Managing Residential Contact performance in a multi channel environment across multiple location on and offshore. Delivering performance metrics whilst driving efficiencies and maximising resource. Manage major and minor business incidents, mitigating performance impacts and remain focused on the customer.

• Delivering operational performance associated with resource and demand management, e.g. ASA (Average Speed of Answer) targets, abandonment rates, one and done (first call resolution). • Continually looking for ways to identify and implement changes that will improve operational performance related to resource and demand management. • Pro-actively supporting through own behaviour a working environment that is positive, upbeat and engaging. • Providing visibility to their leadership team of the offline activities required to effectively manage any backlogs of tasks or calls and scheduling clearance plans for the leadership team to own.

- support colleagues with in depth customer queries- write, review and modify current processes to improve performance- analysis customer and advisor data to improve performance and customer experience