Cath Walker Email & Phone Number

Worcester, Gb

Brierley Hill, West Midlands, United Kingdom

Redditch

Working as a Customer Service Manager for Interserve. Responsible for the Customer Service Team and the out of hour’s team within the service centre.Leading and developing 5 Team Leaders to achieve KPI’s across multiple contracts. Conducting 121’s and PDAP’s. To serve customers effectively and efficiently to provide 24x7 services which will retain customers whilst maintaining profitability targets, measured by customer satisfaction surveys and financial reporting.Finding solutions to improve the Customer Service experience and increase profitability; and the effective leadership of all staff under my management. Attend service delivery meetings with the client providing monthly performance of the service desk including historical comparison, highlighting improvements made.To seek out, establish and maintain relationships with operational contacts for each client, developing and maintaining knowledge of the customer contracts.Responsible for hiring, training and managing employees of the Customer Service Team, giving directions on certain job tasks or problems, resolving problems concerning employee’s work performance, establish rules and procedures implement a training plan and create work schedules.

Redditch

Working as a Team Manager for Interserve on the BBC contract. Manage, lead and develop a team to ensure that they satisfy the requirements of their role.Provide robust people and team management principles, such as effective leadership motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectationsEnsure that staffing and resource is managed in the most effective way, adjusting to service delivery and customer demand. To operate within contractually set service level agreements, policies, procedures and targets.To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of the customer.Liaising with internal and operational management teams to gain buy in across all departments and service delivery areas.To monitor the daily performance of the team, providing timely feedback and implementing performance improvement where necessary.To ensure that the team are fully equipped to complete their tasks through regular training, coaching and development activities.To work as part of an integrated management team to provide efficient and effective service. To seek out, establish and maintain relationships with operational contacts for each client, developing and maintaining knowledge of the customer needs. To manage to appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team.

Worcester, United Kingdom

Working as an Outbound Team Manager for Serco on the Shop Direct Account, my advisors will contact existing customers of the Shop Direct brands. Responsible for the day to day management of Advisors within the Operation working towards set targets and KPIs whilst continually encouraging and developing the team through coaching and feedback. Responsibilities - Lead, manage and monitor the performance of the team against set targets and KPI`s, utilising and analysing management information to support sound decision making. To monitor, manage and maintain individual performance, providing coaching, recommending training or conducting performance management processes. Motivate the team through effective engagement and building of trust.Create and maintain an environment that supports all aspects of team performance and culture Experience of working within an FS regulated environment.The monitoring and coaching staff to adhere to scripts and ensuring calls are 100% compliant. Working within a sales environment and developing staff to achieve set targets.

Worcester, United Kingdom

Lead, manage and monitor the performance of a sales team against predetermined targets and KPI’s.Coaching and developing and motivating individuals to achieve sales and KPI targets, within a highly competitive retail environment and in a difficult financial climate.Constant focus on FCA compliance and DPA. Encourage team spirit by implementing incentives and encouraging team competitionDelivered an average of 100% across all KPI and KBI targets every month, through Coaching and Performance Management. Consistently top team.Support the recruitment processes, involved in assessment days and interviewing for new advisors. Maintain effective control of all aspects of people processes including : absence management ,Investigatory meetings, Disciplinary meetings, Suspension meetings, Welfare meetings,Capabilty and Grievance procedures, Performance management and all other employment related issues ensuring that they are all managed in line with the company policy framework at all times.Monitor performance of staff through listening to individual calls on a weekly basis.

Worcester, United Kingdom

My job role as a deputy was the same as a sales team manager with the following exclusions –Absence management, Disciplinary meetings, Investigatory meetings, welfare meetings and suspensions.