esponsible for leading a high performing customer service team of 12 multi-skilled consultants in delivering exceptional customer service. Improved attendance within direct team. Delivered highly effective coaching sessions to consultants to improve performance. Supported consultants in growth and development of own career. Effectively used group policies to challenge and manage behavioural issues. Delivered direct and challenging feedback supporting peers in handling difficult behavioural issues. Supported senior management with implementing Inclusion and Diversity policies. Proactively sought additional tasks to improve performance or engagement. Identified simpler and more efficient ways of working to improve customer and colleague experiences. Supported colleagues with migrations to Sainsbury’s Bank.