Matt Beer Email & Phone Number

Market Harborough, England

I manage the Savings and Mortgage administration departments ensuring first class customer service is delivered.Team management/coachng ensuring day to day operations perform at/above expectation, leading the team through day to day change and guiding them in the identification of process improvement and delivery.Ensuring compliance with both company policy and industry regulations by keeping up to date with industry changes. Additionally assist in the delivery of new product launches, implement change; maintain procedures and undertake regulatory reports within deadlines.

Leicester, United Kingdom

Responsible for the Customer Relations Department, Root Cause Analysis Department and Social Media Department in the UK. This included leading and managing 7 highly motivated, successful staff, in the investigation and resolution of complaints and investigating root cause of complaints, delivering analysis, feedback and implementing corrective actions.In addition I also took responsibility for the UK's social media output via email and Twitter creating and developing the business email account and Twitter page from inception to two key business channels leading to a significant reduction in incoming calls and increased engagement scores.

Leicester, United Kingdom

Responsible for the Customer Relations Department, Root Cause Analysis Department and Incident Management Department. Which included leading and managing 7 highly motivated, successful staff, in the investigation and resolution of complaints and investigating root cause of complaints, delivering analysis, feedback and implementing corrective actions.In addition following an internal restructure I took temporary responsibility for the UK's Incident Management team who were responsible for ensuring that all issues affecting customer impacting systems were resolved within strict timescales to ensure minimal impact was felt by customers. This involved liaison with numerous parties both internal and external at all levels of management and all levels of technical ability.The role included a significant reengineering project where I submitted white paper proposals, implemented and realised the same within tight deadlines.

Leicester, United Kingdom

Responsible for the Customer Relations Department and Root Cause Analysis Department. Which included leading and managing 7 highly motivated, successful staff, in the investigation and resolution of complaints and investigating root cause of complaints, delivering analysis, feedback and implementing corrective actions.

Leicester, United Kingdom

Responsible for identifying the root cause of complaints and correcting the identified issues in order to prevent re-occurrence, and greatly enhance the customer journey. Management Information analysis and interpretation from local and external sources. The production and distribution of Management Information providing awareness to the business of issues and resolves in addition to high level updates to top tier management. Working with all business areas to ensure ongoing understanding and implementation of business expectations in respect of complaint prevention, customer experience and Treating Customers Fairly.

Leicester, United Kingdom

Leicester, United Kingdom

Leicester, United Kingdom

Input and Reconciliation

Leicester, United Kingdom

Leicester, United Kingdom

Hove

Grimsby