James Dutton Email & Phone Number

Stoke-On-Trent, United Kingdom

Since March 2015 I have been a Team Manager within Ageas. A list of my responsibilities, experiences and skills;• Utilising strong communication skills to liaise with internal departments such as; Resource & Planning, Credit Control and the Customer Relations Team• Responsible for managing the teams quality monitoring, adhering to business expectations and FCA guidelines• Showcasing strong time and workload management skills to ensure all work is dealt with in a timely and concise manner, in-line with FCA guidelines• Vastly experienced in coaching team members in all areas of performance, including; rapport building, objection handling, general sales/service and complaint handling• Responsible for Risk Management – raising risk crystallisations when required to protect both customer and business interests• Complaint handling in line with business and regulatory guidelines, treating customers fairly throughout• Proficient in using Management Information alongside MS Word and Excel for generating reports, varying from; staff sales to staff efficiency• Experienced in dealing with staff performance, through the effective use of development plans• Strong writing abilities to contact both internal & external customers via email or free format letter• Know-how in organising and leading meetings• Multitude of experience in dealing with Absence and Performance Management• Management experience in the following insurance brands; General Motors, Kwik Fit and Toyota Motor Insurance• Mentoring consultants in the use of our complaints software (iCasework) • Excellent note and minute taker

Stoke-On-Trent, United Kingdom

During October 2011, Ageas acquired General Motors as a partner. I was given the opportunity to move into this newly formed department as support and experienced hand to help newer and less experienced staff. During this time I learnt many differing skills from the art of rapport to the ability to sell our products, whether this be the additional ancillary products or the annual car insurance policies we sold. The experiences from both my time as a customer advisor and a sales consultant helped mould myself into a more rounded and better balanced worker who could sell but also provide a world class service whilst still adhering to my sales targets and any other work that was provided by the working hierarchy.

Stoke-On-Trent, United Kingdom

My first role within Ageas was to work as a customer service advisor, this entailed providing excellent customer service to our external and internal customers. Providing a good service is not satisfactory, the service must be world class and memorable, this is something I'm incredibly passionate about. I have a track record of providing excellent service this is shown through my high quality check scores which were always above the industry standard. I've also received great feedback and numerous nominations for employee of the month during my time as a customer adviser for the service I provided.