Colin Bushell Email & Phone Number

Derby, England, United Kingdom

In early 2020 I joined Firstsource, a 3rd party out-source solutions provider where I took on my role as a Sales Manager (customer experience leader) within their Sky retentions department. My position began with heading up teams in a busy call centre, and later due to the Covid pandemic, I had the opportunity to utilise my previous experience in a peripatetic role to continue to lead the team to success in a work from home capacity. During my time at Firstsource I have been responsible for… Show more In early 2020 I joined Firstsource, a 3rd party out-source solutions provider where I took on my role as a Sales Manager (customer experience leader) within their Sky retentions department. My position began with heading up teams in a busy call centre, and later due to the Covid pandemic, I had the opportunity to utilise my previous experience in a peripatetic role to continue to lead the team to success in a work from home capacity. During my time at Firstsource I have been responsible for leading teams of mixed experience and abilities, supporting their training, development and daily management.KEY RESPONSIBILITIES:• Provide clear direction and leadership to the Sky retentions campaign and support the wider operational goals.• Ensure regulatory compliance is adhered to in line with Ofcom requirements, consumer credit and TCF.• Coach and mentor team members in the principles of providing excellent customer service, whilst developing and managing an internal call quality programme to ensure a culture of excellence across the team. • Provide insight and analysis of team performance for quality and sales targets to help drive higher performance across the team.• Make decisions regarding operational activities to enable the business to reduce potential risk to the customer, client and their ability to meet contractual service level agreements.• Analyse working processes to identify best practice and develop new methodologies to improve productivity and service delivery in conjunction with other key stakeholders.• Oversee complaint handling to ensure all issues are handled in line with regulatory guidance and client expectations. Show less

Nottingham, United Kingdom

As part of the global compliance team I work alongside colleagues reviewing Worldpays policies and processes in line with local, and international regulation. The aim is to complete risk and regulatory assessments across Worldpay-FIS business activities, products and processes to validate compliance with applicable laws and regulations, detecting and reporting any regulatory violations, weak controls or other potential areas of exposure and agreeing remediation plans with key stakeholders.

Nottingham, United Kingdom

I lead a team of 7 Quality and Compliance Analysts conducting monthly QA reviews of the Worldpay UK Small to Medium Enterprise and Small Corporate sales operation. This included Telesales operations as well as monitoring and training a remote Field-Sales team. I developed, shaped and defined the SME Sales Quality agenda in the sales operation and was accountable for delivering continuous and sustainable sales performance in line with regulatory requirements.

Nottingham, United Kingdom

Leading a team of 8 Quality Assurance Coordinators to ensure regulatory compliance, as well as an adherence to internal quality standards. Reporting, and coaching where necessary to provide improvement where needed.