Diljit Singh Email & Phone Number

Fulwood, Gb

Preston, England, United Kingdom

As a Team Manager in the Customer Relations department for the past 18 months, I have successfully led my team to achieve the highest performance within the department, maintaining a 97% engagement score with 100% participation.Key Accomplishments:Team Leadership & Daily Management:One of my key contributions was introducing a cross-departmental escalation process to address complex cases that required urgent resolution. By bringing together various teams, we were able to collaborate more effectively, leading to immediate improvements in case handling and, most importantly, delivering faster and more effective solutions for our customers.Managed the team’s caseload, ensuring all cases were handled efficiently and in line with HomeServe guidelines.Actively supported my team to consistently meet and exceed key KPIs, including Quality, Productivity, FOS upheld, and Telephone resolution targets.Ensured daily activities were accurately updated via DOR and closely monitored to stay on track with planned schedules.Team Development & Growth:Guided my team in conducting fair, consistent, and thorough investigations of complaints, ensuring compliance with HomeServe standards.Identified talented individuals within the team and led them on development paths that promoted progression and success.Recognised skills gaps and implemented tailored training solutions, resulting in demonstrable performance improvements.Maintained the requirements of the HomeServe Training & Competence scheme, ensuring both my team and I remained fully competent.Provided additional support to individuals not meeting performance standards, managing them in line with HR processes.Collaborated with the QA team to analyse quality scores, offering constructive feedback to enhance team performance.Ensured the team consistently met the standards set by HomeServe and the Financial Services Authority.

Walsall, England, United Kingdom

Concluding my recent opportunity to stabilise the claims department at our head office in Walsall, despite my current location being in Preston, the past year has been a fulfilling and impactful journey. Here are some key achievements:Successful Stabilisation of the Claims Department: I am proud to have played a significant role in successfully stabilising the claims department, contributing to its operational efficiency and overall success.Leveraging 9 Years of Experience: Drawing from my nine years of experience in various roles within the department, from claims advisor to coach and then manager, proved invaluable in addressing challenges and guiding the department effectively.Key Driver in Tackling Punctuality: Recognising the importance of punctuality, I took the lead in driving initiatives that significantly improved punctuality within the department.Knowledge Sharing and Best Practices: Actively sharing best practices with my peers, including insights into HR cases and day-to-day management, I served as a point of contact, fostering a collaborative and supportive work environment.Continuous Skill Enhancement: Utilising my time at the head office, I proactively enhanced my own skill set through collaboration with managers from other departments, including Customer Service Managers (CSMs).Highly Engaged Team with Consistent Performance: Through effective leadership and engagement strategies, I cultivated a highly engaged team that consistently delivered strong performance.Despite the challenges of travel, maintaining 100% attendance and punctuality for 12 months reflects my commitment to fully taking advantage of the opportunity presented. This experience has not only allowed me to contribute significantly to the claims department's success but has also been a platform for continuous personal and professional growth. I look forward to leveraging these experiences in future endeavors.

Preston, England, United Kingdom

I have been able to identify new, and build existing, internal and external relationships to aid the effectiveness of my business area.I have partnered and collaborated with key stakeholders across the business to align my team with the wider company strategy and mission.Consistently deliver operational KPIs, which include Grade of Service, abandonment rate and other key initiatives.Managing teams upwards of 15 employees to deliver KPI's that include Service Levels and Quality metrics whilst maintaining excellent engagement results.Playing a pivotal role in successful recruitment campaigns and help with the onboarding process. Skills•Inclusive leadership•Effective communication•Psychological safety and trust•Emotional intelligence •Goal orientated•Growth mindset

Preston, England, United Kingdom

Focusing on the development and growth of individuals whilst ensuring business safety within a regulated environment is met.Identifying trends then delivering targeted performance coaching to ensure the business requirements are met and potential is maximised.Skills•Promoting the power of positive language •Being a good listener•Strong communication skills•Attentivness •An ability to identify strengths and weaknesses in each employee•Knowing how to make expectations clear and reasonable and utilising coaching models such as SMART, SAID and GROW.•Willingness to improve others•Adopt alternative coaching options

Preston, England, United Kingdom

•Proven to be thorough, analytical, methodical, confident, and decisive. •Being able to follow business processes whilst delivering an effortless customer journey and exceeding KPI metrics.•Being able to use my own initiative. I have demonstrated to show tact sympathy and patience when dealing with claimants who are upset, shocked, or distressed and maintain a calm and professional approach.•Being able to work efficiently through the businesses' peak periods whilst maintaining excellent customer service.•Commiting to overtime during business peak periods and contributing towards business shortfalls, ensuring service levels are met.

Business/Commerce, General, Distinction / Distinction

Activities and Societies: I have learnt the key functions of all businesses through financial accounting and management, the key practices.

Education record