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 concurrently.• 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.• Compiled a weekly statistics suite with detailed breakdowns of each colleague's quality results, allowing for targeted coaching/support to be given. • Consulted with external party responsible for quality assurance to establish if any trends exist.• Arranged all levels of IT access for new trainees across different IT platforms/programs.• Performed role as point of reference/support for a number of internal and external IT issues.• Involved in the recruitment process for both permanent colleagues and contractors.• Met the differing development needs of permanent colleagues and external contractors.• Managed a number of key stakeholders to ensure that all requirements are achieved/maintained.• Produced Training Strategy documents to be shared with Senior Business Division Leadership Team to outline exactly how the training programme for each project would operate.• Developed and maintained central Statutory Training records to ensure that all Training and Competence requirements were achieved.

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 courses/workshops to cover all training requirements for Customer Service, including Contact Centres.• 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.• Produced training material for other trainers to deliver to the business including the creation of e-learning modules for topics such as in-house 'Train the Trainer' courses.• Developed a 'User Manual' for Contact Centre staff to provide all of the frequently used product, system and process information leading to an increase in service levels and quality assurance.• Designed and rolled out a 'Mystery Shopper' suite for Contact Centre Team Managers to provide consistency and assist with Management Practices when assessing quality of service.• Established effective and lasting relationships with colleagues at all levels from Customer Service Advisers to Senior Operations Managers.

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.