Greg Burke Email & Phone Number

Leading complaints handlers, coaches and specialists in two locations across Europe (London and Budapest).I developed and implemented new complaints processes and procedures.Enhanced root cause analysis; as well as the feedback cycle, to ensure corrective actions and process improvements were being made off the back of complaint themes.Owned and reviewed budgeting and forecasting for the complaints function.Played a key role in ensuring we were able to get voluntary jurisdiction with the FOS (Financial Ombudsman Service) and built solid relationships with the GFSC.Created KPI’s and OKR’s for the whole function, which aligned with the businesses growth goals, but still kept fair customer outcomes at the heart of what we did.

London, United Kingdom

I managed a team of leads, complaint handlers, seniors and analysts.Through a combination of people management, improved processes and root cause analysis, I was able to reduce our complaint response times from 8 weeks to 4. As well as reducing our queue size by well over 50%.Implemented new complaint progression model, to ensure focus is always on providing the fairest customer outcomes.Responsible for investigating FOS complaints.Responsible for complete overhaul of the complaints QA process.

London, United Kingdom

Leading a team of Account Developers at the UK's number 1 pet insurer, Petplan.Managing relationships between Petplan and the UK’s leading veterinary groups and animal charities. Tracking performance through effective relationship management.Delivering service excellence throughout all customer touch points and ensuring strong liaisons with the national field sales team and internal operations teams.Driving further partner acquisitions as well as growth of existing partner relationships nationwide.I also successfully lead and delivered a nationwide merchandising project for the implementation of IDD.

London, United Kingdom

Delivering KPI’s consistently over a number of years with a team of 10-15 Petplan customer care associates. A proven track record of coaching and developing my team and department to excellence. Strong stakeholder management at all levels of the business.Lead Recruitment Ambassador. Facilitated assessment centres and lead interviews across various business lines.Allianz Retail Leader of the Year 2016.

London, United Kingdom

Facilitation and delivery of internal operations training programmes; ranging from 1 day courses up to full month long inductions.Collaborated across operational functions to identify training needs, create and refresh training material with the end goal of ensuring that the training is having the greatest impact on our colleagues learning. I was also the departmental ambassador for innovation and drove this across our Brentford and Bristol sites.

London, United Kingdom