Gavin Perrottet Email & Phone Number

Aylesbury, GB

Croydon, England, United Kingdom

Croydon, England, United Kingdom

Croydon, United Kingdom

• Main Achievements
• Responsible for all training needs and requirements from induction through to procedural/process changes for a Financial Services industry review and a Lloyds Banking Group investment review, both of which were running.
• Successfully inducted and supported 184 trainees over a two year period, the majority of which are highly qualified and experienced contractors, in achieving and maintaining competence.
• Managed multiple intakes of new starters and upskill training simultaneously, with trainees working at different paces and with differing levels of understanding/ability.
• Involved in the testing and build of bespoke IT systems developed specifically for a project and developing 'User Guides' and in house training, in order to reduce costs.
• Worked with subject matter experts to ensure that all training material and delivery covers the necessary content.

• Main Achievements
• Worked alongside Training and Development Manager to creat and launch a dedicated training environment for both the Halifax Financial Services and The Equitable Life brands, with a comprehensive suite of training.
• Designed and delivered workshops on a range of topics including Treating Customers Fairly, Business Retention, Dealing with Difficult Situations and Written/Verbal Communication.
• Built a platform for the ongoing colleague development of approx 250 colleagues, working as part of a small, yet highly effective and multi talented team of four.
• Ability to be given a topic or establish a training need and put together a complete training program to meet that need and cover all areas of the training cycle.
• Provided support and guidance to internal communications team during peak times.

• Main Achievements
• Monitoring of calls with the Customer Contact Centre for both The Equitable Life Assurance Society and Halifax Financial Services brands,
• Ensured compliance and Treating Customers Fairly requirements are met.
• Always achieved monthly productivity targets (e.g. number of calls to monitor and colleagues feedback provided to).
• Provided coaching and support to colleagues around the quality of service provided.
• Dealt with escalated calls from customers/3rd parties and resolution of complex cases and complaints.