Hayley F. Email & Phone Number

Bedfordshire, Luton And Milton Keynes, United Kingdom

Last year CHS Healthcare helped over 20,000 people to get support, when and where they needed it. We bring together the NHS, Social Care, providers and families to arrange care for people in their homes or in the community. We are the UK’s largest provider of operational support for NHS Continuing Healthcare. Our purpose is to help everyone to live their lives as fully as possible.As the Scheme Manager for BLMK I led a team and supported clients who funded their own care, were eligible for Continuing Healthcare or required temporary respite or rehab placements. We worked with multidisciplinary teams to free up capacity in acute and community settings, with the needs of clients and families at the core of our decision making.

Northampton, United Kingdom

Reporting directly to the HR and Compliance Director, I monitored compliance procedures across 9 branches as well as managing the sales performance and development of approximately 30 employees based across the Midlands and East Anglia.The developments I made within the compliance function led to the creation of 3 further roles reporting directly to me; Compliance Officer, Training Manager and Compliance and Resources Officer. As part of my department's growth, I also took on the management of complaints and customer feedback in order to improve the company’s online presence and ensure timely investigation and resolution of any issues raised.

Cambridge, United Kingdom

Northampton, United Kingdom

• Reporting and system administration within tight deadlines• Reports created included: Daily performance against KPIs, Weekly and Monthly KPIs and Monthly Debt Reports• Running the departments weekly ledgers• Generating letters and text messages to customers in arrears• Completion of company and director credit checks• Agency Management – Exporting overdue accounts to external agencies and managing the relationship with those agencies. • Field Agent Management - Preparing daily ledgers for field agents nationwide, as well as managing their calendars to promote efficiency for priority accounts.• Litigation Assistant – Monitoring payment plans set up by the Litigation Team as well as preparing court paperwork for CCJs and Charging Orders.• Training and coaching new and existing department members.

As a collections advisor I was initially responsible for:• Collecting mortgage arrears – Targets were cash collected, calls handled and call quality• Dealing with financial difficultiesAfter a year I was promoted to Senior Advisor which added the following additional responsibilities:• Taking on difficult call handovers• Motivating my team to reach targets• Assisting with training and coaching new and existing advisors.In 2008 I gained promotion to Team Coordinator. This role changed continuously, requiring me to adapt quickly in line with the needs of the business.• I conducted 1-2-1s with team members• Carried out call quality checks• Collated results for the department• Trained and coached new starters• Assisted team leaders to set up Performance Improvement Plans, and advisors with Personal Development Plans• Dealt with complaints over the phone and in writing.• “Super User” of all new systems and processes regarding the merger with the Portman Building Society. Once processes had been finalised and tested by myself, I was responsible for rolling them out to the entire department.

Northampton, United Kingdom

• Customer Service• Team LeadershipSkills: Organisation, Prioritisation, Communication, Problem Solving, Initiative, Decision Making, Training, Coaching and Approachability.

Accounting And Finance, Accounting And Business/Management

Activities and Societies: Mature Students AssociationManagement Accounting, Financial Reporting, Financial Management, Financial.

Accounting And Financial Management, Business And Economics

Activities and Societies: Mature Students Association & Mature Student Buddy/Mentor.Financial Accounting, Accounting in Context.