Charlotte Conboy Email & Phone Number

Bradford, England, United Kingdom

Leading and developing a team to provide efficient, quality and compliant customer service support in relation to escalated retail queries and complaints. Supporting continuous improvement strategies including the ongoing development of outsourced operational teams to maximize efficiency, drive customer satisfaction and reduce complaints.

Bradford, England, United Kingdom

Bradford, United Kingdom

• Currently managing a team of ten individuals who are supporting Customer Care, ensuring relevant competency checks, coaching sessions and meetings are completed and documented.• Participated in User Acceptance Testing for CRM which was due to be rolled out in summer 2017throughout the Contact Centre and Customer Care team.• Mapping business processes for Customer Care SOPs whilst working closely with the BusinessProcess team.• Communicate with customers and where necessary… Show more • Currently managing a team of ten individuals who are supporting Customer Care, ensuring relevant competency checks, coaching sessions and meetings are completed and documented.• Participated in User Acceptance Testing for CRM which was due to be rolled out in summer 2017throughout the Contact Centre and Customer Care team.• Mapping business processes for Customer Care SOPs whilst working closely with the BusinessProcess team.• Communicate with customers and where necessary field colleagues along with other departments within Head Office to provide guidance and ensure the best support is provided to our most vulnerable customers.• Identify risks within existing procedures which may affect vulnerable customers and escalate to relevant members of the management team.• Subject Matter Expert for both Satsuma, Glo and the new CRM system. Show less

Bradford, West Yorkshire, United Kingdom

• Assisted with the initial set up and launch of the team, liasing with other departments and line managers to test processes and systems. • Act as a referral point for all business areas regarding vulnerable customers.• Contact customers, 3rd parties and other relevant business areas ensuring a high standard of customer service throughout whilst adhering to FCA principles and DPA regulations. • Provide motivation and support to other team members.• Collate overtime figures on a… Show more • Assisted with the initial set up and launch of the team, liasing with other departments and line managers to test processes and systems. • Act as a referral point for all business areas regarding vulnerable customers.• Contact customers, 3rd parties and other relevant business areas ensuring a high standard of customer service throughout whilst adhering to FCA principles and DPA regulations. • Provide motivation and support to other team members.• Collate overtime figures on a monthly basis for the team and sent onto team leaders and managers. • Be responsible for ensuring any training or supporting material is up to date. Show less

• Take inbound queries from customers, agents and other third parties regarding products, services and complaints ensuring a high level of customer service throughout.• Contacting customers via telephone to help maintain their accounts and re-establish affordable repayment plans in line with their income/expenditure and where needed ensuring that they were signposted to free debt advice for help.• Daily tasks include working with bespoke systems, update spreadsheets on Excel, using… Show more • Take inbound queries from customers, agents and other third parties regarding products, services and complaints ensuring a high level of customer service throughout.• Contacting customers via telephone to help maintain their accounts and re-establish affordable repayment plans in line with their income/expenditure and where needed ensuring that they were signposted to free debt advice for help.• Daily tasks include working with bespoke systems, update spreadsheets on Excel, using reprographics where necessary and send out written correspondence to customers.• Dealing with debt management and customer written correspondence and emails (via Outlook), keeping track of accounts and liaising with the Provident Central Collections department.• For my team leader, I also created the shift rotas and provided statistical analysis of the branches and teams performance, to show monthly collections activity. • Whilst being part of the Buddy Programme, I helped to train and coach new starters with systems and processes used to take inbound calls whilst maintaining a high quality of customer service. Show less

Level 1 Certificate

Mpharm