Effectively designing and delivering specialist coaching and training for 80 care homes across the South division. Driving the resident experience strategy and supporting the business to create a better understanding of the role everyone plays in delivering and providing outstanding resident experiences.Gap analysis of current delivery working with General Managers to agree and embed effective action plans to see a proactive change in culture and behavior.Delivering specialist training and coaching in new builds to embed a whole home approach to resident experience deliverable from the beginning.Leading the way in continuously improving the tools, communication and team work to benefit the quality of life for each and every resident. Liaising with internal and external stakeholders to ensure the Life Enrichment coaching and training is aligned to other departmental initiatives and quality regulatory requirements.Providing ongoing support, coaching and training to ensure a whole home approach to life enrichment, creating great outcomes that can be demonstrated not only through quality scores but also the reputation and commercial success in the homes.

Creating material and delivering coaching for the customer-facing leadership team covering a wide variety of topics including, motivation, coaching, managing change, providing feedback, completing effective 1:1s, performance management, and creating meaningful PDPs. Working closely with the customer support management team, T&D design team, and the broader customer experience team to perform a training needs analysis to develop and implement effective training content and coaching interventions.Developing and running challenging conversations workshops to support managing calls more efficiently. Leading to a reduction in escalations, a more consistent approach to goodwill, and an increase in repairs triaged into our centres. Sales training, travelling between our network of 22 Customer Collection Centres, delivering 2-hour workshops using the FAB model to drive gross profit margin focusing on car care ancillary products. Maintaining, updating, and facilitating engaging customer experience induction training in both a classroom-style and virtual environment for our customer support staff, with a clear understanding of adult learning practices.Engaging with the senior leadership team to hold management across customer support and retail sites accountable for their contributions to specialists’ learner journeys, providing both individual and group support. Building relationships with Centre Managers to introduce and drive innovative ideas, sharing best practices to improve operating efficiencies, whilst maintaining an outstanding customer experience.

Coaching customer-facing teams and championing customer obsession to help develop their capabilities, skills, and competencies to enable them to deliver an amazing customer experience. Designing and implementing quality assessment frameworks for both customer service and retail specialists.Carrying out regular coaching (both side by side and remote) with individuals, working with line managers to design and deliver individual development plans. Utilising different coaching styles/techniques and leveraging different channels such as video sessions and digital content to drive customer obsession.Executing regular Team Leader call quality calibration sessions to support and maintain consistency across teams with a focus on quality interactions. Mental Health First Aider, supporting individuals with mental health issues using the Algee model and discussing the well-being options available. Supporting the recruitment of new Customer Support Specialists and Customer Centre Specialists.

Leading my team by example, motivating, inspiring and coaching them to provide exceptional claims journeys for complex road traffic accidents and provide effortless customer solutions. Leading projects with passion, drive and impact utilising my strong understanding of the project life cycle to engage a range of stakeholders to make things happen, streamlining processes and providing more customer orientated outcomes. Discussing ongoing performance on a regular basis, providing regular coaching, completing 1:1 reviews, setting SMART personal development plans, creating bespoke training material and consistent follow up to motivate my team to exceed their objectives and support their career aspirations.Confident management of complex human resource cases and sensitive situations involving sickness, performance management and disciplinary procedures. Providing training and technical support to protect claims costs with emphasis on keeping customers in our networks, proactively protecting third-party spend and effective management of credit hire claims and recovery.Providing assurance that company processes and compliance are followed including FCA, TCF, DPA & consumer credit action and all other regulatory requirements.Ensuring that fraud is identified and investigated appropriately using all available investigation techniques. Monitoring complaints within the team ensuring company and FCA guidelines are met with feedback provided where appropriate.Finessing the use of tools such as Outlook and Excel to create an effective operating rhythm to manage time and resource to ensure relevant follow up is completed and changes embedded.

Performance management of 20 front line customer advisers taking responsibility for over 6000 customer queries and complaints a week and proactively identifying opportunities to meet their financial and digital needs. Providing regular coaching, completing one to one reviews and delivering engaging and interactive performance meetings to celebrate success, share best practices and identify opportunities for improvement.Complaints management including regular quality checking and coaching to provide great outcomes for our customers and meet regulatory standards. Planning and facilitating training sessions for introduction of new processes and changes to existing processes completing follow up to ensure clarity, capability and motivation. Utilising proactively gathered customer satisfaction feedback to identify continuous improvement opportunities and facilitate root cause problem solving sessions to understand symptoms and diagnose treatment.

Management of 12 complaint specialists performance, quality checking and coaching to make sure complaints were completed efficiently, effectively and accurately and exceeding customer expectations. Scheduling of work volumes utilising complaints management systems and analysing management information to ensure service level and regulatory timescales were achieved.Utilised feedback loops to make sure requests were completed right first time and embedded a culture of continuous improvement.

Quality checking and coaching to support team objectives in meeting customers financial needs, answering queries and resolving complaints in an efficient and timely manner. Competent point of referral for over 240 members of staff including managers, peers and frontline advisers.

Dealt with a wide range of customer queries and processes in different departments over a 5 year period including reconciling accounts and completing security checks on high value payments.