Dual role from quality delivering changes on an underperforming campaign to drive customer satisfaction in line with glidepath set after reviewing current performance and objectives, working with clients to understand blockers and drive solutions and recommendation to improve customer journey, creating WBR packs to share with wider business. Senior Team Manager position managing a small team of claims handlers to resolve customer issues in a timely manner to drive customer satisfaction and deliver fair customer outcomes in line with PSA guidelines, completing coaching, 121`s and daily activities through performance management and retention.

Responsible for the creation of UK Compliance Accuracy Department and management of its daily operations. Oversee and motivate a team of 6 professionals to meet the demands of operational compliance and drive a best in class service for customers.• UK Compliance led for outsourcing sales offshore, designed and delivered training material to reduce costs and risks to the business. Delivered on plan, developed train the trainer to reduce ongoing costs for wider rollout.• Shaped changes to compliance monitoring through stakeholder management from proof of concept to training and rollout to ensure all parties were motivated to deliver results.• Proactively identified areas of needed improvement through quality controls and reporting. After identification, improvement techniques were used to the redesign and implementation of continuous improvement model to exceed business demands.• Managed pro-active risk log with operational managers, reduced business risks by 30% by evolving new customer guides and simplification of processes.

Inspire and motivate a team of 14 auditors to ensure delivering results in a clear and precise manner in line with compliance framework, driving performance through effective coaching and developing their core skills to add value to them and the business.• Increased performance by 14% through motivating individuals and identifying gaps within their knowledge or own processes.• Headed up a test and learn group within the team to identify efficiencies to reduce waste within processes, saving the area of 22 hrs in lost time.• Highlighted future risks within sales processes to protect customers and the brand.

Monitoring residential sales interactions with customers and providing feedback to operational areas, supporting new starters to the area, through training and coaching them through the end to end process. Exceeding all KPIs set by manager to deliver results.• Highlighted risks within guidance documents against new regulations introduced to ensure fair customer outcomes were delivered.• Quality checked 12 auditors’ workloads to ensure knowledge, systems performance aligned to company standards.• Deputizing for manager as a product and process expert to ensure team exceeding KPi`s.

Field audit role carrying out Energy sure assessments on 140 sales agents and 7 Team Managers across the country creating reports and identifying potential risks to our new acquisitions, implemented a manager accreditation to reflect their role and drive compliance performance, customer fraud visits and operational investigations reporting to senior management on issues identified. • Field audit reviews on 7 TM`s, 140 sales agents, improved performance by 31% through mentoring and motivating individuals to deliver a best in class service.• Customer visits for fraud investigations conducted 28, with a 98% success rate on interactions against alleged fraud committed by sales agents. • Designed an accreditation process for mangers to ensure compliance breaches were mitigated and rolled out to all regional areas within the UK.

Tasked with developing an under-performing team of 12 agents to achieve KPI`s set by the business, through training, coaching and developing individuals and creating an effective team dynamic, 61% increase in sales achieved, sourcing and costing in venues and Rota management. Recruitment and training of new staff.• Performance management to drive value for the business, £120000 increase in sales on previous year.• Venues planning reduced cost by 18% by maximising sales through insight and customer trend analysis.• Top performing sales team within the area for 4 months running and return on investment.