Positive Outcomes are an award winning national training provider, specialising in apprenticeships and work-based learning. We are ranked as one of the top 10 independent providers of training in the UK and we are consistently recognised for our high calibre apprenticeships and management training through numerous awards and accreditations. Including a recent ‘grade 2’ awarded by Ofsted.I work with apprentices and companies to explore government funded opportunities across Nottingham and nationally. We provide apprentices into many and varied roles and have lots of fresh, ambitious young people who want to develop, learn and gain a qualification.We ALSO offer a variety of training programmes government funded, suitable for a range of employees, from senior managers to support staff across a range of sectors, building on professional development and personal skills to enhance career opportunities.The qualifications we offer are:• Business Administration• Customer Service• IT• Team Leading• Management• Retail• Estate Agency• Warehousing & Storage• Sales• Hospitality The training courses are designed by Positive Outcomes’ Training, Development & Quality department and are delivered to your staff by our Training & Learning Advisors. To ensure cost effectiveness and convenience, our training courses are delivered in-house at pre-agreed timescales, to ensure that they fit within your business requirements. Positive Outcomes will support your apprentice on their journey into the world of work helping them to develop their skills and achieve a nationally recognised qualification OR help to up skill existing staff.

• High level of experience in handling of incoming calls from customers and 3rd parties as well as making outbound calls to our customers to discuss their financial needs • Conducted full financial reviews with customers in financial difficulty to accurately collect information• Used appropriate open and probing questioning techniques in order to carry out relevant needs analysis and to understand their true financial position to provide fit for purpose solutions• Ensured the highest level of customer service was provided, whilst at all times using negotiation skills to aid financial solutions to suit both the bank and the customer needs • Ensured any complaints were handled correctly. Accurately logging and investigating using resources available and liaising with other departments. Calculating compensation and refunds where applicable to resolve. Writing responses to be issued to the customer using appropriate language• Undertook compliance checking within the team to ensure bank policies were being followed and accuracy was at the required level• Regularly attended Root Cause Problem Solving sessions to identify areas of improvement and create realistic resolutions to the areas of concern identified• Amending credit files to ensure they are up to date, correct and that customer’s future financial applications are not affected• Looking for ways to continually improve the customer experience through LEAN

supporting customers to repair faults with their computers and set up additional equipment over the telephone.