customer care within
our team and regularly seek feedback from existing and new customers on their experience
of our service and what we could do to make it even better. I especially listen to bad
feedback and do my best to not only resolve their issues but also improve our processes to
avoid other people having the same experience. As a result of this, I have made changes to
both our tracking spreadsheet and our complaints process.
Communication skills and building relationships
One complaint I dealt with recently involved a man who was extremely angry about his
order not being delivered. I listened to him and made sure I took all the information I
needed to investigate his query in the first phone call. I assured him I would look into it and
gave him a time I would call him back. I investigated his delivery and identified that the
address we had was not complete, I was able to rectify this and arrange for it be sent out as
a special delivery. I contacted the man back to confirm I had found his parcel and arranged
the delivery and I contacted him the following day to confirm it had been delivered. He was
very pleased with his parcel and thanked me for taking the responsibility to resolve his
problem.