Sarah Flanagan
@sarahflanagan
I lead customer service teams, improve processes, and resolve complex customer issues across service and logistics operations.
United KingdomWhat I'm looking for
I'm currently leading a team of six Customer Service Advisors at Balfour Beatty, where I manage performance, coaching, rotas, escalated complaints, KPI reporting, and client service standards.
Across Boost Drinks and Maplin Electronics, I've built 16 years of customer service experience spanning logistics, order processing, fraud checks, supplier and haulier coordination, process improvement, and team development. I'm also a qualified Mental Health First Aider focused on creating a positive, customer-focused team culture.
Experience
Work history, roles, and key accomplishments
Lead and support a team of six Customer Service Advisors within the Helpline, ensuring delivery of a responsive and customer-focused service. Act as escalation point for complex complaints and sensitive cases, ensuring timely resolution and positive customer outcomes.
Customer Service Manager
Boost Drinks Ltd
Jan 2023 - Dec 2024 (1 year 11 months)
Managed customer service operations, optimising processes to improve efficiency and customer satisfaction. Recruited, trained, and managed a new employee, overseeing order processing and daily administrative tasks.
Customer Service and Logistics Coordinator
Boost Drinks Ltd
Jan 2020 - Dec 2023 (3 years 11 months)
Analysed data on delivery times and discrepancies to produce customer service reports. Served as first point of contact for customers, resolving issues and offering upsell opportunities.
Customer Service Administrator
Boost Drinks Ltd
Jan 2017 - Dec 2020 (3 years 11 months)
Participated in KPI meetings and worked closely with suppliers. Assisted in marketing projects, including a social media initiative.
Customer Service Assistant
Boost Drinks Ltd
Jan 2016 - Dec 2017 (1 year 11 months)
Managed administrative inbox, processed orders through Sage, and handled deliveries and customer interactions.
Customer Service Advisor
Maplin Electronics Ltd
Jan 2008 - Dec 2016 (8 years 11 months)
Answered calls for orders, delivery inquiries, and complaints. Assessed orders for fraud and performed necessary checks.
Education
Degrees, certifications, and relevant coursework
Mental Health First Aider
Course, Mental Health
Completed the Mental Health First Aider course in 2025.
The Institute of Leadership
Course, Leadership
Completed the Leadership course in 2024.
The Institute of Leadership
Course, Leadership
Completed the Leadership course in 2024.
CCI
Level 3, Customer Service
Completed Customer Service Level 3 certification in 2010.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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