Dean Rogers Email & Phone Number

Remote

Brighton, United Kingdom

As below but including:• Providing ad-hoc and scheduled technical support for Bank of Ireland admin teams• Reviewing procedures and sending updates to the Technical Team to amend and publish amendments, ensuring ISA Regulations and Treating Customers Fairly are considered and adhered to• Review & closure of Bank of Ireland admin breaches, ensuring that systemic issues are raised and strategies implemented for resolution. This includes detailed feedback to CSR’s across the Bank of… Show more As below but including:• Providing ad-hoc and scheduled technical support for Bank of Ireland admin teams• Reviewing procedures and sending updates to the Technical Team to amend and publish amendments, ensuring ISA Regulations and Treating Customers Fairly are considered and adhered to• Review & closure of Bank of Ireland admin breaches, ensuring that systemic issues are raised and strategies implemented for resolution. This includes detailed feedback to CSR’s across the Bank of Ireland department to prevent potential complaints or financial loss• Taking escalated complaint calls from CSR’s to help provide a first call resolution service and prevent further escalation to the Complaints Team• Stand in for the team manager(s) where required. This involves updating team productivity and utilisation along with resource planning for the team, ensuring both administration and telephone service levels are maintained which includes, attending resourcing meetings and providing additional support to the Bank of Ireland’s admin teams• Being a point of contact for Bank of Ireland for any queries or amendments to Post Office Cash ISAs• Liaising with other managers across the business to request or offer additional support to help with business needs• Responsible for authorising high value claims and signing off Telegraphic Transfer payments. Show less

Brighton, United Kingdom

Resolving customer complaints regarding their Post Office® ISA’s.Use of Flame, Imaging & Workflow, SharePoint, Lamda V5 system & the Complaints database to investigate their concerns in order to provide a high quality resolution by letter or secure message.Using the Optimise system to review calls and obtain correct information to aid in the resolution of complaints and to provide feedback where needed.Making TISA calls to other financial institutes to obtain needed information on… Show more Resolving customer complaints regarding their Post Office® ISA’s.Use of Flame, Imaging & Workflow, SharePoint, Lamda V5 system & the Complaints database to investigate their concerns in order to provide a high quality resolution by letter or secure message.Using the Optimise system to review calls and obtain correct information to aid in the resolution of complaints and to provide feedback where needed.Making TISA calls to other financial institutes to obtain needed information on the status of transferred funds.Ensuring complaint resolutions are in line with the Service Level Agreement.Effective time management to ensure complaints are resolved in a timely manner.Active use of Microsoft Word, Excel, PowerPoint etc.Demonstrating role model behaviour.Use of the e-learn website to keep up to date with any training to ensure the correct financial & technical information is given to customers.Using the Switch functionality to transfer customer ISA’s to new products.Creation and distribution of temporary Ad-Hoc complaint letters to include new FOS guidelines for team use. Show less

Brighton, United Kingdom

Liaising with providers (both hospitals and doctors) and service partners by phone or email to resolve any queries regarding claim payments/statements to help prevent repeat contact. Assessing and adjusting claims up to £10,000 in accordance to internal process when needed in order to help maintain the relationships we have with both in and out of network providers.Active use of Microsoft Word, Excel, Powerpoint etc.Managing escalated provider complaints in line with Treating… Show more Liaising with providers (both hospitals and doctors) and service partners by phone or email to resolve any queries regarding claim payments/statements to help prevent repeat contact. Assessing and adjusting claims up to £10,000 in accordance to internal process when needed in order to help maintain the relationships we have with both in and out of network providers.Active use of Microsoft Word, Excel, Powerpoint etc.Managing escalated provider complaints in line with Treating Customers Fairly guidelines. Investigating potential fraud and reporting it internally to ensure escalation and recoup of funds.Being a direct point of contact for my Team Manager, acting on their behalf to make business decisions in connection to the team, attending morning manager huddles, meetings and balancing the team’s workload to ensure that it fits within the team’s plan.Planning of all team offline time and shifts using the TotalView Workforce Management tool.Attended recruitment days to help interview & recruit new starts to the business.Created quality matrices and implemented quality in Provider Services to bring the team in line with Customer and Healthcare Services.Quality assessed claims, calls and emails for team members and providing constructive feedback, setting clear targets & time frames for achieving this.Supporting new starters & guiding them through the role to make sound decisions. Demonstrating role model behaviour.Writing Best Practice Processes for Provider Relations, enabling the team to unite and work collectively as a team by following one set of processes.Used the call management system to retrospectively pull reports & identify possible trends in call behaviour to ensure offline times are managed effectively in accordance with any spikes in volume.Pro-actively rolled out the launch of Workware Real Time Management to the team, took feedback from the team, attended workshops and provided detailed feedback where needed.Blog writer. Show less

