Caroline Vickery Cert CII

Experience

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  AA Insurance

  Aug 1990 - Jan 1995

  Sales Advisor/Senior Sales Advisor

  Achieve challenging sales targets in core and additional products using questioning, listening and influencing skills. Supervise team members in manager’s absence, deal with telephone and written complaints, monitor calls and provide feedback.

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  AA Insurance

  Jan 1995 - Dec 2005

  Managing a team of up to 30 telesales advisors to achieve challenging sales and telephony targets. • Quality monitoring, feedback and coaching• Conducting monthly one to one meetings and annual performance reviews• Recruitment of Sales Advisors and Senior Sales Advisors• Disciplinary and grievance hearings Key Achievements • Achieved top quarterly sales team on a number of occasions• Presentation on building a successful sales team delivered to managers from all regional offices• Obtained NVQ level 3 in Management and Certificate of Team Leadership for Call Centre Managers Show less Responsible for the training and development of new starters, existing colleagues and team leaders. • Conducted regular training needs analysis• Wrote and delivered training packages to meet specific needs• Evaluated the effectiveness of training provided• Monthly training report produced and delivered to Head of Training & DevelopmentKey Achievements • Produced training modules for each key skill of the Sales Advisor role• Delivered ‘Train the Trainer’ courses for all new team supervisors• Crossed trained Membership colleagues in the Cheadle office to deal with insurance calls• Obtained NVQ level 3 in Training and Development including D32 & D33 Assessor Awards• Presented to all levels of management on behalf of the Cardiff office at annual conferences Show less

  • Sales Team Manager

    Aug 1990 - Dec 2005

  • Training And Development Officer

    Jan 1995 - Jan 1999
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  T-Mobile

  Jan 2006 - Jul 2007

  Customer Service Team Manager

  Managing a team of Client Advisors in a busy contact centre dealing with calls from existing customers with technical, billing and general queries. • Motivate and communicate key messages through daily buzz sessions• Monitor performance and provide feedback• Provide coaching on call handling, system navigation and technical knowledge• Resolve customer escalations• Manage schedules and adherenceKey Achievements • Coached and managed an underperforming team to achieve all set KPIs • Stand in for Operational Manager in their absence Show less

• 

  Marsh

  Jul 2007 - Apr 2017

  Client Service & Sales Manager

  Part of the senior management team, responsible for the daily operation of the sales and affinity teams within a high net worth insurance broker.• Lead, motivate and manage Team Coaches and Client Advisors to achieve sales targets, retention targets andother key performance indicators. • Provide training, coaching and mentoring to colleagues across all teams • Establish relationships with affinity partners to successfully develop the business and internal departments to manage all other aspects including HR and finance.• Provide punctual delivery of essential MI with continuous analysis of data addressing areas of concern• Produce reports making recommendations to improve processes, procedures and productivity• Present monthly results to Direct & Partnerships division management team• Achieve annual operating plan targets and service level agreements• Manage resource and recruitment• Resolve affinity partner and customer complaints• Maintain and develop knowledge of products and procedures and the legislation affecting them in an FCA regulated environmentKey Achievements • Development of a quality, training and coaching programme• Implementation of a selection and recruitment process• Built key relationships with internal and external contacts to improve referral numbers for new business leads• Project managed the transfer of our motor book from the Letchworth to the Cardiff office within set deadlines• Presented group brainstorm ideas to all Senior Sales Managers of Marsh UK at annual conference Show less

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  ACT Training Ltd

  May 2017 - Apr 2018

  ILM Management Trainer & Assessor

  Part of the Management route responsible for assisting learners to achieve ILM level 4 and 5 qualificationsMain responsibilities included: • Write and deliver workshop training material to support ILM Diploma in Management qualification• Manage a caseload of 40 learners to ensure they achieve NVQ Leadership and Management qualifications• Provide one to one coaching for Essential Skills Wales Communication, Application of Number and Digital Literacy qualifications• Conduct monthly review meetings with learners throughout the South-East Wales region.• Assess evidence provided by learners and make judgements against ILM criteria• Meet monthly completion targets• Adhere to Welsh Assembly funding guidelines and deadlines• Complete Welsh Assembly and company review documentation Show less

