Stephen Heath Email & Phone Number

Field Based

Golden Charter is a market leader in later life planning including pre-paid funeral plans and legal services. With more than 250 employees and 25 years’ experience in helping people take care of their funeral arrangements and later life planning needs, Golden Charter is the expert when it comes to planning ahead.The success of our business is down to our people and our priority is making Golden Charter a great place to work. We recognise potential, providing opportunities that fit an individual’s skills and talents, and ensure the right support is in place. Opportunities for promotion within Golden Charter are commonplace with over 50 internal promotions in the last 2 years. Our commitment to our people, and our innovative thinking, has contributed to us becoming an industry-leading organisation.

Birmingham, United Kingdom

My primary role is to lead and motivate a team of 12 relationship coordinators who are responsible for diary management, appointment booking and administration support for 40+ financial advisers. My key responsibility within this role includes:-• Day-to-day management of team to ensure achievement of all key KPI’s, including Diary and lead management.• Build and maintain long lasting working relationships with key personnel throughout the business.• Manage and monitor the delivery of a professional and high quality service to all customers both internal and external.• Analyse & Produce daily, weekly & monthly MI in order to identify performance trends and variations.• Develop and mentor relationship coordinators to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify training needs within my team by remote, side by side call monitoring and admin checks.• Set and develop SMART objectives for my team to ensure that they constantly strive to improve performance.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings including energisers, sales performance discussion with sharing of best practice within team.

Birmingham, United Kingdom

My primary role was to lead and motivate a team of 10 immigrations advisors taking in an inbound/outbound call centre.• Identify training needs within my team by remote and side by side call monitoring• Set and develop SMART objectives for my team members to ensure that they were constantly striving to improve their performance• Develop and mentor advisors to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings including energisers, sales performance discussion with sharing of best practice within team • Handle complaint calls and provide feedback of issues to individuals.• Ensure effective communications of procedural updates were cascaded in an effective and timely manner.• Ensure that all complaints and enquiries assigned to myself and to my team members are completed within the agreed SLA

Sales Development Manager (Midlands Regional Branch Network) 01/09 - Present The primary role is to manage, train, coach and influence over 100 sales professionals within 50 branches of the HSBC branch network to exceed sales revenue target of £2.5 million through the sale of life, protection and general Insurance products. My key responsibility within this role includes:-• Creating quarterly business plans in partnership with regional management• Providing appropriate sales support tailored to needs and competencies of the regulated sales force and retail banking.• Manage own diary and schedule regular branch and frontline staff visits to check competency, skill set and knowledge of all advisors and managers. These visits typically includes running sales meetings, sales training, product knowledge workshops, presentations, phone coaching, pre-customer meeting preparation, customer meetings, joint customer calls, observation during sales process, ad-hoc underwriting support.• Writing and delivery of bespoke training material to increase both the knowledge and sales skills of all key staff within the midlands area.• Ensure the delivery of AOP sales target for life protection and general insurance products.• Driving and implementing insurance sales strategy • Promoting and enhancing the brand and image of HSBC in the insurance product proposition• Leading and championing effective sales tactics.• Producing Daily, monthly and quarterly specialist Management Information Reports to keep management updated with business performance and key product sales results.• Produce and run web-ex and classroom based training support for all new system and product changes as and when appropriate.

The primary role was to manage, train, coach and influence over 200 call centre staff to exceed an annual sales revenue target of £3 million through the sale of life, protection and general Insurance products. My key responsibility within this role includes:-My key responsibility within this role includes:-• Devising quarterly business plans and key actions in partnership with call centre management• Writing general and bespoke training material around product knowledge, system training, customer’s service and sales skills.• Writing and development of all sales scripts for both the UK and India.• Schedule regular team and direct sales staff visits for sales coaching, training, product knowledge workshops, presentations, phone coaching, and sales activity management.• Devising and implementation of key product sales incentives and initiatives.• Delivery of on boarding training sessions for all new personnel.• Provide appropriate sales training and coaching support tailored to needs and competencies of the call centre sales force.• Take part in relevant project management around new systems and processes including some six sigma work.• Ensure the delivery of AOP sales target for life protection and general insurance products.• Driving and implementing the call centres insurance sales strategy.• Leading and championing new and effective sales tactics and techniques. • Providing daily, monthly and quarterly specialist Management Information Reports to keep management updated with business performance and results.• Taking part in key personnel interviews and assessment days.

