Lloyd Lovell

Experience

• 

  Premier Newsagents

  Feb 2007 - Jul 2009

  Newspaper Courier
• 

  Royal Garden Hotel (Care Home)

  Jul 2009 - Oct 2011

  Junior Staff (Junior Carer)

  Working as part of a team to care for the elderly on a day-to-day basis. I helped with a lot of the daily procedures (e.g. supper time) and also help to maintain a clean and safe workplace. This job has taught me how to communicate effectively with people and sometimes negotiate around problems with our residents/customers, how a work place is run and what considerations need to be taken into account e.g. health and safety. I was never off with sickness during my time I worked there because I knew I had a responsibility/duty to do my job. Show less

• 

  Tesco PLC

  Sept 2011 - Apr 2014

  Baker/Customer Assistant

  I mainly worked as an early morning baker on my own providing fresh pastry products and rolls for customers. I then used to work out on the shop floor as part of a team to assist customers and work stock to maintain the process of the store going. I also had to work on the till sometimes, which helped increase my face-to-face communication. This job taught me some food skills and what quality control is needed with a job of this type. I was also able to build up good customer relations as I was constantly working with the public. Along with this, it helped me learn how to deal with customer issues and problems which improved my people skills when it comes to understanding how to please them and how to behave if a problem occurs. I feel the early hours once again proved my dedication to work and just like my previous jobs, I haven’t called in sick or missed a shift. Show less

• 

  Nuffield Health

  Apr 2014 - Mar 2018

  Accountable for the day-to-day management of my personal account base. Using my proactive mind to maximise the revenue generated from my client portfolio to meet and exceed set budgets, while maintaining client satisfaction and positively promoting the business throughout.- Maximise the potential of my account base by managing the accounts, promoting the existing service as well as the introduction of new product lines.- Regularly set-up meetings with my clients to touch base with them and resolve any issues or discuss further opportunities to develop the account.- Proactively contact the whole portfolio, ensuring that account details and eligibility lists for all of our clients are up-to-date on our booking system - using the updates from companies to accommodate any joiners as well as remove any leavers from the company scheme.- Ensure that all accounts have an up-to-date contract and regularly reviewed and updated.- Ensure all contact protocols are being adhered to and up sell where possible.- Produce annual forecasting information for all client accounts.- Maximise the retention rate of existing clients by establishing positive relationships with each client.- Set up new contracts passed over from our New Business Team, maintaining high attention to detail with any data entry required to ensure a successful as well as efficient implementation.- Where necessary, I liaise and develop relationships with intermediaries, key stakeholders, insurers and any other third-party suppliers.- Work together with both the Marketing and Resource teams to plan and provide events for my clients to help promote engagement.- Support and attend client road shows to help engage my clients and promote the business.- Put together both digital and physical marketing materials to further encourage engagement in order to capture as many people as possible. Show less Responsible for supporting the Outpatient Appointments Team to manage the administration process for all initial NHS consultations efficiently, ensuring that the patient journey is as smooth as possible. - Download referrals from the e-referral system and corresponding directly with GPs & referral services. - Send out correspondence to patients as well as all other follow up admin duties including the data entry of sensitive information.- Deal with queries (e-mail or phone) - gather all required information and then process it appropriately to come to the best possible solution for the patient and/or colleague Show less

  • Account Executive (Account Manager)

    Sept 2016 - Mar 2018

  • Referral Administrator

    Apr 2014 - Sept 2016
• 

  The Hyde Group

  Mar 2018 - now

  - Provide performance reports for the complaints service/all operational teams across the organisation- Chair regular meetings with Chief Operating Officer, Property Services Director and all Heads of Service to discuss high risk cases, themes/trends, learning/improvements- Deliver strong KPI results through a customer driven approach which encourages improvements in both complaint handling/landlord services- Process all Housing Ombudsman Determinations, Self-Assessments and policy changes, ensuring action taken to evidence compliance- Work with Risk and Audit to oversee/support the quarterly audits, embedding any recommendations into team or organisational training- Proactively engage with Complaints Officers and key stakeholders to identify issues and develop approaches that will result in continuous improvement/demonstrate learning - Prepare onboarding training plans for all new starters into the Complaints team to ensure a good level of competence is achieved ready for case management- Design/deliver innovative casework training to all colleagues to increase engagement/understanding of quality standards and compliance with the Code- Support an annual review of our complaints handling to ensure all policies and procedures are up to date, reflect best practice and are inclusive in scope and impact. Make any recommendations for change/improvement- Line manage the Complaints Administrator, support with line management of Complaints Officer during absence of relevant Team Leaders, offering day-to-day management support for the team at all times- Chair the Customer Complaints Scrutiny Panel and meet with customers to review our service delivery/performance, using their input to identify/implement improvements- Review customer feedback and share areas of focus or improvement, benchmarking our performance against other landlords- Share reports with Senior Leadership Team, track delivery of agreed actions to timescale by owners Show less Case manage the internal complaints process to a high standard, ensuring a seamless and efficient service is offered to customers of The Hyde Group. Support service areas to resolve complaints by investigating causes, providing professional advice, allocating tasks, chasing resolution and quality assuring the responses as necessary:- Process, manage, monitor and respond to cases at both Stage 1 and 2 of the internal complaints process- Provide expert advice to Senior Management and Directors to contribute towards the decision and resolution of cases in the best interests of both the customer and The Hyde Group- Ensure that all timescales are met, and a high level of customer satisfaction is achieved- Develop strong collaborative relationships with all key stakeholders across each service area- Organise panel reviews, attend contractor meetings and provide feedback of challenges, risks and trends to highlight areas of learning to enhance the delivery of service- Provide and handle written communication to residents, leaseholders, members of the public and stakeholders (MP/Councillors/Housing Ombudsman) within agreed timescales- Create and develop innovative complaint training guides and programmes tailored to the needs of individual service areas and those involved in the complaints process, engaging, and developing the Complaints Team activity in alignment to achieve our quality standards Show less Responsible for the delivery of an efficient level of proactive and flexible administrative support across the key areas of the Resident Services division - including Property, Tenancy, Empty Homes & Lettings, ASB and our Sheltered & Supported groups.- Ensure performance targets and budgets are met, all invoices are correctly processed and a comprehensive service is delivered that meets the needs of internal and external customers. - Provide and present performance data across the Resident Services division. - Provide administrative support to special project teams across the Resident Services division. - Maintain Housing Management records for reference and auditing purposes. - Take ownership by directly handling queries from suppliers in a professional manner. - Carry out ad-hoc tasks such as managing the key system maintaining a record of all communal and fob keys, manage non-residential voids, process parking enquiries, manage the reconciliation and monitoring of pre-paid cards across resident services, run DVLA checks and any other duties. - Ensure all utility bills are registered through Monarch; monitor provision of meter readings, while promptly raising and paying all invoices across our Resident Services division - Review moving home assessment forms to ensure correct payment of utilities and meter readings are obtained for previous residents. - Update the void management system during the empty homes and lettings process to ensure there is a clear audit of Council tax of the empty home – along with claiming back Council tax or utilities that have been paid for which the Hyde Group is not liable. 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  • Complaints Quality & Improvement Officer

    Jul 2022 - now

  • Resolution Officer (Complaints Officer)

    Sept 2019 - Jul 2022

  • Resident Services Administrator

    Mar 2018 - Sept 2019