Coventry Building Society May 2005 - Present – 4 internal promotions, currently Branch Manager of GloucesterResponsibilities:Managing a team of 7, my responsibility is to lead, coach and motivate my team to deliver an excellent customer experience. Utilising customer insight, I drive improvements to processes and procedures to benefit my existing team and the wider network, involving myself in the management and delivery of the change programme.

•Developing and training team members in order to enhance customer service, productivity and efficiency.•Managing staff in terms of progression, departmental standards, disciplinary requirements and holiday entitlement. •Professionally managing a wide range of customer queries and complaints.•Managing and leading a team, to hit designated monthly and annual targets in excess of £100 million.•Collaborating with upper management on projects and schemes to enhance departmental productivity and ensure quality service.•Recruiting new staff when business needs require expansion.•Strengthen relationships with business introducers and intermediaries via telephone and Internet channels.

•Providing frontline customer service with positive feedback received. •Maintaining individual and business customer relationships by ensuring that needs and expectations were met or exceeded.•Reconciling cash balances and investigating outstanding entries.•Processing both inward and outward payments, crediting and debiting customer accounts.•Hitting branch targets in terms of products sold and business introduced.