Jay Druce Email & Phone Number

London, England, Gb

Home Counties

Home Counties

We are on a mission to be the partner of choice for developing people and their communities. Reed in Partnership is a public service provider specialising in skills training for the long-term unemployed, increasing employment opportunities by working with employers and providing youth services.

South London, England, United Kingdom

Responsible for up to 7 Business Managers, and 36 Territories across South London and Kent.Conducting regular one to ones, setting smart objectives, providing feedback, coaching and support. Conduct regular oversight on Quality assurance. Responsible for the Business Managers performance management of their teams to ensure that training, development and coaching needs are being appropriately identified and acted upon, and any conduct or competence issues are being… Show more Responsible for up to 7 Business Managers, and 36 Territories across South London and Kent.Conducting regular one to ones, setting smart objectives, providing feedback, coaching and support. Conduct regular oversight on Quality assurance. Responsible for the Business Managers performance management of their teams to ensure that training, development and coaching needs are being appropriately identified and acted upon, and any conduct or competence issues are being manage effectively and, in a manner, which focuses on quality of interactions and achieving fair customer outcome.Providing training on compliance regulations, SOPS, KPI’s, company policies and procedures.Responding to customer dissatisfaction trends and ensuring appropriate complaint handling. Responsible for ensuring customer complaints are followed up in line with the business’s policy and procedures. Required to conduct oversight to identifying triggers of Financial Difficulty or Vulnerability and ensuring the relevant member of staff has referred in line with the Policy. Identifying any subsequent trends and taking action to rectify. Responsible for teams full adherence to the standard operating procedures, legislation, regulations, H&S, company policies and procedures through location Audits Show less

Responsible for 11 Quality Assurance Managers across the South of England. Providing clear Guidance, to ensure all Colleagues understand their roles and responsibilities. Training sessions conducted for Quality Assurance, treating customers fairly, conducting reviews, and providing feedback. Providing Support, coaching and guidance through regular Dual Visits and Monthly 1-2-1’s.Expected a high standard of consistency, Team engagement and accountability… Show more Responsible for 11 Quality Assurance Managers across the South of England. Providing clear Guidance, to ensure all Colleagues understand their roles and responsibilities. Training sessions conducted for Quality Assurance, treating customers fairly, conducting reviews, and providing feedback. Providing Support, coaching and guidance through regular Dual Visits and Monthly 1-2-1’s.Expected a high standard of consistency, Team engagement and accountability. Reviewed the consumer Credit Sourcebook (Conc4) to implement changes to collections activity within the Business. Conducted extra Quality Assurance to highlight trends and implement new ways of working. Supported Senior colleagues with the design and implementation of the Collections check sheetsPlayed a Key role in the project that Lead to Brighthouse receiving full FCA authorisation Show less

BrightHouse was the largest rent-to-own company in the United Kingdom, regulated by the FCA.I was responsible for a location with an annual turnover of £1,500,000 and 1200 Customers. Managing a Team of 2 Deputy Managers, 6 Sales advisors and 3 Customer Account Advisors.-Measured performance through weekly reviews, monthly 1-2-1’s and Annual PDR’s.-Managed underperformance with Objectives, Coaching, Support and regular feedback.-Provided extra support for those consistently… Show more BrightHouse was the largest rent-to-own company in the United Kingdom, regulated by the FCA.I was responsible for a location with an annual turnover of £1,500,000 and 1200 Customers. Managing a Team of 2 Deputy Managers, 6 Sales advisors and 3 Customer Account Advisors.-Measured performance through weekly reviews, monthly 1-2-1’s and Annual PDR’s.-Managed underperformance with Objectives, Coaching, Support and regular feedback.-Provided extra support for those consistently Underperforming with a performance improvement plan. Highlighting specific areas of improvement and detailing how the progress will be measured. Ensuring the actions were achievable, realistic and within the colleague’s skillset. -Implementing POS, merchandising. -Consistently delivering high standards. Expecting all products to be desirable, accessible and available. -Conducted Monthly training on Products, customer service, arrears management and note taking. - Planned Holiday effectively, managed sickness, absents and achieved 0% Labour turn, over the course of two years. -Ensured Compliance for Arrears and Lending through Quality Assurance checks.-Conducted monthly Health & Safety reviews.-Weekly Inventories were required to eliminate loss. -Overseeing the Handling of customer complaint. Show less

BrightHouse was the largest rent-to-own company in the United Kingdom. Deputy Manager in the Largest Store in the Region. Managed a Team of up to 6 Sales Advisors. Selective list of duties> Conducting Weekly Reviews > Conducting Monthly Reviews > Target setting > Performance Management > Coaching > Product training > Weekly Schedules > Holiday planning > Health & Safety > Weekly Stock Management > Shop… Show more BrightHouse was the largest rent-to-own company in the United Kingdom. Deputy Manager in the Largest Store in the Region. Managed a Team of up to 6 Sales Advisors. Selective list of duties> Conducting Weekly Reviews > Conducting Monthly Reviews > Target setting > Performance Management > Coaching > Product training > Weekly Schedules > Holiday planning > Health & Safety > Weekly Stock Management > Shop Floor merchandising > POS Implementation > Supporting Existing Accounts > Processing New applications > Converting online leads > Customer Retention> Complaints Handling Show less

BrightHouse was the largest rent-to-own company in the United Kingdom.Selective list of duties> Supporting Existing Accounts > Processing New applications > Converting online leads > Customer Retention> Complaints Handling > Shop Floor Merchandising > Support with New store Opening