- Achieving over 97% average pass rate for motor and household insurance training- Providing facilitated learning sessions and encouraging group participation- Recognising and adapting material to focus on different learning styles- Auditing delegates/colleagues to ensure compliance with business and FCA regulations- Delivering courses ranging from inductions to personal/business development- Praises and celebrates success openly- Managing delegates through their induction with one to ones, time and absence management- Holding difficult conversations through management experience and first point of contact for new starters

- Project Management - Headhunting exceptional candidates for roles within the company- Conducting telephone screenings to progress or decline application- Forwarding candidate details over to stakeholders for decisions- Organisational and administration tasks including arranging interviews with candidates/stakeholders- Responding to candidates with interview outcomes - Following company procedure for compliance regarding new candidate start dates

This role involved working closely with my own and department team leaders to hit company stats for sales. I was regularly put forward for projects - one of which was a huge project called Project Evolution (an in house search system for front line staff).Main Responsibilities included:Coaching and development for new and existing staffHolding difficult conversations Effective complaint handlingRepresenting the company with offsite coaching and developmentStanding in for Team LeadersExceeding KPI's in all areas

I joined Hastings Direct in 2012 after looking for a secure full time position where there would be opportunities for progression. Within the first 2 months of hitting the live call center environment I won Top performer for 'Top X' conversion (this was a company who transferred warm leads to Hastings Direct). Main duties included:Delivering excellent customer serviceHitting KPI's in all areas such as95% Grade of Service<30 seconds Wrap and Hold75% Ancillary conversionImplementing changeEncouraging team to hit target