• Being responsible for service and performance for the customer contact team.• Working with other assistant managers across the business to ensure a seamless journey for an effective service for the customer.• Implementing and the delivery of compliance and quality control.• Reviewing complaints and how we can better understand the customer need and how we continue to monitor how we are dealing with customer concerns, making sure that all complaints are dealt with, with consistency in mind.• Identifying best practices and keeping the team up to date with legislation.• Recognising the need for the business, team and customers. • Carrying out 121’s, having real conversations and having in the moment feedback.

• Managing up to 20 consultants, in a busy sales and service environment.• Develop and coach each consultant to tailor their individual needs.• Managing KPI’s to make sure the departments expectations are met.• Supporting the Operations Manager with the daily running of the contact centre.• Delivering 121’s, mid-year and end of year reviews.• Conducting and making formal decisions in absence and performance meetings.• Creating workshops which are ran each week to help improve the way we work.• Being on top of compliance and making sure the team the understands the importance of this.• Leading my own operation within the department to success – building relationships with partners.• Managing and conducting recruitment to help build our department.• Winning the Ageas VIP award twice for my hard work and commitment. Also being nominated for the Annual Ageas UK Stars Award.• Systems – Avaya CMS and IEX to manage the departments activity to meet SLA’s.

• I moved to Endsleigh Insurance to progress my career in to management. I joined as a senior claims handler which exposed me to leading a team, project work and auditing the business model.• I also manage a case load of between 50 and 80 cases, dealing with claims from notification stage to negotiating settlement with other insurers and solicitors• I managed handlers’ targets making sure that KPI’s were met. • I took opportunity to use my time coaching individuals to get the best possible results. • As the senior handler I was responsible for resolving escalated complaints.• Handling complexed credit hire cases to reduce costs and reduce failure.• Helping handlers achieve passing their probation periods.• Auditing the business model to reach our desired destination.• Building a fantastic relationship with our legal team to improve our recovery rate.

• Handling up to 350 claims at one time, in the claims department. • Investigating and resolving liability through excellent verbal and written communication.• Handling litigation when cases have been referred to solicitors for court proceedings.• Success in recovering the businesses losses.• Reduce failure by working more efficient when it comes to tight time scales.• Successfully implementing one of our partnerships.• Trusted to authorise cheques and organise colleague’s workloads in the managers absence.• Being consistently 100% compliant within my work.