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, motivate and review a team of Customer Services Advisors and Customer Service Specialists in line with Service Level Agreements (SLA's) and Customer Service Standards agreed with Senior Management, ensuring the team shares knowledge, works flexibly and participates in team-based activities.Be responsible for matters relating to discipline, grievance and competence, lead in staff appraisal and assessment schemes.Manage contacts escalated from Customer Services Advisors and Customer Service Specialists that are complex or problematic, ensuring that staff learn from the resolution of the contact.Assist in the improvement and development of the Coventry Direct, including the redesign of service delivery for services integrated with Coventry Direct, highlighting risks and issues associated with the changes to the service delivery.Identify staff training needs and organise training and development for Customer Services Advisors and Advisor Specialists.Maintain good working relationship with back office department specialists in relation to customer service and attend and report on Service Level Agreement meetings with the departmentsLead in the effective communication of appropriate information to others and assist in cross-department initiatives.

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 these, including the identification and resolution of operational issues.Responsible for the development of service level agreements with specialist department managers, and monitor and report performance against these.Provide information to be used in regular team and staff performance reviews.

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 in the day to day running of the team, including distribution of work and feedback on performance of Customer Service Advisors.Assist in the development of new systems for use within the Corporate Customer Contact Centre, ensuring that testing of systems is through and relevant feedback is given to the ICT team. Provide details to colleagues of any changes in practice and provide training to colleagues as and when relevant.

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 surrender calculations.Provide written explanations to queries raised by customers on a number of issues regarding the valuations and performance of their policies.Maintain and update a number of Excel spread sheets used to assist in the calculation of quotations and claims, ensuring that any changes in rates are updated quickly and accurately.Assist in the development of new systems used for providing quotations for customers, ensuring that testing of systems is through and relevant feedback is given to the ICT team. Assist in the testing of changes in bonus and annuity rates.Provide details to colleagues of any changes in practice and provide training to colleagues as and when relevantResponsible for identifying process improvements, with a view to increased efficiency for the organisation and enhancing the overall customer experience