Hannah Clitheroe Email & Phone Number

Wolverhampton, GB

• Designed and developed the PEXA UK Quality Assurance Framework
• Observing, auditing and quality testing PEXA’s onboarding due diligenceand maintenance procedures and reviewing the regular audit checksto ensure all customers remain compliant with KYC, Sanctions andAML checking
• Conduct regular monitoring, quality testing and reporting of all customerservice-related activities and people, identifying areas of weakness oradditional training required
• Work with the Training Manager to ensure all training materials arecontinually enhanced to support quality assurance
• Assist the Support Team with process and procedural change reviews,ensuring all are delivered to the required standards set out in thePEXA UK’s policies
• Ensure all Operational team controls are logged and control attestationscompleted in a timely manner

Wolverhampton, England, United Kingdom

Solihull, England, United Kingdom

• Managed the Quality Assurance Team within Vehicle Finance operations who provide provision of first line quality assurance services across the Vehicle Finance business departments including Collections, New Business.
• Select and quality assess collections and customer services calls and operational processes in line with the QA framework
• Ensure collections and customer services calls are monitored and constructive feedback supplied to staff and managers
• Conducted thematic quality checking across call centre and operational teams to quality assure service delivery, assess risk, undertake gap and trend analysis
• Improve call handling and customer service processes, developing call handling and QA frameworks
• Work with stakeholders ensuring quality standards and expectations are met.

Telford, Shropshire, United Kingdom

Managed Customer Experience Managers (CEMs) across region to deliver excellent customer service, being there for our customers when they needed us to be. Responsible for the oversight and management of Customer Experience Managers, servicing customers in Telford, Stafford, Stone, Rugeley, Uttoxeter and other surrounding areas both face to face and.

Wolverhampton, United Kingdom

Responsible for the oversight and management of Team Leaders, Customer Service Agents and Administration Staff, ensuring both telephone queries and administration tasks reach targets for efficiency and quality whilst ensuring all functions operate smoothly with SLA guidelines Other responsibilities include - Stakeholder Management and building lasting.

Wolverhampton, United Kingdom

Effectively manage colleagues within The Quality Assurance team, responsible for the completion of operational testing, sampling call quality and processing tasks. Ensuring compliance with the Bank’s instructions, standards and reporting requirements together with all regulatory and statutory requirements, and ensure those are embedded within the.

Wolverhampton, England, United Kingdom

• Lead various teams within Lending operations including Sales, Underwriting, Mortgage Processing and Customer services. Responsible for reviewing and processing customer mortgage applications over the telephone, also.
• Effectively manage work flow by ensuring team capacity reflects our daily demand. Ensure our service levels are maintained by having the right amount of resource available at all times.
• Provide monthly 1:1s and regular coaching sessions to maximise team performance, ensuring all individuals have a clear smart action plans tailored to achieve personal development goals.
• Build and maintain strong relationships with key stakeholders within LBG and externally.
• Support business changes and ensure the effective implementation of change within the business area. Question, challenge and identify ways to make things simpler for customers and colleagues.
• Ensure team complies with Policy and adheres to Group conduct risk standards by completing weekly operational testing, sampling call quality and application processing tasks.