Deri Thomas Email & Phone Number

Ensure the successful day-to-day operation of services in the Coventry Direct Contact Centre and reception points by managing a team of Customer Services Advisors and/or Customer Service Specialists, continually assisting the department to meet departmental and corporate targets for telephone, face to face and electronic service delivery.Manage, coach.

Responsible for forecasting, analysis and reporting of advisor numbers and shift patterns within the Corporate Customer Contact Centre and satellite points, across multiple access channels including telephone, e-mail, internet and face to face. Assist in setting performance levels and standards, and lead in the analysis and reporting of performance against.

Interpret complex queries/problems that are generated by contacts from customers in order to generate solutions to meet the customers’ needs.Manage specialist or escalated calls from Customer Services Advisors as and when required. Ensure that feedback is given to the advisors to assist them with future enquiries of a similar nature.Assist the Team Leader.

Ensure the timely delivery of quotations for both existing life and pensions policies, including maturity and surrender values.Provide change quotations for both existing life and pension policies so customers can make decision regarding their financial planning.Provide calculations for a variety of claims on contacts, including death, maturity and.