- Identifying and analysing trading data to highlight any opportunities to achieve overall GWP and implementing initiatives to drive improvement. - Delivering well informed conclusions and recommendations through analysis and interpretation of customer insight.- Implementing change through cross-functional teamwork.- Leading on change projects to mitigate business risk.- Excellent communicator.- Experienced in multitasking and time management, being able to work on several initiatives at once.

- Leading a team of up to 15 Customer Managers across direct and partnership brands.- Responsible for supporting, inspiring, coaching and developing people to achieve key business, people & financial metrics.- Identifying trends of underperformance, ensuring the right actions are in place quickly.- Experienced in performance and absence management, disciplinary investigations, in line with policies and procedures.- People engagement through implementation of incentives to drive performance.- Investigating and resolving customer complaints on a day-to-day basis.

- Dealt with customer queries across different products, setting up new policies and retaining existing business. - Achieved business KPIs and consistently finishing in the top quartile for performance and adhering to best practice.- Responsible for making insurance easy for customers through brilliant service.- Higher license holder in Home Insurance to support with complex underwriting and account referrals on a day-to-day basis - Facilitated training programs across different sites- Sunderland, Peterborough and Glasgow in Home Sales and Retention.