Andrew Scott

Experience

• 

  English Heritage

  Mar 2007 - Sept 2007

  Visitor Operations Team Member/Site Supervisor

  Main duties: selling admissions tickets, working in the gift shop, helping to maintain the appearance of the site (Clifford's Tower). At Aldborough (Site Supervisor) opening and closing the site, cashing up, doing end of week banking and reporting sales and visitor numbers to management.

• 

  Barclays UK

  Sept 2007 - Dec 2021

  Jointly responsible for an operation of circa 190 staff completing responses to PPI & PBA complaints referred to the Financial Ombudsman Service. Responsible for overall quality performance and productivity, planning of resource and different work streams. Management of up to 14 direct reports include team leaders, operational support and technical analysts. Additional duties include dealing with complex queries from senior adjudicators at FOS and driving continuous improvement projects. Responsible for a team of 15 complaints managers, managing their performance in terms of productivity and quality. Completing monthly 1 to 1s, providing regular feedback regarding quality results and supporting them to resolve technical queries in relation to PPI complaints. I have also worked on a number of projects to create new processes around application and statement ordering, migration of Responsible for a team of up to 11 staff, managing their performance and the performance of the branch in relation to achieving sales targets, meeting customer service standards and maintaining set levels of operational excellence. Team was spread across multiple locations, so remote management of team was also required. dealing with everyday customer transactions, cash handling and till balancing, as well as promoting appointments with personal bankers in a sales environment. Additionally being responsible for operational excellence of the counter as well as coaching and developing a team of cashiers to meet targets for sales, service and operational responsibilities. Main Duties: dealing with everyday customer transactions, cash handling and till balancing, as well as promoting appointments with personal bankers in a sales environment.

  • Proposition Manager

    Jan 2020 - Dec 2021

  • Policy & RCA Advisor

    Jan 2017 - Dec 2019

  • Operations Manager

    Mar 2014 - Jan 2017

  • Complaints Team Leader

    Nov 2012 - Mar 2014

  • Assistant Manager

    Mar 2011 - Nov 2012

  • Counter Manager

    May 2009 - Mar 2011

  • Customer Service Associate

    Sept 2007 - May 2009
• 

  Nationwide Building Society

  Jan 2022 - Jul 2024

  Quality Assurance/ Outcome Testing Manager
• 

  Domestic & General

  Jun 2024 - now

  Operations Performance Manager (Complaints)