Claire Tolhurst Email & Phone Number

Warrington, England, United Kingdom

Liverpool, England, United Kingdom

Responsible for monitoring and overseeing customer interactions to ensure service excellence and fair outcomes are achieved in line with Consumer Duty requirements. Provide coaching support to the Senior QA and Operations Management team to deliver continuous improvement for customers and the business in line with the Conduct Rules and standards. Undertake thematic reviews and complete root cause analysis on different aspects of the customer journey to establish any potential… Show more Responsible for monitoring and overseeing customer interactions to ensure service excellence and fair outcomes are achieved in line with Consumer Duty requirements. Provide coaching support to the Senior QA and Operations Management team to deliver continuous improvement for customers and the business in line with the Conduct Rules and standards. Undertake thematic reviews and complete root cause analysis on different aspects of the customer journey to establish any potential issues and make recommendations for improvement.Ensure compliance to policy and procedure in order to minimise conduct risk exposure and support commercial focus.Attend weekly call calibration meetings to identify any training/process gaps, support with solutions and track through to resolution.Support Operations with process/procedure documentation including procedure writing and annual review process.Maintain an awareness of relevant changes through the FCA and related industry bodies to ensure that internal process are aligned. Show less

Manchester, England, United Kingdom

Responsibilities:Responsible for critiquing calls, complaints from customers, the wider business and due diligence as well as working with the business executives and management team to support the delivery of a live call audit status and a compliant culture.Reviewing and auditing calls made by the telemarketing and sales teams. Assessing calls against the internal sales methodology and providing detailed feedback to support findings to ensure quality metrics are being… Show more Responsibilities:Responsible for critiquing calls, complaints from customers, the wider business and due diligence as well as working with the business executives and management team to support the delivery of a live call audit status and a compliant culture.Reviewing and auditing calls made by the telemarketing and sales teams. Assessing calls against the internal sales methodology and providing detailed feedback to support findings to ensure quality metrics are being met.Preparing and reviewing completed call feedback and communicating this to the telemarketing and sales teams.Reviewing call complaints and liaising with the leadership team for agreed outcomes.Listening to all complaint calls and liaising with the necessary parties.Maintaining a thorough understanding of the sales colleague role requirements, including forthcoming changes and their potential impact on the call review process.Achievements:Consistently achieved quality monitoring competence standards and key quality and productivity performance metrics on an on-going basis in line with internal expectations.Thorough understanding of the Quality Assurance framework and the application of the key principles in relation to the call review process.Participate and provide direction in calibration sessions and appeals to ensure a consistent approach in measuring and reporting quality monitoring outcomes. Supported the leadership team in delivering new ways of working through trials and other sales focused initiatives. Show less

Cheshire

Responsible for delivering quality monitoring interventions across a number of departments within the Customer Management Centre (Customer Care, Customer Services, Vulnerable Customers, Fraud and Underwriting).Carry out quality assurance checks on all types of customer contact - measuring compliance and procedural standards/adherence in line with FCA regulations and guidelines. To accurately capture and record quality monitoring outcomes in line with quality assurance processes… Show more Responsible for delivering quality monitoring interventions across a number of departments within the Customer Management Centre (Customer Care, Customer Services, Vulnerable Customers, Fraud and Underwriting).Carry out quality assurance checks on all types of customer contact - measuring compliance and procedural standards/adherence in line with FCA regulations and guidelines. To accurately capture and record quality monitoring outcomes in line with quality assurance processes and procedures.Provide feedback and insights to colleagues to help drive the timely completion of all remedial action, improved quality standards and continuous improvement across the function.Ensuring compliance and adherence to all relevant FCA regulations and internal policies and procedures - TCF (Treating Customers Fairly), Financial Crime and Data Protection guidelines and regulations.Delivering positive customer outcomes through the quality assurance framework.Responsible for achieving quality assurance standards and performance measures. Show less

Cheshire

Working as part of a specialist team I was responsible for conducting full and thorough investigations relating to 2nd line and escalated customer complaints. Liaised with customers and responded to escalated complaints – ensuring positive customer outcomes. Created clear and concise responses to customers explaining the outcomes of their complaints.Working to the highest standards to treat customers fairly and adhering to FCA guidelines.

Cheshire

Responsible for managing the performance of a team of 16 Customer Service Advisors to deliver positive customer outcomes. Coached and supported colleagues to improve performance and achieve weekly KPI’s (AHT, ACW, Quality and Adherence).Responsible for managing absence and other HR related activities including disciplinary, conduct and health reviews.Responsible for driving engagement, motivation and nurturing talent within my team.Completed all associated… Show more Responsible for managing the performance of a team of 16 Customer Service Advisors to deliver positive customer outcomes. Coached and supported colleagues to improve performance and achieve weekly KPI’s (AHT, ACW, Quality and Adherence).Responsible for managing absence and other HR related activities including disciplinary, conduct and health reviews.Responsible for driving engagement, motivation and nurturing talent within my team.Completed all associated administrative tasks including advisor pay. Show less

Working within a fast paced and extremely busy contact centre environment I delivered an exceptional level of service to all customers by listening to concerns and responding appropriately. Responded to a wide variety of customer queries relating to the Argos Card. Processed payments in a secure and compliant manner.

Education record

Diploma, Sports Therapy