Mark Murray

Experience

• 

  118118

  Sept 2004 - Jun 2006

  Directory Enquiries Consultant
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  Paymentshield

  Jun 2006 - Jun 2022

  • To initiate, plan and develop process improvement across the Customer Services department, including presenting recommendations to the Customer Services Leadership team• To provide SME advice and guidance to projects impacting Customer Services• To ensure the impact of change is fully understood alongside implementing operational readiness plans in order to ensure smooth delivery of changes, including providing post delivery analysis reviews• Provide advice and guidance to project communications in order to ensure they are accurate and fit for purpose• Identify and share opportunities for improvements in processes and systems• Represent the department in meetings with internal, external partners and service providers as required• Own and maintain process knowledge, including construction and maintenance of process maps and FAQ’s• To build and maintain effective relationships across PSL and Customer Services• To deal with technical mailbox tasks within required service levels• Deliver appropriate and compliant information to all customers• Promote process improvement and adopt a best practice culture across the operational support team Show less • Management of administration staff, including poor performance.• Coaching & Development of staff.• Responsible for driving efficiencies and business change at an operational level.• To deal with the escalation of Customer Complaints whilst striving to resolve the query at first point of contact and following all company and regulatory guidelines.• Responsible for leading a team through controlled change environment• Ensuring that process improvement opportunities are identified, assessed/analysed with recommendations provided• Running regular monthly Customer Service Change Forums to ensure the operational areas are aware of landed change, change in progress and new change.• Management of Premium collection and Arrears processing.• Processing and management of Broker Commission.• Management of Policy & Broker administration which includes new Broker set ups, Underwriting of new policies & Premium Refunds.• Sending of all Credit & Debit files via the BACS software, including all reports being run on a daily basis and being available to the necessary departments within a timely manner. Show less • Management of contact centre staff, including poor performance.• Coaching & Development of staff.• Responsible for driving efficiencies and business change at an operational level.• To deal with the escalation of Customer Complaints whilst striving to resolve the query at first point of contact and following all company and regulatory guidelines.• Management of team targets and ensuring that these are met.• Maintaining the reward and recognition scheme for the Sales & Retention team.• Providing and analysing new ideas to increase growth through Sales & Retention. Show less • To receive direct telephone calls from clients regarding new and existing insurance quotations.• To make outbound calls on behalf of introducers for advised quotations on mortgage payment protection insurance and buildings and contents insurance.• To support the customer services and retention department.• To provide a high quality, professional service for customers. • To respond to customer complaints effectively and in accordance with the company’s guidelines.• To supervise junior members of the team, providing guidance and support when necessary.• To work collaboratively as part of a team to meet targets set by the company.• To work individually to meet agreed personal targets.• To help support my team leader where necessary i.e. sending emails, completing team rotas.• To use Microsoft & company systems i.e. Filemaker, Inertia, Microsoft Outlook and Excel Spreadsheets. Show less

  • Project Manager

    Nov 2018 - Jun 2022

  • Operational Change & Process Improvement Coordinator

    Jan 2015 - Nov 2018

  • Specialist Support Team Leader

    Nov 2009 - Dec 2014

  • Contact Centre Team Leader

    Aug 2009 - Dec 2009

  • Sales & Retention Team Leader

    Jul 2008 - Jul 2009

  • Regulated Sales Consultant

    Jun 2007 - Jun 2008

  • Contact Centre Representative

    Jun 2006 - Jun 2007
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  Atlanta Group

  May 2022 - now

  Programme Delivery Manager