Andy Ancliff Email & Phone Number

Sheffield, Gb

United Kingdom

* Line managing a team of 18 call centre agents.* Ensuring coaching to world class standard is delivered.* Engagement with the team to nurture great skills.*Endorse a team that have the freedom to collaborate and support each other. * Developing agents of all experiences and capabilities.* Following employment law and hr policy to maximise employee attendance and capability whilst addressing conduct issues.

Nottingham, England, United Kingdom

Nottingham, United Kingdom

I worked within the Legal, Governance and Risk team. I am solely responsible for the creation and implementation of various risk and governance-based documents. These include Risk Registers, Governance Reports, Terms of References, and Regulatory Breach logs. This requires arranging meetings with all Directors, Executives and Heads of departments. Once the final documentations have been completed, I then circulate the reports to the Board and Trustee. A high level of accuracy, confidence… Show more I worked within the Legal, Governance and Risk team. I am solely responsible for the creation and implementation of various risk and governance-based documents. These include Risk Registers, Governance Reports, Terms of References, and Regulatory Breach logs. This requires arranging meetings with all Directors, Executives and Heads of departments. Once the final documentations have been completed, I then circulate the reports to the Board and Trustee. A high level of accuracy, confidence and creativity is required to ensure this is completed effectively. I am a trusted employee working independently to produce key documents.Additionally, I investigate incidents in which suspected regulatory breaches might have occurred. My part in this process is to ensure that all remedial steps have been taken to fix any suspected breaches. I am also responsible for ensuring the preventative steps are also taken. This requires a detailed knowledge of how the business works. I have a range of other tasks within my role including working on group policies, providing key input towards communications and action logs for executive and board meetings and creating Governance and Risk related MI. I have been working in this role since July 2017.Prior to this, my skills I hold in identifying issues and ensuring fixes are in place have allowed me to successfully work within TPR case investigations reporting directly to the COO, assigned to a specialist project to look at further TPR scenarios, I have also been tasked to provide support as Business Support Consultant, Secretariat and Complaint handier. My skills are easily identifiable in continuous improvements of methods used to improve our business relationships. My key skill set includes highly professional relationship building often whilst working within challenging or complex situations. My approach is to identify and resolve any issues in a logical, efficient and practical way. Show less

Based In Nottingham And Birmingham, Working All Over The Uk.

Training and managing new employees in Banking process as part of a 3 month secondment away from home. Analysing telephony call centre’s productivity and statistics. Created and implemented an interactive training guide rolled out and used so far for 4 years across 3 sites by 800 staff at any one time. Human Resource meetings involving liaising with all staff members from new starters to Area and Division Directors. Full history and understanding of the banking process and of financial advice… Show more Training and managing new employees in Banking process as part of a 3 month secondment away from home. Analysing telephony call centre’s productivity and statistics. Created and implemented an interactive training guide rolled out and used so far for 4 years across 3 sites by 800 staff at any one time. Human Resource meetings involving liaising with all staff members from new starters to Area and Division Directors. Full history and understanding of the banking process and of financial advice for customers experiencing either difficult situations, potential lending scenarios or problem solving to reach mutually agreeable or understandable outcomes by using world-class service and empathy/understanding as appropriate. I have a wealth of knowledge and experience in collections and I am able to support less experienced members of the team with processes and procedures. I am also proud of achieving my Team Leader ICM accreditation. Show less

Nottingham, United Kingdom

Speaking to customers of a large communications company to offer appropriate solutions to bridge the gap between issues arisen or general queries with an agenda to diffuse complaint scenarios. Being knowledgeable in telephone, internet and television information as well as knowledge of the businesses full product range.

Nottingham

Achieving the Classified Sales Person of the Year 2001 and 4 months as the Classified Sales Person of the Month, I worked as part of the Daily Mail Group to cross-sell appropriate classified advertising packages. My talents were quickly noticed as I transferred to Retail and Services supporting and creating advertising with specialised knowledge and detail. I then moved on to the weekend supplement in which I was successful in achieving 200% of my first months sales target, visiting clients and… Show more Achieving the Classified Sales Person of the Year 2001 and 4 months as the Classified Sales Person of the Month, I worked as part of the Daily Mail Group to cross-sell appropriate classified advertising packages. My talents were quickly noticed as I transferred to Retail and Services supporting and creating advertising with specialised knowledge and detail. I then moved on to the weekend supplement in which I was successful in achieving 200% of my first months sales target, visiting clients and designing up to full page display advertisements. Show less

Nottingham, United Kingdom

Assisting national and international calls for a global communications company with high efficiency and accuracy including Emergency Services, Connections, Directory Enquiries, International Operator and Technical Services.

Education record

Activities and Societies: Qualified Fist Aider NCFE Level 2 Certificate in Equality and Diversity NVQ Level 2 in Customer Service NVQ.

Each Course Counts 1/6 Of A Degree, Finance And Financial Management Services, Pass

Activities and Societies: Qualified Fist Aider Institute of Credit Management – Collections Team Management Institute of Credit Management.

Media, Cfs Media Studies Dual Course - Pass

Activities and Societies: Studying journalism, film making, advertising and photography.

Gcse Qua;Ifications, Grade B& C'S

Activities and Societies: English (B) Geography (C) Science Dual Award (C) English Literature (C) German (C) Food Technology (C) Maths (B).