Amy Crampton Email & Phone Number

United Kingdom

• Led the Policy Administration team ensuring they provide a high standard of customer service to policyholders• Coached, developed and motivated staff through monthly 1-2-1s, objectives and performance reviews • Robust knowledge and experience of performance management tools including sickness management, disciplinary and capability procedures and redundancy process• Responsible for the role out of a new system including writing all process notes and procedures and delivering the training• Monitoring of key risks and taking action where appropriate due to the nature of the work the team did• Responsible for the management and resolution of customer complaints, identified trends and put steps in place to reduce the number of complaints being received

• Led several busy customer facing teams of 15 staff ensuring they provide a high standard of customer service to both internal teams and Financial Advisers• Finalists in 2012 and Winners in 2013 of the best internal facing team at Aviva UK• Coached, developed and motivated staff through monthly 1-2-1s, objectives and performance reviews which resulted in 5 staff members gaining a promotion • Robust knowledge and experience of performance management tools including sickness management, disciplinary and capability procedures and redundancy process• Monitoring of key risks and taking action where appropriate due to the nature of the work the team did• Scoped up large pieces of work, liaising with various internal departments and customers, agreed solutions and timescales where appropriate• Lead for the area on a large project which was responsible for the changes enforced by the Regulators to the way financial advisers are paid for their advice. This required me to develop, organise and deliver product and system training for over 100 customer facing staff to enable them to answer any queries from Financial Advisers