I have experience in leading, motivating and developing a team of 9 Team Coaches to perform and deliver the customer / sales proposition in line with business strategy. I have worked across different Operational functions such as sales, retention, service, outbound and currently lead the key support functions department in Sunderland (motor and home back office team across M>Than and technical referral team) and 4 sales and service teams leading a team of 140 headcount. I have experience in developing business plans to optimise performance whilst delivering results including customer satisfaction through performance management and employee engagement.

Worked as an evening and weekend Team Leader for 5 years. Responsibilities included motivating and developing a team of up to 15 agents to perform and deliver against customer and sales proposition in line with business targets. Time was spent coaching and guiding my team to achieve FCR and deliver brilliant service to customers.

Part of an evening sales and service team, delivering customer and sales results.

Managed various branches within the North East of England responsible for development of staff, performance against KPIs, managing budget and overhead costs. Depending on branch, had between 6 and 15 direct reports ranging from senior Insurance Advisors, claims advisors to administration handlers. Had period of experience as 'Relief manager' travelling across branches in tne NE. Part of this role also including the completing of audits to ensure there were strong controls and completing profit and loss reports with recommendations of closures for non profit making branches.