Caroline Piper Email & Phone Number

Gibraltar

Gibraltar

Gibraltar

Gibraltar

Gibraltar

Malta

Prepare reports to a high standard, ready to contact customers, to establish source of funds/wealthIdentify risk in line with regulatory requirements, compliance and internal proceduresCustomer contact, for Enhanced Due Diligence, to determine their affordability of spend, attitude to responsible gambling, and to identify potential gambling problems/fraud/AML/licensing issuesRecognising when responsible gambling controls must be applied and ensuring this is done correctlyLiaising with Stakeholders Training and coaching other colleagues, new to role, including existing and new proceduresEnhancing the customer journey by correctly dealing with queries and complaints

Malta

Coach and develop team of advisers to deliver highest level of customer service, following ETHOSIdentifying and escalation of issues across customer service, websites and internal applicationsMonitoring contact channels/staffing to ensure SLAs metReview of adviser work, to ensure ETHOS followed, identifying training and coaching requiredComplaint responses to assist RGC team and also complaint resolving at FPOCIdentifying and acting on RG issues, coaching to advisers as and where necessary

Gibraltar & Malta

Customer gaming queries, following ETHOS, to provide best standard of serviceRecognising RG issues, acting on immediately within my role, by following necessary proceduresLiaising with other departments, and taking ownership of customer query to ensure it is dealt FPOCRecognise technical/customer wide spread issues, escalate, to ensure fix put in place in timely mannerInduction assistance with new startsBanded to band C in this role, dealing with VIP customers/staff training

Rosyth, Fife, United Kingdom

Same roles as previous time I worked in Lloyd's as complaint manager.

Scottish Widows

• Lead, motivate, develop, manage and inspire 25 team members.• Day-to-day management of team and workload, delivering high level of quality service whilst ensuring departmental key performance indicators are delivered by using effective advance resource and contingency planning.• Ensure operational compliance with Company, regulatory and legislative requirements are met.• Have a good knowledge of Treating Customers Fairly principles outlined by the Financial Conduct Authority. • Lead local projects and participate in wider projects where required.• Look for continual improvement opportunities and ways to improve customer experience without increasing costs.• Contribute to area management team, identifying problems, plus proposing and implementing solutions at team/area level.• Responsible for ensuring service levels (including abandon rate and average speed to answer) are met for the contact centre.• Proactively manage and communicate changing requirements in order to achieve service standards alongside ensuring the optimum utilisation of availability for staff training and development.• Liaise and work in conjunction with the forecasting and planning team to ensure achievement of service level agreements and adequate resource cover throughout the contact centre and agree priorities going forward.

Fife, Scotland

• Deal with customer complaints, end to end to achieve resolution and satisfaction for the customer.• Step in for managers to cover holidays and sickness and deal with the day-to-day management of team and workload, delivering high level of quality service whilst ensuring departmental Key performance indicators are delivered by using effective advance resource and contingency planning.• Ensure operational compliance with Company, regulatory and legislative requirements are met.• Have a good knowledge of Treating Customers Fairly principles outlined by the Financial Conduct Authority. • Lead local training for new starts into the department, producing all training material and carrying out the training to bring staff up to speed with processes and systems.• Look for continual improvement opportunities and ways to improve customer experience without increasing costs.• Contribute to area management team, identifying problems, plus proposing and implementing solutions at team/area level.• Liaise with other business areas to improve service/working practices, cross functional working across sites in the UK and offshore.Key Achievements• I consistently exceed all key performance indicators leading to me achieving Top and Strong Performer ratings at end of year.• Take personal responsibility to update and refresh training material for new and existing staff members to ensure correct up to date information is readily available.• Implemented a new way of dealing with complaints on the same day they came into the business to ensure that more customer complaints were dealt with on a non-reportable basis.

Dunfermline, Fife, United Kingdom

Working in numerous East Scotland branches, covering a range of products, such as bank accounts, loans and Investment Product Sales as well as mortgage and insurance referrals. Exceeded key performance indicators on a regular monthly basis, earning large bonuses and excellent ratings as a result. Dealing with customer enquiries, both pre and post-sale. Customer retention and account management. Vetting new customer applications and contacting customers to inform them of any outstanding information. Dealing with AML. Key customers included financial advisers and mortgage advisers within the branches. Key Achievements• Consistently achieved and often over exceeded all key performance indicators.• Successfully trained other, less experienced staff in the branches.

Lochgelly, Fife

Leading a team of all tradesmen, office junior and receptionist and organising their daily tasks. Invoicing, credit control, customer queries. Handling and resolving client issues and demands to ensure a high level of client satisfaction. Key Achievements• Full setting up initially of office, including telephone and computer system, filing systems and all other policies, such as holidays and absence procedures. • Identifying and implementing improvements to quality performance through coaching and development. Consistently achieved all tasks set.• Fully training the receptionist and office junior to one best way of working.

Beverley, East Yorkshire

Responsibilities included answering calls from customers and insurance companies and logging new jobs on the system. Arranging for these jobs to be distributed to franchises in the correct area, to enable quick and speedy turnaround for the customers.

Hull, United Kingdom

Organised daily job list for service engineers, circa 15, ensuring jobs were prioritised relating to urgency whilst also ensuring trained staff were available and within the area, to maintain company budgets. General administration duties such as letter writing, filing, greeting customers and ensuring their needs were met. Cover for reception as and when required, during lunch breaks, holidays and sickness. Meeting co-ordinator and minute taker.

Btec National Diploma In Business And Finance, Business And Finance, Merits And Distinctions

Various modules within the course, including accounting, economics, mathematics.

High School, Various School Subjects, Various

Activities and Societies: GCSE grades Mathematics (C), English Literature (B), English Language (B), Home Economics (B), Chemistry (C).