Kieran Turner

Experience

• 

  Barclays

  Feb 2002 - Aug 2008

  Customer Relations Manager

  • This role required me to take ownership of high level customer complaints and complex queries and manage them through to a resolution or escalation to the Financial Ombudsman.• To ensure success in this role attention to detail was critical and being thorough was essential as if anything was missed the wrong resolution could be reached resulting in loss of custom or bad press for the bank• Time management was also crucial in this role as at any point I could be handling up to 25 different case files each with different deadlines which all needed the same amount of attention.• I saw success in this role by being the top performing case manager in my section for the final 3 years I worked for the bank. Prior to this I was always amongst the top 10 performing managers in the section which was reflected by being awarded the highest grade in my personal reviews.• As an addition to this role and to challenge myself further, I also became a trade union representative. This role allowed me to gain experience in dealing with disciplinary procedures and gave me exposure to building relationships with senior managers in both hearings and consultations. Show less

• 

  Royal Mail

  Aug 2008 - now

  • Managed the General Election process for my area including collection and delivery of Writs, dispatch delivery and return of over 700k ballot packs and poll cards, completed contracts for 22 councils to spec without complaint and arranged delivery of over 4.4 million candidate leaflets achieving 99.89% quality generating in excess of £1.3 million for my area alone• Planned for several periods of local and national IA with aspects including compiling a geography skills register, arranging training for over 20 additional 7.5t drivers in the Geography and generating volunteers resulting in a 33% reduction in post IA recovery time.• Led on the set up / close down process of 2 additional Xmas sites in the Manchester area. Delivered both ahead of schedule allowing a continuous Xmas parcel and letter operation throughout the period and handed back to the landlord on time preventing additional charges.• Led a Manchester Pipeline team through a successful Xmas through a regular meeting plan and information cascades detailing key responsibilities and actions required throughout the Xmas period. Show less • Managing a team of 33 Front Line Staff• Improved hourly throughputs by 15% across my work area through engagement and challenging unacceptable behaviours• Remained a critical part of the World Class Mail Environment Pillar as deputy pillar lead and spent time in ensuring 2 points were achieved at the last audit• Have increased involvement throughout my team in WCM by 25% across my team by challenging their ideas• Have personal involvement in all other WCM pillars through activity in my work area Show less • Gained experience in Delivery, Processing and Planning as a line manager and project manager• Managed large delivery office with 50 staff on first placement where had to deal with budgets, absence and disciplinary and industrial action proceedings• Whilst on placement as area planning manager I had responsibility to ensure smooth and successful rollout of the 2009 European Elections materials to the whole of the L postcode area. This involved dealing with external customers such as political parties whilst managing and training internal customers such as Mail Centre staff and Delivery Managers• Project managed an operational floor move in Liverpool Mail Centre from end to end. This required excellent communication skills to ensure the front line staff were on board and excellent planning skills to ensure the move went smoothly• My last placement was working as a Work Area Manager on a Mail Centre operational floor, where I was responsible for 22 members of staff and the performance of the IMP machines. To enable me to ensure I was equipped to do this I enrolled on an OEE training course following which I set up a focus group with engineers and staff to understand our losses and areas for improvement. I then initiated a new process that reduced rejects to manual from 5% of mail processed to less than 1%.• This placement also saw the beginning of my personal World Class Mail journey when I volunteered to join the Autonomous Maintenance Pillar completing a lot of work for the Pillar Lead assisting to successfully ensure that we eradicated any machine breakdowns due to dust and debris Show less

  • Project Manager - Indoor Transformation

    Jun 2023 - now

  • Plant Manager

    Oct 2021 - Jul 2023

  • Special Events Planning Manger

    May 2013 - Oct 2021

  • Line Manager

    Aug 2011 - May 2013

  • Operations Graduate

    Aug 2008 - Aug 2011