Gemma Smith Email & Phone Number

Nottingham, Gb

Managing the Onboarding Team, ensuring that all apprentices get the best start to their learning.

Nottingham, Gb

Onboarding new apprentices for our clients, starting them on their learning and career development. I have completed a Level 3 Award in Teaching and Education, qualifying me to train and teach others in Retail, Management, Customer Service and Food Related qualifications (those that I am occupationally experienced and competant in).

Bracknell, Berkshire, Gb

I undertook a Level 2 Apprenticeship in Butchery as this was an area of interest, and re-discovered my love for learning while working part time. I was nominated by my training provider for the National Apprenticeship Awards, and went on to win National Apprentice of the Year 2021 in the presence of the Education Secretary and the Minister for Skills.

London, Gb

I was responsible for a team of 16 Premier Relationship Managers, servicing 8000 of the bank’s high net worth customers across Northamptonshire and surrounding area. The Balanced Scorecard based on both service and sales targets were met and exceeded.

London, Gb

Moved to the branch to embed new processes, and provide staff training to turn around the branch’s operational underperformance in audit checks. This resulted in passing audit checks within first 3 months of role and the branch meeting all legal and regulatory requirements onwards.

London, Gb

Coaching new and existing members of staff with training on use of Customer Relationship Management tools and systems to provide personal and tailored contact and service. Completed a project on Customer Satisfaction which resulted in an increase to the Customer Satisfaction Score for the branch and improved the customer experience.

London, Gb

I managed a small branch, ensuring delivery of excellent customer service, meeting sales targets and audit requirements for the branch.

London, Gb

Mortgage Arranger, Premier Relationship Manager, Customer Service Representative, Business Specialist - Ran an organised diary, prioritising duties in order to exceed targets.

London, Gb

Selected as recognition of high performance in branch roles for a secondment to HSBC’s foreign call centres. This involved training new and existing telephone operatives in 1:1 sessions as well as in classrooms in groups of up to 30. This was project-based role, where I helped to review the centres’ procedures from a branch perspective, producing reports with suggestions for updates or alternatives. I was also selected to visit to Kuala Lumpur, Malaysia, and Bangalore, India to compare projects aims/successes.