Clare Maslin Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Chatham, Kent, United Kingdom

A new role set up to identify, shape and lead the change agenda within the contact centre to achieve business objectives and meet the changing needs of customers.Managing resources to deliver SLAs and departmental KPIs to meet customer needs at the best cost.Redefining the contact centre in terms of resources and technology, focusing on improving the non voice channel.Collaborating with peers and senior leaders across the bank to align the contact centre to the overall bank strategy.

Project managed, delivering on time, the implementation of GDPR for customer relations ( the biggest change to data protection for 20 years)Defined, devised and implemented all procedures, processes and policies for The Data Rights team, including: Rights Requests, section 78S and Bills of Exchange.Improved the customer journey by reducing rights requests response times from 30 days to 15, while maintaining quality of 85%.Promoted a culture within the customer relations team which reduced the causes of customer friction and improved effective resolution of complaints.Identified emerging trends regarding complaints and ensured appropriate plans and resources were in place for rapid scalability.

Chatham, Kent, United Kingdom

Ownership of all aspects of root cause and remediation activity, leading the agenda and discussion in these areas across the organisation. Delivering business and customer improvements which delivered a 30% decrease in complaints across Customer Service, Collections and Fraud.Lead on implementing quality and assurance frameworks for the complaints process. Using them to effectively improve the customer journey when making a complaint. This reduced the average response time from 17 working days to 13, significantly better than industry average. Customer satisfaction with complaint handling increased by 15%.Designed and aligned complaints training for all operational areas, this included: induction, refresher, annual e-learning and best practice forums. Resulting in 47% of complaints being resolved within three business days. (Increase of 24%)Communication transformation delivered. Designed and implemented a tone of voice and style guide to improve customer communications. This resulted in a 27% decrease of second responses and 12% decrease in FOS referrals.Payment Services Directive 2: lead a team which implemented key changes and themes to process and systems to deliver this regulatory directive for January 13 2018. Under this regulation all related complaints must be resolved within 15 working days, as opposed the regulatory 56.Product owner for the Respond (complaints management system) making sure it supported business and regulatory requirements.Responsible for driving forward a culture change for the customer experience directorate. Leading a project team to improve engagement with success to be measured by improvements in the 2018 employee satisfaction survey.

Soho, London

Shortlisted as Production Company of the Year in 2015 for innovation in screen contentResponsible for developing a brand and marketing communications strategy across all platforms, resulting in increased brand awareness and considerable business growth.Led on website redesign, enhancing content, user experience and functionality.Client work included managing film production and viral campaigns, design, print, production and global distribution of annual reports, featuring the use of video cards.Liaised with clients to understand their requirements and led a team to ensure successful project delivery.Devised engagement programmes to effectively communicate brand and values for clients internal customers and stakeholders. This included the use of digital, film and content marketing.

Eastbourne

Head hunted to design and deliver a quality assurance review of all customer communications, across all channels, generated by Guidewire Claim Center, Policy Center and Billing Center. This included customer journey mapping and analysing individual touch points.Ensured all required information was captured at key points in the customer life cycle while working seamlessly with the introduction of new Guidewire software. Successfully achieved consistency of message, style and presentation.Responsible for operational change, ensuring changes, version control and quality documentation was shared and applied by the correct business area within agreed service levels.Developed a tone of voice and brand guide for the organisation which was agreed by the executive team, to support the development of a communications strategy.Completed a review and analysis of customer service which ensured service improvement for approximately 1,500 staff and provided an improved experience for thousands of customers, while maximising commercial opportunities.

London, United Kingdom

Provided strategic marketing and communication services to support clients deliver their business objectives.

Westminster, London

Devised, developed and managed end to end customer communications, across all channels, to support organisational objectives and improve the customer experience.Proposed, managed and controlled budgets, ideas, themes and timescales for corporate events and internal communications campaigns.External events included, an annual communities day which provided an opportunity for customers to meet staff and learn about changes to the business in a fun environment, quarterly information roadshows,running consultation groups with local residents regarding major works construction and an annual reward ceremony to highlight the work of our customers in the community. Internal events included, quarterly staff recognition award celebrations for 500 staff, corporate roadshows for the executive team to engage and deliver new strategic priorities across the organisation and annual summer and christmas celebrations.Successfully project managed the delivery of the first CWH with the annual employee survey showing a 28% improvement in how staff believed they were communicated with.Assisted in setting up and putting together the 1st CWH women’s network called ‘Creating Balance’, aiming to increase the number of women in senior roles within the organisation. After six months 35% more women are applying for and being successful in internal promotions. Invited to attend a meeting at 10 Downing Street in December 2014 sponsored by a Westminster local Councillor to be part of a project engaging with local residents in the Paddington and Church Street area.Led on a service drive to improve the handling of complaints across CityWest Homes (CWH) which resulted in an 84% reduction in complaints across a five year period.In 2013 won the community initiative award for our 365 Corporate Social Responsibility plan from the National Federation of ALMOs.Led on facilitating enough charitable and community events to do this. Worked in partnership with other organisations, including Starbucks.

Bishopsgate, London

A high level role reporting directly into the office of the CEO. Liaised with global businesses across the Group managing investigations into risks and complaints.Highlighted policy failings by identifying and analysing root causes, resulting in recommended service or procedural changes. Worked with Executives and their direct reports, influencing them to obtain their engagement and implement changes.Led on successfully achieving IIP, in 2008, and achieving ISO 9001, in 2009. This involved researching the requirements and engaging with colleagues to make improvements as needed.

Bromley

Investigated and resolved high level concerns, using learnings to both make and implement recommendations for business changes.Worked across all insurance brands, such as AA, Prudential, Churchill Insurance, Direct Line, and all products, including travel, home, motor and pet insurance.

Bromley

Pioneered and lead on the complaints process for the home Insurance division and then rolled it out across the organisation, with a strong focus on root cause analysis. Providing recommendations to make changes to underwriting, service and process.Directed a remote team of 50 Property Insurance Advisors to investigate complaints.