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Dear Sir/Madam,


I would like to place forward my C.V. for consideration to the position of Complaints Handler.

For the last year I have been employed by Capita Business Solutions within the prestigious John Lewis Partnership contract, of the last year 2 months have composed of a mostly complaints handling and resolution role in which I have immensely enjoyed.

I am seeking to specialise in the complaints area of customer service as I believe this to be my strongest asset when adding to the quality of customer service, and feel that a company such as Three will be an excellent company to begin a career in, with the hopes of furthering this in the later future with the enhancement of my current education (part-time) previously in Reid Kerr, and now as a student of Robert Gordon University studying Business Management.

It is often commented that I take my job too seriously due to the mentality faced by many in a contact centre environment, however I feel this is incorrect and that any job worth doing is worth doing well, and worth doing correct; especially in customer service where in negative interaction with a customer or client can lead to the loss of a loyal and long term customer.

Through employment and education, I feel I may add a proactive and positive presence to your workforce.

At current I am one of the more capable agents within the contract, handling Service Complaints in addition to my role as a Customer Service Advisor to the customers of John Lewis, a company which prides itself on the level and attention to detail of customer service and retail.

The communication presence – both textual and oral – I possess is to a high standard, and is adaptable to many environments within business, dependant on the tone and form that your business may use.

The reason for my wish to depart my current employment is due to unsociable hours and a low rate of pay for my skillset.

Additionally, I am quite adept to technological products and feel this could be of further advantage for working in a company such as Three.


With Kind regards,
Robert Byng

Work experience

Jun 2014Present

Customer Service Advisor

John Lewis - Capita business solutions
  • Dealing with a high volume of customer calls relating to John Lewis services
  • Maximising the use of product and company knowledge - ensuring a professional and positive company image (both John Lewis and Capita) is given on every contact
  • Providing a final resolution to all John Lewis customers
  • Working towards performance targets such as call quality, call volumes and call handling time
  • Providing feedback and suggestions for continuous improvement of customer service levels.
  • Assisting in Service Complaints and conflict resolution
Oct 2011May 2012

Community Research Assistant

Engage Renfrewshire
  • Assisting in Research assignments and information handling services
  • Assisting in administrative tasks such as typing, presentations, faxing, scanning, and folio designs
  • Assisting in back office tasks such as shredding
  • Maintaining and sorting integrated databases and information systems


Sep 2015Present

Business Management (B.A)

Robert Gordon University

Home based learning for Bachelors of Business Management at Robert Gordon University.

Aug 2013Jun 2014

NC Business

Reid Kerr College

National Qualification in business and economics.