My role includes the below;- Managing and improving my own performance and aspiring to reach my stretch goals. - Handling a high volume of calls on a daily basis and ensuring they are all complaint and to an extremely high standard. Providing a 'one call resolution'​. - Completing monthly one to one's with others on my team to discuss current performance. - Providing peer to peer coaching and assisting the department with training colleagues. - Investigating complaints, written and verbal in line with the FCA requirements and ensuring treating customers fairly. I also handle live escalations of certain complaints by other departments.- Liaising with various departments and external parties regarding a customers queries. - Providing customers with options about potential treatment pathways. - Handling and assessing extremely sensitive information about customers and ensuring all are safely placed onto the systems. - Creating and implementing new projects within the department.