Marcus Doidge

Experience

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  Ourprice Records

  Nov 1993 - Aug 1997

  Customer Services Representative

  Became Virgin Megastore. See my next entry for further details on where my role evolved to.

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  Virgin Megastores

  Aug 1997 - Apr 2001

  Senior Customer Services Representative (Retail / Store Key holder)

  Senior Customer Services and Store Key Holder.Role included. Face to face customer Service, People management, Complaints handling, instore merchandising as well as a great deal of organisation around product as well as the store design. I was the key processor in the store room and led the Work Experience recruits and training. I played a part in all areas of the store becoming the Region's Games Department expert, rolling out set ups to new stores and through my years of experience, my reputation and achievements led to me stepping into the management role over the extremely busy Christmas Period of 2000, while the manager was unable to work. This led to great results for the store's end of year figures and the highest Christmas take the store had taken since it had opened. This was down to my motivation of the team, the focus on the customer experience and a store that was always stocked and easy to navigate, with many predictions for big sellers proving to be correct due to trends and instinct for the industry I was in.Additionally I covered a number of other stores, set up the Games section in a number of new opened stores and trained their staff on elements of the area as well. Show less

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  Winterthur Life

  Apr 2001 - Jul 2009

  Senior Adminsitrator

  This role led into a Senior role within AXA Wealth - See entry further along my career timeline.

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  Phoenix Group

  Apr 2001 - Apr 2018

  Supervisor / Team Leader/ Principal Administrator (Prev: Axa Wealth / Winterthur Life)

  Key Achievements: - Process reviews and proven improvements.- People/Team Development. - Team communications and leading by example- Monitoring MI data and implementing change - Workflow Management- Improved and enhanced Online Service implementation- Relationship building with Stakeholders - Multiple system Migration projects- Consistent positive Customer Service feedback.- Specialist in Agency creation and maintenance for IFA firmsManage a large (15-20 members) team, that service a large number of client policies and create and mantain agencies for IFA Firms. Ensuring delivery of the service to a level that ensures we meet our regulatory requirements, protect our customers and that our customer experience is always at a high standard. Responsibilities include:-People Management-Senior Staff meetings and Skills development-Risk and Controls - to ensure I identify our areas of risk and have adequate controls in place to insure we adhere to industry standards-Daily Work Allocation-1-2-1 Development for Team Members-Complaints handling. Reviewed to improve our service. - HM Revenue & Customs Reporting- Full FCA Register experience & processing.- Process Reviews to ensure that our we evolve to meet our customer's needs and that our approach is consistent and fair.- Ensuring that all Data is protected on multiple systems.- Great interpersonal, verbal and written communication skills. Regular courses including: Health and Safety, Financial Crime, Complaints and Breaches, Data Protection, Train the Trainer.Currently working within a System Migration project, working to ensure Service Levels are maintained through a period of great change and to seamlessly realign and map a high volume of processes to a new platform.**Phoenix Wealth is the current incarnation of my role, the business was previously AXA Wealth and before that Winterthur Life. Please see my previous entries for more information on the previous elements of my role. Show less

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  AXA Wealth

  Jun 2009 - Nov 2016

  Senior Administrator / Principal Administrator (Team Management)

  I was a Senior Administrator in a technical group that administored IFA firm Agencies., this led onto a Principal Administrator role for a much larger (15-20 members) Servicing Team in the wider Pension Business area.When joining the team I saw the possibilities for improvment and with I.T. developed a more streamlined approach to the work that covered Online Services, IFA support, more efficient processes and a team that always thinks of improvements. The turnaround for the work reduced from 10 working days to 5 Working days. I then became a Principal Administrator and brought my technical team and knowledge into a bigger Servicing team. Here I encorporated both elements of the teams to have more crossed over functions and processes all while retaining the strong customer service I had built into the smaller team. Show less

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  Self Published

  Jan 2015 - Oct 2019

  Self Published Writer / Illustrator

  https://www.amazon.co.uk/s?k=marcus+doidge&sprefix=marcus+doidge&ref=nb_sb_ss_i_1_132019 - Wrote and illustrated extended story pilot 'E-Stella the Srar Girl' Tgis is available on Amazon gloabally2012 - I wrote and illustrated a 200+ page, self published Graphic Novel in 2012. 'Leave by Marcus Doidge' - This is available on Amazon. #LeaveGN.I took a great deal of pride from these achievements, especially given the size of the projects and the organisation it took to fit it around full time work and family I have enjoyed promoting the book via various online avenues, via reviewers and social media. Additionally I also produced two short spin off comic books to help promote the larger release. Show less

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  Diligenta - a subsidiary of Tata Consultancy Services

  May 2018 - May 2018

  Agency Team Technical Processing (Temporary Role)

  Temporary position utilising my technical knowledge of the areaTasks:- FCA guidelines and regulations- SLA Management - Work queue clearance- Complaints Handling- General Administration - BANCS system processing - IFA firm administration and communication

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  Novuna Vehicle Solutions

  Jun 2018 - now

  Teams Manager of our Back Office FunctionsAchievements and Responsibilities-Overseeing Multiple Back Office Teams (Payroll, Admin, Orders & Reneeals)-Championing a ‘Best Practice’ work instructions approach to ensure a single way of working and a better focus on a maintained SLA.-Championing Team member 1-2-1 and development and rewards.-Remote and Hybrid working and finding better ways to engage with and motivate teams to deliver a great service to our customers within newly defined SLAs. Refining multiple teams to think in unison and find shared improvements for our customer’s journeys. -Vehicle compliance Oversight - Process development (Licence Checking / Motor Insurance Database / FCA Compliance for -Regulated and Non Regulated Customers-Complaints Handling and Resolution -Continuous Improvement and motivation toward excellence. -Process optimisation Show less Team Leader of a Contract Set Up Team currently supporting the Customer Services department.- Lean Practioner- Process Improvements- Process Guide / Work Instruction Creation - Implemented Quality Checking process- Team member 1-2-1 and development- Effective use of Visual Management - Pool Fleet Management - Managing a Team and Suppliers to ensure Vehicles are Repaired to a standard within SLA- Vehicle compliance - New Customer Implementation Courses attended- Time Management, Lean Practioner Day 1-3, Hitachi and Team Inductions, Developing Our People, Mary Gober Customer First #customerfirst, Adaptis Module Course Show less

  • Customer Service Manager

    Nov 2021 - now

  • Order & Renewals Team Leader

    Jan 2021 - Nov 2021

  • Customer Service Team Leader

    Jun 2018 - Dec 2020