Andrew Barlow

Experience

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  Britannia Building Society

  Jul 1990 - Jul 2006

  First point of contact for system and hardware faults for internal colleagues supporting a branch network of approx. 300 branches and several major occupancy sites – around 12,000 people in total. Meeting and being the first point of contact for several third party companies.Key Achievements•Third Party Improvements to Service – Held regular meetings with third party companies, especially ATM engineer and service provider companies. Including transition meeting when changing suppliers•Employee of the Month – For driving to Bradford branch on my day off to ensure to branch were able to open•ATM Workshops – During integration with Bristol and West I arranged and held various workshops to help with day to day ATM maintenance•Procedure and System Training Guides – Following on from the previous delivery of frontline training I was asked by the business to design and create training and process guides for the new mortgage systems•Commercial Lending System Training – Asked by commercial lending department to design, create and deliver training to the commercial lending department for a new system that was being implemented Show less

  • Service Desk Advisor

    Dec 1998 - Jul 2006

  • Frontline Trainer

    Sept 2003 - Mar 2004

  • Customer Service Advisor

    Jul 1990 - Dec 1998
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  The Co-operative Banking Group

  Jul 2006 - Sept 2013

  Service Desk Team Manager

  Support and assist service desk staff during day to day work for the support of internal computer systems. Including - chasing and updating calls with internal and external engineers and handling internal customer feedback.Key Achievements•Reduced call waiting times –Saved money by changing the shift patterns and moved more staff to our busier periods. Cost savings came from reduced wait times for customers and reduced shift payments to staff.•Reclaimed £30,000 and improved third party service -Through on-going analysis of the service received from a third party supplier. Through further discussion and meetings with the company and their support desk, significant improvements to the service were made.•Reduced Calls and Improved Service – Analysed data for regular callers, looking at who was calling and why. When this was done, the top callers were contacted and I arranged for visits to those branches to train any areas that were highlighted This lead to spending two days in one branch delivering systems and ATM training, calls from this branch decreased from 45 per month to 4!•Assisting Integration – During the integration of cross site desks, completed and promoted simple help guides for the desk staff. Each detailing the system, alternate names, common error messages and first line fixes for the most common calls.•Award Winning – The Service Desk has won Team of the Year for Customer Service. We also become the only SDi (Service Desk Institute) accredited desk in the financial industry firstly with a 3 star rating and then, after a follow up visit, a 4 star rating becoming one of a handful of desks in the country to receive this rating thanks to the quality of processes, procedures and reporting. Show less

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  Actively Seeking

  Sept 2013 - May 2015

  Actively Looking
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  NHS Shared Business Services

  May 2015 - Oct 2015

  I M &T Desktop Team Leader
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  Midlands Partnership NHS Foundation Trust

  Aug 2015 - now

  Clinical System Support Manager
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  Nhs SSOTP TRUST

  Oct 2015 - now

  Service Team Lead