• 

  Aon

  Apr 2018 - Aug 2020

  Sales and Service Delivery Manager

  I joined Aon in April 2018 to lead the growth strategy in all our target markets for consumer and commercial customers serviced from our Cardiff office. Focused on improving our sales process, customer experience and outcomes through sales analytics and driving revenue forward against our operating plan. Working collaboratively with Aon throughout the UK to meet P&L targets for all business lines. . Lead all New Business, Commercial and Consumer teams servicing existing clients to achieve defined KPIs, SLAs and growth targets whilst providing excellent client serviceManaging the contact centre operation reporting to Head of Office. Show less

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  Maximus UK

  Nov 2020 - Jan 2024

  Key Responsibilities:• Deliver excellence in service through the effective operational management of all aspects relating to delivery of the Restart contract in South and East Wales with line management of 5 Business Managers across the region• Maintain and grow strong relationships with the DWP, Job Centre Plus and other key stakeholders. • Ensure contract performance and financial targets are consistently achieved and, if necessary, take appropriate remedial action to drive improvement. • Forecasting and financial planning of all resource requirements within the operation.• Ensure appropriate governance is in place within the Operational team to comply with Quality, HR, health & safety, risk management and other legal requirements. • Coach, mentor and lead a high performing, empowered team, recruit, develop and retain the right people to fully achieve objectives.• Analysis of data for programme evaluation purposes and quality assurance of MI collected.• Ensure delivery of all performance, contract compliance, quality and financial requirements.Key Achievements • Invited by the CEO to speak to over one thousand colleagues on the monthly all colleague call about my experience of moving to the Welfare to Work sector• Successfully managed site visits for the DWP Performance Manager to experience the service we offer with very positive feedback• Preparing and presenting monthly and quarterly performance reviews to supply chain managers, external auditors and DWP performance management. • Successfully recruited and inducted two Business Managers Show less Key Responsibilities:• Manage, motivate and develop a team of Employment Advisors across the South East Wales region to achieve Customer Service Standards, Contract Entrant, Job Start and Job Outcome conversion rates on the JETS and RESTART contracts.• Build and maintain relationships with Work Coaches at local Job Centre Plus centres to maximise referral volumes, problem solve and share best practice.• Complete monthly quality checks, call observations, file checks and caseload reviews• Use MI reports to manage performance of individuals and overall team contribution against KPIs.• Recruitment and selection of new team members• Collaborate with Regional Account Managers and Partnership Leads to maximise Contract Entrant conversions and increase successful number of participants placed into sustainable employment.• Promote the use of the Community Partnership Network courses and qualifications and ensure referrals are made correctly. Key Achievements • Established the Bridgend region JETS team in November 2021 and recruited the full complement of Recruitment Advisors to complete the team headcount by January 2021.• Representing JETS Wales DDA region on the working group to create and introduce contract wide customer satisfaction surveys.• Over 50% of all monthly cohorts from November 2020 to July 2021 have achieved a job start. Over 40% of November 2020 to May 2021 cohorts have achieved a job outcome.• Proactively took the lead on implementing a recruitment process for JETS Wales contract to improve the onboarding experience for new colleagues. Manage all recruitment from selection to induction for all vacancies across the contract. • Presented contract overview to members of other DWP and ESF funded provisions as part of an awareness session for JCP colleagues across South and West Wales. Show less

  • Operations Manager

    Jul 2022 - Jan 2024

  • Business Manager - Wales Region

    Nov 2020 - Jan 2024
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  Itec Skills and Employment

  Jan 2024 - now

  Performance Manager