Caroline Kavanagh Email & Phone Number

• Manage the BAU activities of staff on a daily basis ensuring SLA’s are met• Ensure staff complete and manager their workloads• Plan and forecast work positions to enable the best potential from my team• Regularly attend management meetings• Monitor daily error reports and ensure these are corrected and the right level of support is given to the staff.• Liaise directly with the Line Manger to achieve agreed Service Quality levels.• Communicate effectively and productively with my team to realise their best potential.• Deliver team meetings including setting individual goals and workloads.• Complete Staff appraisals delivering positive and negative feedback• Support and facilitate management company visits• Manage individual staff member’s issues and concerns.• Ensure audit compliance and operational issues are maintained.• Take on decision making responsibilities• Technical expert within the complaints department• Provide support and guidance to my team leader and staff• Assist team in complex complaint issue and take on escalations

Chelmsford, United Kingdom

• Allocating work on a daily basis to ensure SLA’s are met• Closely monitor daily work ensuring all work is completed by close of business.• Take on decision making responsibilities.• Ensure my team adhere to all Money Laundering requirements • Assist staff in there career discussions.• Complete daily monitoring returns ensuring SLA’s are achieved• Single Point of reference for the team as a Technical Specialist.• Take on board escalated calls from my team ensuring a resolution is provided.• Producing team productivity figures and monitoring where training needs are.• Deliver feedback positive and negative to individuals• Deliver team meetings• Agree ex gratia payments for inconvenienced clients• Manage a team of 13 staff• Train new team members to ensure that they are compliant and confident • Monitor the team’s calls to ensure that they are compliant.• Communicate effectively and productively with my team and other departments.• Quality check work to ensure spelling and punctuation is correct• Carryout monthly 1-2-1 with my team• Manage team work flow• Run the team solely on a regular basis

Chelmsford, United Kingdom

• Liaising directly with customers on a regular basis regarding their complaint via email and telephone mediums.• Successful completion of IAQ certification whilst maintaining faultless SLA levels.• Carry out in-depth investigations on client’s investments to appease any concerns.• Construct correspondences to clients, outing a full and comprehensive resolution.• Manage heavy complaint case workloads efficiently and productively.• Promote cross-team relationships to ensure SLA levels are achieved.• Maintain quality and productivity targets KPIs and SLAs.• Pre-emptively resolve complaints via the telephone to prevent further escalation.• Ability to adapt correspondence styles to match various management company cultures and protocols.• Complaint case prioritisation, ensuring each case is categorised based on its importance and urgency.• Ability to calm hostile customers concerns with an astute use of empathy.

Chelmsford & Harold Hill

Role summary• Manage the BAU activities of staff on a daily basis.• Responsibility of single Point of reference for team and Relationship Mangers.• Liaising directly with Relationship Managers and Senior Managers to assist in management tasks.• Produce weekly figure and return reports for the Business Development team.• Liaise directly with the Centre Manger to achieve agreed Service Quality levels. • Process and respond efficiently and promptly to customer complaints.• Communicate effectively and productively with my team to realise their best potential.• Deliver team meetings including setting individual goals and workloads. • Work across commercial banking building on external company relationships.• Manage individual staff member’s issues and concerns.• Maintain and achieve sales goals/targets for the team.• Ensure audit compliance and operational issues are maintained.• Take on decision making responsibilities in centre manager’s absence. • Manage Relationship Managers diaries to ensure effective time management.• Develop and maintain relationship with business customers.• Point of reference for a number of relationship managers for their support.• Discuss customer queries around lending and assist in advising the appropriate and best solution for their requirements.• Proactively arrange meetings with customers to arrange business reviews.• Agree customer encashments at local branches using my discretion.• Maintain and monitor 600 business accounts on a daily basis.• Agree business plans and credit quality objectives.• Agree and oversee comprehensive business lending solutions.• Maintain and achieve sales goals/targets outlined by the company policy.

Education record

Education record