Experience

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  The co-operative bank plc

  Sept 2010 - Dec 2017

  The role requires a high level of competence in a variety of skills. Responsibilities include:• Call reviews to ensure T&C compliance, • Arranging schedules for both new starters and internal colleagues. • Liaising with both internal and external customers and stakeholders. • Classroom training is integral part of the role including adapting material to suit the audience and creating interactive sessions. • Frequent use of complex PowerPoint, Excel and Word documents to aid data analysis. • Delivery of important briefs and meetings to audiences at all levels. Show less

  • Mortgage Advice Team Leader

    Apr 2017 - Dec 2017

  • Personal Mortgage Advisor

    Aug 2013 - Apr 2017

  • Academy Trainer

    Sept 2010 - Aug 2013
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  Together - loans, mortgages & finance

  Jan 2018 - Jun 2023

  Working in the Customer Transformation Team to continually evolve our measurement, understanding and support of customers experiencing a permanent or temporary vulnerability. Ensuring that those with vulnerabilities are engaged and considered at all stages of the customer journey and our colleagues are empowered in their roles. Providing SME support on the interpretation and application of regulatory guidance and best practice in the industry. Delivering practical, engaging and considered communications to a workforce of 650. Transitioning from a 1 site business to a mass work from home order. Complex human capital comms from furlough to a collective consultation and managing a team of Colleague Representatives. Leader of CSR initiatives spanning 6 pillars, raising funds, awareness and supporting the community. End to end delivery of a new colleague engagement platform including legal and GDPR considerations. Responsibilities including people management, recruitment and training and development of the Customer Support Specialist team in order to drive performance and achieve the correct customer outcomes.

  • Vulnerable Customer Manager

    Nov 2021 - Jun 2023

  • Internal Communications Manager

    Sept 2019 - Oct 2021

  • Mortgage Advice Manager

    Jan 2018 - Sept 2019
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  Phoenix group

  Jun 2023 - now

  Customer experience manager

  Harnessing the customers voice to create exceptional journeys, working with outsource partners to achieve strategic success. Utilising data to monitor experiences and ensuring consumers are receiving good outcomes through proactively identifying potential for harm. Uncomplicating the complex world of Life & Pensions.