Emily Moses Email & Phone Number

Principal Office The Bailey Skipton North Yorkshire

Placement one- Operations team (Sept-Dec 2016)Placement two- Resource Optimisation and scheduling team (Jan-Apr 2017)Placement three- Digital intranet and knowledge (Apr- Sept 2017)Placement four- Corporate Communications (Sept 2017 - Feb 2018 Placement five- Proposition team (March 2018- present)

Keighley, West Yorkshire, United Kingdom

In August 2015, I joined the Keighley Branch which is approx 12 miles away from the Skipton head office. Although I was still working with customers, the environment was different. I had to learn how to handle cash, how to keep myself and colleagues safe and take ownership of the branch’s audit checks whilst retaining a professional manner with our members. I would offer support to other branches if they were short staffed and needed the cover.At first, I started on the counter serving… Show more In August 2015, I joined the Keighley Branch which is approx 12 miles away from the Skipton head office. Although I was still working with customers, the environment was different. I had to learn how to handle cash, how to keep myself and colleagues safe and take ownership of the branch’s audit checks whilst retaining a professional manner with our members. I would offer support to other branches if they were short staffed and needed the cover.At first, I started on the counter serving members, helping with their queries. After courses, role plays, shadowing and lots of practising I was signed off to open accounts and complete enquiries. This is where customers would discuss their financial situation with me, after listening and identifying their needs I was then able to explain everything Skipton had to offer so they could make an informed decision about what product/service they would use to achieve their financial goals.I was also the branch’s customer experience champion. I regularly checked the branch’s customer experience scores, identified areas of improvement and worked with my colleagues to improve them week on week. I met with other customer experience champions in my region, shared best practices and worked on projects together. Proudly, after our efforts, we saw a great improvement in our scores.During my time in branch, Skipton integrated with one of its subsidiaries, ‘Skipton Financial Services’. Operating under the Skipton Building Society brand, the integration enabled customers to receive all their financial services needs from one business, offering an end-to-end financial solution. As a result of the integration I was able to learn more about the world of investments. As grew in confidence, I was able to discuss an alternative to cash savings to our members.Being present within the community we also supported a number of charities and were often a donation point. Show less

Skipton

I joined Skipton Building Society in September 2013 after leaving school. I worked in Skipton Direct, Skipton’s customer contact centre.After shadowing the various Mortgage, Savings and Subsidiaries’ (Skipton Financial Services- now part of the Building Society following integration in August 2016) investment teams, I quickly picked up on all the processes and I had built a good understanding of how the world of finance worked. I started in the 'outbound review team'. The team’s… Show more I joined Skipton Building Society in September 2013 after leaving school. I worked in Skipton Direct, Skipton’s customer contact centre.After shadowing the various Mortgage, Savings and Subsidiaries’ (Skipton Financial Services- now part of the Building Society following integration in August 2016) investment teams, I quickly picked up on all the processes and I had built a good understanding of how the world of finance worked. I started in the 'outbound review team'. The team’s sole purpose was to engage with members and encourage footfall into our branches. Having meaningful conversations with our members, I was able to identify ways in which we could help and go the extra mile for the best customer service. It was a fast-paced environment, myself and all my colleagues worked different shifts so communication was key. It was extremely rewarding building lasting relationships with members and being able to help those that were vulnerable and learning how to handle those situations.As part of the wider distribution team, we spoke to our branches and back office investment admin teams on a daily basis. In 2014, after noticing some gaps in communication, one of my personal objectives was to work closer to the branch network to improve the customer experience. I focussed on our branches in the London area to start with. I was their key contact for queries, we would share best practices on a weekly basis and I took it upon myself to communicate my findings with the rest of my team. After a matter of weeks we saw positive results and my efforts were recognised by the Society when I was nominated for the ‘trusted colleague’ Star Award in 2015. Show less