Joshua Higham
@joshuahigham
Customer-Service Specialist with a passion for solving problems.
United KingdomWhat I'm looking for
With six years of experience in customer service and support, I have honed my skills in resolving issues both on retail floors and in high-volume contact centers. My journey has also included troubleshooting web challenges for B2B SME clients, allowing me to develop a diverse skill set that includes digital fluency with tools like Salesforce and Zendesk.
Having worked in a fast-paced design agency, I am now seeking a role that offers steadier hours, where I can focus on what I do best: solving customer problems in real time. I pride myself on my ability to translate technical jargon into plain English, ensuring that clients understand their options and the impact of their choices.
My core capabilities include effective complaint handling, compliance with regulations such as GDPR and PCI-DSS, and proficiency in digital tools. I thrive in collaborative environments and am adept at using various project management and communication platforms to keep teams aligned and informed.
Experience
Work history, roles, and key accomplishments
Digital / Web Designer
CotswoldXL Magazine
Jan 2019 - Present (6 years 6 months)
Created comprehensive websites, strategies, and concepts for over 20 SME clients, presenting rationale in person or via screen-share sessions for client sign-off. Translated complex technical trade-offs, such as hosting, SEO, and accessibility, into clear, understandable language for non-technical founders. Logged briefs, feedback, and next steps in Asana and HubSpot CRM, ensuring alignment betwee
Customer-Service Associate
Ladbrokes
Jan 2018 - Present (7 years 6 months)
Handled live-odds queries, explained various bet types, and guided new users through account sign-up and self-exclusion tools. Promoted loyalty offers and app downloads, tailoring recommendations to customer interests. Used active listening and de-escalation skills to resolve slip disputes and machine faults.
Customer-Service & Sales Advisor
British Gas
Jan 2016 - Present (9 years 6 months)
Managed a continuous queue of inbound calls related to billing and product support, guiding customers through troubleshooting processes and payment options. Accurately logged cases, escalations, and call-backs within the CRM system. Explained various HomeCare product tiers and facilitated appropriate upgrades for customers.
Customer-Service Associate
Ladbrokes
Jan 2014 - Present (11 years 6 months)
Provided front-counter customer service, processing bets, handling payouts, and maintaining 100% float accuracy. Applied UK Gambling Commission KYC and age-verification procedures, escalating issues when necessary. Utilized active listening and de-escalation techniques to resolve slip disputes and machine faults.
Customer-Service & Checkout Team Member
Morrisons
Jan 2011 - Present (14 years 6 months)
Rotated through checkout, kiosk, and shop-floor roles, addressing customer inquiries regarding price checks, returns, and product locations. Operated POS terminals, processed card and cash transactions, and adhered to opening/closing float procedures. Assisted colleagues during peak times by opening additional tills, bagging for elderly shoppers, and fetching warehouse stock.
Education
Degrees, certifications, and relevant coursework
UWUniversity of South Wales
Bachelor of Arts (Hons), Graphic Communication
Studied Graphic Communication at the University of South Wales. Gained skills in design principles, visual communication, and creative problem-solving.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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