Jennifer Lambert

A highly skilled and accomplished senior manager specialising in client-centric operations and service to deliver
betterment of client experience, whilst continuously seeking to improve performance in line with business
objectives. Demonstrated ability to lead and drive transformation within organizations, resulting in successful
business outcomes. Adept at managing and motivating teams to achieve exceptional results.
Known for strategic thinking and the ability to develop and implement innovative solutions to operational and
client-centric challenges. Recognised as a process improvement expert, consistently identifying and mitigating
risks to enhance performance and deliver an exceptional client experience. Extensive experience and knowledge
in developing strategies and influencing corporate activities to align with business objectives and drive
continuous improvement.

A self starter, I have worked from the bottom up. Starting as a team member in a customer service team, working up through, team leader and manager positions within a national bathroom retail business. Consequently my performance took me on to compliance management and national customer service management roles, responsible for UK wide customer experience at the one of the UKs largest home improvement stores, Homebase. I was then head hunted by an e-commerce startup, Brook + Wilde as Head of Customer Experience. The business grew significantly in the three years of my tenure, resulting in a promotion to Head of Service and Operations. My skill set lies specifically problem management and troubleshooting, customer management, operational management and complete control of the customer journey from origination to aftercare. My self drive and entrepreneurial mindset allows me to think outside the box in delivering business change and growth.

2:1 LLB Honours Degree in Law 

Plymouth University