Emma Brewerton Email & Phone Number

Cardiff, Wales, United Kingdom

• Employing the Change Implementation Framework to ensure business readiness, to accept change and ensuring all processes, training solutions and assets are updated accordingly and in line with business governance.
• Ensure stakeholders understand the rationale and benefits of change, creating engagement, buy-in & readiness to accept change whilst addressing any issues or concerns in a timely manner.
• Manage the business readiness roadmap in partnership with key business stakeholders, and by ensuring active monitoring, adjustment, communication and escalation points are clearly defined.
• Run regular and timely status review meetings with key stakeholders, working or steering groups, influencing and driving decision making and ensuring documented outputs are in place.
• Escalate any projects that are in jeopardy to the Senior Business Change & Implementation Manager and appropriate Steering Groups and make recommendations to resolve issues and challenges affecting the delivery timeline.
• Monitor and review change post implementation and continually support the business in learning, capturing and measuring return on investment.

Cardiff, Wales, United Kingdom

• Assist the QA Manager in the collation and reporting of QA information by completing the required number of checks each month for all the Mortgages and Savings teams at Hodge. Provide constructive feedback to the.
• Ensure records of all QA checks are maintained in an accurate and timely manner and identify training needs, control gaps and control failings and feedback to the relevant business area.
• Attend relevant forums and committees to provide updates on QA work and findings.
• Support the compliance culture of the organisation by identifying any compliance, conduct and operational risks and escalate appropriately in a timely manner.
• Develop and maintain an up-to-date knowledge of regulatory requirements related to the business products and services, including an understanding of all groupwide and departmental policies and procedures and being.
• Regularly review all QA material to ensure they are still relevant to the roles and responsibilities of the Retail function.

Cardiff, United Kingdom

• Outcome Tester/Academy Trainer
• Conducts thorough quality checks at all stages of the PPI complaints process, from logging right through to redress. Strives to achieve outcomes that are fair to the customer and satisfactory to the bank. In seven.
• Identify and support vulnerable customers. These customers are need of empathy, compassion, and extra support. Emma’s 100% personal quality scores are a testament to how well she handles these cases.
• Responsible for distributing daily caseload to outcome testers. Tracks competencies of complaint handlers going through their new process journey. Reports these figures to management team daily based on work to.
• Personally, conducts daily huddles with the team to share best practice and develop professional relationships with the outcome testing operation and allowing the team to raise queries.
• Motivate and mentor outcome testers and complaint handlers, offering praise for good performance and providing constructive feedback on areas they could improve in.

Cardiff & Basingstoke

• Product Manager: Motor, Home Emergency & Home Insurance
• Identified competitors and conducted research into the products and services they were offering. Provided feedback and product recommendations to department heads based on her findings.
• Reviewed and approved commercial marketing materials across multiple channels and many different facets of the business to ensure they adhered to FCA regulations.
• Represented product team at cross-departmental meetings. Spoke in front of senior execs to apprise them of new product developments and answer any queries they had.
• Also liaised with key stakeholders and attended weekly product meetings with Senior Product Manager, Product Director, and company COO.
• Utilised call centre experience to support sales staff and inform decisions being made about contact centres at head office. Having worked as a Customer Advisor for more than a decade herself, her input was greatly.

Cardiff, United Kingdom

• Sales Team Manager:
• Responsible for managing a team of 15; handled recruitment, oversaw training, organised and / or offered coaching where necessary, to ensure all sales and quality assurance targets were being met.
• Under her direction, this team was recognised for its outstanding sales record and attention to customer service. They achieved 85% fair customer outcomes and met commission targets of £3k per FTE.
• Additional HR responsibilities included conducting formal investigations and disciplinaries for unauthorised absence and poor performance.
• Worked closely with key stakeholders and senior management teams, demonstrating ability to communicate effectively on all levels and a willingness to collaborate to achieve best results.

Cardiff, United Kingdom

• Training Officer
• Designed training procedural manuals containing both text and graphics for distribution at workshops and seminars.
• Delivered training sessions using a variety of different mediums to get the information across. Interspersed formal lectures and group discussions with team role playing exercises.
• Recorded training sessions and evaluated efficacy of techniques and used findings to tweak and retailor next sessions.
• Scheduled sessions around a variety of external factors, including availability of space, teams, equipment, and where applicable, other instructors.

Cardiff, United Kingdom

Cardiff, United Kingdom

Customer advisor roles within Insurance contact centre.Sales, Service, Claims

Leadership Programme

Nvq Level 3 Management