Caroline Miles Email & Phone Number

Portsmouth

Engaging with customers to arrange payment plans as part of the dunning process, including complaint resolution.Risk handling as part of an organised process to ensure compliance with ethical and legal standards as part of the repossessions team.Working to firm targets defined as part of the company strategy.Training new members of staff and delivering one-on-one coaching.Creating and delivering effective training material to improve individual performance and department statistics. Completing root cause analysis reports.

Resolving customer queries using my own knowledge and initiative, including following up to ensure complete resolution and customer satisfaction.Assisting colleagues with complex and technical queries relating to multiple facets of the customer journey.Liaising with other departments to find optimum solutions to complex problems.Handling issues in a timely manner to meet targets.

Portsmouth

Handling and resolving inbound calls from customers relating to all aspects of their policy.Identifying issues with customer policies and contacting them directly where required.Receiving and resolving escalated customer complaints across multiple products.Liaising with customers and brokers to ensure delivery of best outcomes.Management of the inbound email contacts including ownership and oversight of the automated claims processes.Documenting processes and providing training to staff, both soft skills and policy related.Development and deployment of coaching strategies for underperforming colleagues and direct reports.