Experience

• 

  M&s bank

  Sept 1993 - now

  Part of the Management team managing a section (120fte operators and up to 12 Team Managers) in all aspects of running a large scale operation (600 fte). Responsible for ensuring PPI complaints and written queries are resolved with a strong customer focused culture, meeting all regulatory standards and service level targets across the organisation (HSBC). In later years post PPI time bar, managing the wind down of the operation including any additional root cause analysis driven activity in order to give comfort to regulators. Leadership – with strong focus on engagement, people development and unlocking potential Relationship Management – excellent interpersonal skills to develop strong working relationships and influence both internal and external business areas Delivery focus – delivered numerous business objectives within large projects/programmes as both Sponsor and Key Stakeholder in order to meet the strategic goals and growth for the future Customer focus – ability to deliver high quality customer centric service in a large scale operational environment and support function Strong communication, interpersonal and negotiation skills Strong planning, organisational and prioritisation skills Show less Responsibilities included scheduling, designing and delivering learning modules to internal customers, and managing a team of Training Officers to deliver tailored learning solutions based on customer need. Most memorable achievement during time in role was the planning, preparation and delivery of an 8-week training programme, which resulted in the opening of 29 new concept M&S bank branches in the UK. Once planning and design was completed, personally delivered two tranches of the training at 2 different sites in the UK. Show less Responsibility for the investigation and resolution of all Senior Management complaints into the business. Worked closely with CEO and the Head of Customer Services to ensure full awareness of root cause analysis in order to instigate continuous improvement to Customer Experience.Managing upwards, influencing and building strong relationships internally and externally. Managing internal and external service levels in accordance with agreed service levels, to protect both the business regulatory and reputational risks by managing complaints within DISP and PS10/12 requirements.Part of this role was to also track and respond to Financial Ombudsman Banking & Credit complaints and report statistics and analysis. Show less

  • Department Manager

    Jan 2013 - now

  • Senior Training Officer

    Aug 2009 - Dec 2013

  • Escalated Complaints Manager

    Jan 2007 - Jul 2009

  • Team Manager, E-Commerce Team

    Jan 2003 - Dec 2006

  • Telesales Team Manager

    Jun 2001 - Dec 2002

  • Home Insurance Underwriter

    Jan 2000 - May 2001

  • Sales And Service Agent

    Sept 1993 - Dec 1999