Bindy Hayer Email & Phone Number

Walsall, United Kingdom

Responsible for delivering a communication strategy based on the most impactful ways to communicate with our customer base and segmenting customers into specific targeted groups with the aim to increase engagement and revenue. These methods are e-mail, direct marketing, e-mail campaigns, customer events, internal engagement events, print campaigns and literature. Whilst developing both external and internal platforms such as intranet, knowledge base systems, websites and social media platforms. Key duties: • Managing all end to end communication processes across platforms • Producing customer events to increase product and brand awareness• Writing all communication pieces and implementing them across all platforms• Managing all digital platforms by updating text, topics, information, faq’s and campaigns• Design, write and implement marketing campaigns though e-campaigns and social media campaigns. • Build reports based on results of events, direct mailing and targeted campaigns• Relationship manager for external partners- keep them up to date with business changes, networking, creating opportunities to increase revenue and approving marketing material through work front.• Keeping up to date with any regulatory/industry changes and implement policies• Developing communication types that can be used across regions • Write and implement training material for contact centres based on business changes • Develop an internal knowledge base used by oversees contact centre• Research, review and implement any policy changes alongside new policies

Birmingham, United Kingdom

Created an interdepartmental structure where all complaints are dealt with by a first contact through the customer contact centre and if left unresolved passed to the complaints team. In the last 6 months 90% of complaints have been resolved within the customer contact centre through instant resolution. Key duties within my role: • Creating and presenting various training programmes to all employees throughout the business dependant on experience level and role. • Managing a team of 10 (monitoring, coaching and setting standards)• Generating projects to monitor individual KPI’s • Managing supplier relationships by providing with monthly reporting on communication statistics. • Head of contact reduction programme (Reduced by 15% from 2015) • Reporting on customer satisfaction and complaint rates. • Building key relationships with regulators• Writing and developing policies • Providing monthly internal communications • Writing Ombudsman case files and deadlock letters to form a resolutionOther duties •Ensuring brand guidelines and tone of voice are maintained internally and externally in all B2B/B2C communications•Manage social media accounts through insight platforms- responsible for creating statistics and taking complaints offline•Writing content based on business updates, brand productivity, campaigns and competitions •Originate competitions to increase followers- Summer 2015 increased followers by 50%•Overseeing and signing off marketing literature and producing external communications i.e. newsletters, customer marketing emails •Using independent customer satisfaction platforms to increase awareness•Producer of internal video team-launching videos as part of the contact reduction programme.

Wolverhamp

Wolverhampton, United Kingdom