Call Centre Team Manager - Inbound Referrals Team 07/05 - 01/06The primary role was to lead, Train, Coach and motivate a team of 15 inbound loan sales advisors taking referrals from credit card and retail finance customer service departments to achieve loan sales of circa £24million pa.The key activities undertaken within the above team manager roles includes:-• Scheduling work hours to meet needs of the business by evaluating call times and volumes.• Identify training needs within my team by remote and side by side call monitoring• Set and develop SMART objectives for my team members to ensure that they were constantly striving to improve their performance• Develop and mentor advisors to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings which consisted of energisers, sales performance discussion and sharing of best practice within team • Maintain accurate records for my team’s performance and attendance including sickness and holiday.• Handle complaint calls and provide feedback of issues to individuals.• Ensure effective communications of procedural updates were cascaded in an effective and timely manner.• Ensure that all complaints and enquiries assigned to myself and to my team members are completed within the agreed SLA

Call Centre Team Manager - Broker Team 09/04 - 07/05The primary role was to lead, Train, Coach and motivate a team of 15 outbound loan sales advisors taking referrals for unsuccessful Alliance and Leicester loan customers and convert them to achieve loan sales of circa £12 million pa. I won the Sales Academy Competition 12 months in a row and received a paid trip to Malaysia.The key activities undertaken within the above team manager roles includes:-• Scheduling work hours to meet needs of the business by evaluating call times and volumes.• Identify training needs within my team by remote and side by side call monitoring• Set and develop SMART objectives for my team members to ensure that they were constantly striving to improve their performance• Develop and mentor advisors to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings which consisted of energisers, sales performance discussion and sharing of best practice within team • Maintain accurate records for my team’s performance and attendance including sickness and holiday.• Handle complaint calls and provide feedback of issues to individuals.• Ensure effective communications of procedural updates were cascaded in an effective and timely manner.• Ensure that all complaints and enquiries assigned to myself and to my team members are completed within the agreed SLA

Call Centre Team Manager - HVLR 08/02 - 09/04The primary role was to lead, Train, Coach and motivate a team of 10 outbound loan sales advisors calling existing Hamilton Direct loan customers with low interest rates to offer increases in their existing loan facilities to achieve loan sales of circa £18 million pa and general insurance penetration of circa 45%.The key activities undertaken within the above team manager roles includes:-• Scheduling work hours to meet needs of the business by evaluating call times and volumes.• Identify training needs within my team by remote and side by side call monitoring• Set and develop SMART objectives for my team members to ensure that they were constantly striving to improve their performance• Develop and mentor advisors to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings which consisted of energisers, sales performance discussion and sharing of best practice within team • Maintain accurate records for my team’s performance and attendance including sickness and holiday.• Handle complaint calls and provide feedback of issues to individuals.• Ensure effective communications of procedural updates were cascaded in an effective and timely manner.• Ensure that all complaints and enquiries assigned to myself and to my team members are completed within the agreed SLA

Call Centre Team Manager - Core Loans 06/01 - 08/02The primary role was to lead Train, Coach and motivate a team of 8 outbound loan sales advisors cold calling existing credit card and retail finance customer to achieve loan sales of circa £12 million pa.The key activities undertaken within the above team manager roles includes:-• Scheduling work hours to meet needs of the business by evaluating call times and volumes.• Identify training needs within my team by remote and side by side call monitoring• Set and develop SMART objectives for my team members to ensure that they were constantly striving to improve their performance• Develop and mentor advisors to achieve their Performance Related pay objectives, through daily coaching and dedicated monthly one to ones.• Identify and address any performance issues or slippage from targets within my team and ensure that action plans are in place.• Run daily team meetings which consisted of energisers, sales performance discussion and sharing of best practice within team • Maintain accurate records for my team’s performance and attendance including sickness and holiday.• Handle complaint calls and provide feedback of issues to individuals.• Ensure effective communications of procedural updates were cascaded in an effective and timely manner.• Ensure that all complaints and enquiries assigned to myself and to my team members are completed within the agreed SLA

Outbound Sales of loans and Insurance to existing retail finance customers.Responsible for annual loan sales of £1.2 million and cross sales of payment protection insurance of 45%.

During this period I held a number of management roles within J.Sainsbury plc including:Customer Service Manager - Managing a customer service team of 6 individuals and checkout team of over fifty individuals.Produce Manager - Managing a team of 10 people and Ordering and merchandising goods for busy produce department.Provisions Manager - Managing a team of 8 people and Ordering and merchandising goods for busy provisions department.Stock Control Manager - Ordering stock for the store.

Education record

Education record