Brighton, United Kingdom

Maintaining control of the Lounge Bar within the hotel and a team of up to 15 staff, ensuring the bar runs smoothly, efficiently and keeping within company brand standards.Recruitment of staff and holding interviews along with training staff on the Hilton values, stock control, tills, operations within the bar area & current licensing laws.Cash reconciliation, cashing the tills at the end of the night, ensuring the floats and banking balance.Helping senior management with any other… Show more Maintaining control of the Lounge Bar within the hotel and a team of up to 15 staff, ensuring the bar runs smoothly, efficiently and keeping within company brand standards.Recruitment of staff and holding interviews along with training staff on the Hilton values, stock control, tills, operations within the bar area & current licensing laws.Cash reconciliation, cashing the tills at the end of the night, ensuring the floats and banking balance.Helping senior management with any other issues & bringing any problems to their attention.Dealing with escalated complaints from customers in order to prevent them from being taken any further. Show less

Manchester, United Kingdom

Managing the four bars within the club and the bar staff, ensuring that the bar runs smoothly and efficiently.Recruiting and training new employees, ensuring they are aware of the current licensing laws, stock control etc.Cashing up the tills at the end of the night and ensuring that the floats are given to senior management.Key holder to ensure swift delivery of stock and to attend in cases of emergency.Helping senior management with any other issues and bringing any problems… Show more Managing the four bars within the club and the bar staff, ensuring that the bar runs smoothly and efficiently.Recruiting and training new employees, ensuring they are aware of the current licensing laws, stock control etc.Cashing up the tills at the end of the night and ensuring that the floats are given to senior management.Key holder to ensure swift delivery of stock and to attend in cases of emergency.Helping senior management with any other issues and bringing any problems to their attention. Show less

Warrington, United Kingdom

Assisting customers with technical and billing enquiries regarding their accounts and mobile phones, identifying their needs to provide a high quality and personal call tailored to the customers needs.Managing customer complaints.Ensuring continual performance improvement and delivery of customer service in line with set Key Performance Indicators.Ability to listen to both customers and colleagues and ask the relevant questions to get the best response.

Warrington, United Kingdom

Aiding the Team Manager as their relief, covering a team of 12 advisors in events of holiday and sickness. This also included disciplinary action, management escalations and overall Team management.Working in the Service Excellence Team dealing with customers on a 1-2-1 level dealing with escalated calls.Liaising with the Office of Gas and Electricity Markets and EnergyWatch to ensure a fair and honest resolution for the company and the customer alike. Providing regular support and… Show more Aiding the Team Manager as their relief, covering a team of 12 advisors in events of holiday and sickness. This also included disciplinary action, management escalations and overall Team management.Working in the Service Excellence Team dealing with customers on a 1-2-1 level dealing with escalated calls.Liaising with the Office of Gas and Electricity Markets and EnergyWatch to ensure a fair and honest resolution for the company and the customer alike. Providing regular support and assistance to the team when needed by ad-hoc coaching and on-the-spot training.Ensuring performance targets are met in line with the Service Level Agreement.Accredited Green Belt in the Six Sigma way of working. Liaising with Team Manager to assist with team issues.Floor walking to cover the new starts and assisting them with calls they may find difficult during their first few weeks in the company. Show less