• Working with internal team to deliver and execute an effective sales and marketing strategy for our clients• Deliver above and beyond expectations through building exceptional relationships, managing and delivering outbound email campaigns, prospect engagement, CRM implementation and marketing engagement• Networking and representing both clients and Just Williams as a brand out in the wider business community• Inquisitive, proactive and adaptable, with communication skills and… Show more • Working with internal team to deliver and execute an effective sales and marketing strategy for our clients• Deliver above and beyond expectations through building exceptional relationships, managing and delivering outbound email campaigns, prospect engagement, CRM implementation and marketing engagement• Networking and representing both clients and Just Williams as a brand out in the wider business community• Inquisitive, proactive and adaptable, with communication skills and proven track record of managing customer accounts• Working with internal and external stakeholders• Embodying company values of being distinctive, sustainable and progressive Show less

• Manage a customer service team in the consumer lending and finance industry• Supporting the design and running of consumer facing operations• Build a customer service function that can operate by scale by continually identifying process improvements, developing written customer service procedures and implementing a quality assurance framework• Train, develop and manage a team of customer service associates• Expert in Salary Finance product offerings such as Borrow and Advance,… Show more • Manage a customer service team in the consumer lending and finance industry• Supporting the design and running of consumer facing operations• Build a customer service function that can operate by scale by continually identifying process improvements, developing written customer service procedures and implementing a quality assurance framework• Train, develop and manage a team of customer service associates• Expert in Salary Finance product offerings such as Borrow and Advance, as well as the regulatory environment in which we operate• Design and implement an operations strategy and develop a robust KPI reporting process to evaluate the company’s ability to meet SLA requirements, optimize performance and achieve customer satisfaction• Determine remediation action plans for areas of improvement identified by internal and external audits and reviews• Complete reporting and trend analysis on KPI’s within customer operations space• Hold weekly and monthly coaching and 1-2-1 sessions with each advisor to drive high level performance and continuous improvement• Supporting the escalation of customer tickets to other key stakeholders within the business e.g. finance team, underwriting team and client operations (pre money and post money)• Creating and presenting training sessions on policies and processes to all advisors to make sure that we are fully compliant as a business• Compiling all relevant documentation to fulfil DSAR (Data Subject Access requests) within regulated timescales Show less

• Motivate, engage, coach and develop team of up to 16 advisors daily• Drive efficiency and high level performance, effectively analysing data to manage and improve underperformance against policies and processes• Develop reporting and change management to deliver results for Key Stakeholders and meet business goals• Manage team performance across multiple channels including online webchat, email, calls and letters • Translate the operation’s vision and strategy into the ‘day to… Show more • Motivate, engage, coach and develop team of up to 16 advisors daily• Drive efficiency and high level performance, effectively analysing data to manage and improve underperformance against policies and processes• Develop reporting and change management to deliver results for Key Stakeholders and meet business goals• Manage team performance across multiple channels including online webchat, email, calls and letters • Translate the operation’s vision and strategy into the ‘day to day’ plan for the team to ensure they know what to do, when and how• Regularly maintain customer experience and quality assurance scores to make sure that work completed is compliant and to the highest standard• Analyse department data to identify opportunities to simplify and speed up processes and identify risks and solutions, whilst working towards KPI's• Ensure all policies, procedures and legal obligations are followed as specified by the company• Team Leader of the month award received, ‘Be Your Best’ coaching ambassador within Corporate Sector• Continuous Improvement Bronze accredited• Successfully run end to end recruitment process for department Show less

• Motivate, engage, coach and develop team of up to 16 advisors daily• Drive efficiency and high level performance, effectively analysing data to manage and improve underperformance against policies and processes• Develop reporting and change management to deliver results for Key Stakeholders and meet business goals• Manage team performance across multiple channels including online webchat, email, calls and letters • Translate the operation’s vision and strategy into the ‘day to… Show more • Motivate, engage, coach and develop team of up to 16 advisors daily• Drive efficiency and high level performance, effectively analysing data to manage and improve underperformance against policies and processes• Develop reporting and change management to deliver results for Key Stakeholders and meet business goals• Manage team performance across multiple channels including online webchat, email, calls and letters • Translate the operation’s vision and strategy into the ‘day to day’ plan for the team to ensure they know what to do, when and how• Regularly maintain customer experience and quality assurance scores to make sure that work completed is compliant and to the highest standard• Analyse department data to identify opportunities to simplify and speed up processes and identify risks and solutions, whilst working towards KPI's• Ensure all policies, procedures and legal obligations are followed as specified by the company• Team Leader of the month award received, ‘Be Your Best’ coaching ambassador within Corporate Sector• Continuous Improvement Bronze accredited• Successfully run end to end recruitment process for department Show less

• Day to day management of Corporate customers telecommunications accounts• Creating bespoke reporting to proactively identify areas of improvement• Keeping composure and professionalism when faced with challenging situations and difficult customer conversations• Working as part of a team to share ideas and create a positive atmosphere within our environment. Regularly liaising with other areas of the business to gain insight and continuously improve my knowledge of EE systems… Show more • Day to day management of Corporate customers telecommunications accounts• Creating bespoke reporting to proactively identify areas of improvement• Keeping composure and professionalism when faced with challenging situations and difficult customer conversations• Working as part of a team to share ideas and create a positive atmosphere within our environment. Regularly liaising with other areas of the business to gain insight and continuously improve my knowledge of EE systems, policies and processes• Consistently achieving the highest scores on my customer feedback surveys and personal quality framework conversations to go above and beyond on my targeted KPIs• Placing equipment orders, managing in-life queries and dealing with end to end customer experience processes as part of an account management service Show less

Corporate Business Sector

• Working as part of a team or as a team leader to complete tasks efficiently in line with targets• Showed initiative to assist team members in handling customers, cash operations and store maintenance• Excellent customer service, communication and collaboration skills• Operated Point of Sale systems• Created attractive merchandise displays with strategic product placement that pulled customers into the store and maximized purchases

• Working as part of a team or as a team leader to complete tasks efficiently in line with targets• Showed initiative to assist team members in handling customers, cash operations and store maintenance• Excellent customer service, communication and collaboration skills• Operated Point of Sale systems• Created attractive merchandise displays with strategic product placement that pulled customers into the store and maximized purchases