Charlotte Walker

Experience

• 

  Yorkshire Bank

  Feb 2013 - now

  •Leading a team of up to 20 agents, ensuring 1-2-1s are delivered regularly and development & coaching is provided where required.•Ensuring departmental goals are achieved daily, using resources effectively.•Reporting data monthly and completing root cause analysis to proactively seek opportunities for improvement.•Managing the areas complaints, completing root cause analysis and identifying areas for improvement.•Professionally & appropriately dealing with staff issues, invoking HR procedures where necessary; including behavioural issues, absence and/or performance issues.•Taking on ad-hoc tasks and projects to improve department processes.•Ensuring training & multi-skilling plans are in place to maximise agent skill sets.•Build strong working relationships with various other teams within Fraud.•Ensuring all regulatory requirements are met on a daily basis.•Driving recruitment, conducting interviews and assessments days.•Deputising for Operations Manager when absent Show less • Completing several daily supervisor reports in appropriate timescales to the highest quality.• Effective complaint handling and resolution skills. • Completing quality checks on my team proactively looking for opportunities to improve and providing coaching and support. Providing updates to the relevant Team Leader regularly.• Taking initiative and assisting team leaders where possible. • Completing ad-hoc tasks to improve department processes and overall culture within the team. Show less

  • Fraud Detection Team Leader

    Sept 2013 - now

  • Senior Fraud Detection Agent

    Feb 2013 - Sept 2013
• 

  William Hill

  Feb 2017 - now

  •Leading a team of 7 HR Assistants and 2 Senior HR Assistants, managing the full employee life cycle and ensuring benefits are administered within agreed SLA's.•Ensuring departmental goals are achieved daily, using resources effectively.•Reporting data monthly and completing root cause analysis to proactively seek opportunities for improvement.•Professionally & appropriately dealing with staff issues, invoking HR procedures where necessary; including behavioural issues, absence and/or performance issues.•Taking on ad-hoc tasks and projects to improve department processes.•Ensuring training & personal development plans are in place to maximise my team skill sets.•Build strong working relationships with various other teams within HR, Reward across the business. Show less

  • HR Central Team Leader

    Feb 2017 - now

  • HR Team Lead

    Feb 2017 - now
• 

  Jet2.com and Jet2holidays

  May 2019 - now

  HR Administration Manager