Peter Haynes Email & Phone Number

Bristol, England, United Kingdom

Bristol

Selection of responsibilities: - Ensure delivery of budgeted KPIs and profitable growth across the telephony channels through operational management teams to achieve and exceed all operational targets.- Communicate and articulate strategic objectives and business critical messages to centre management of a sensitive/confidential nature and build engagement and buy-in to take action as a result.- Challenge levels of performance on site using data from a variety of sources calling out issues with senior stakeholders based on sound MI.- Identify, own and manage the risks involved in running the business in line with the company risk framework.

My role is to manage and develop a team of 14 consultants in the Retention department. I ensure all consultants maximise revenue for the group whilst delivering an excellent customer experience adhering to the TCF principles. I develop the team through training and one to one development and coaching on a regular basis.Selection of responsibilities: - Provide direction, Inspire and motivate the team to achieve and exceed agreed operational targets.- Identify and facilitate improvement opportunities in business processes to constantly improve our service offering.- Develop the team through effective communication, training and performance management- Actively coaches team members and others and act as a mentor when required. Identify coaching needs and put in place solutions to aid development- Ensure compliance with the principles/outcomes of TCF within your team by demonstrating a knowledge of TCF principles/outcomes, adhering to training and competency standards, through accurate measurement and feedback on team performance

I enjoyed a varied role during this time with Direct Line Group ranging from managing sales teams to delivering training to both new recruits and existing members of staff. I also developed training material for departmental cross training which was rolled out nationally across the group adding an entirely new skill set to our sales consultants.

Bachelor'S Degree, 2:1

Btec National Diploma, Performing Arts, Distinction

Education record