Jay Lomax Email & Phone Number

Liverpool, England, United Kingdom

Liverpool, England, United Kingdom

● Held numerous roles within the company, including Quality Control, and Complaints Handler, but due to commitment and achievements, gained a promotion to Team Leader● Continuous reviews of telephony reports to assess outbound call volumes to ensure numbers are consistent with production activity● Demonstrate strong adaptability skills by developing and embedding contingency plans to redirect focus on areas of the business at short notice● Accountable for the training and direct management of personnel, maximised productivity through ongoing performance monitoring and review● Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity● Regularly analysed workload and team productivity to plan resources to ensure efficient departmental delivery● Undertook observations to performance manage members of the team, whilst ensuring all cases were worked accurately and in compliance with FSA Regulations, to ensure a fair outcome is achieved for both the Customer and the Bank● Promote compliance to GDPR regulations when managing sensitive customer information ● Conduct numerous key financial tasks, including approving contractor invoices● Enhance customer journey by ensuring customer complaints and DSAR requests are completing end-to-end following bank process maps, identifying errors and feeding back to case handlers● Cascade process changes to colleagues promptly, adapting working styles to align with group policies and guidance● Managed and investigated complex PPI claims and complaints; liaised directly with customers to collate and analyse information to enable a thorough and unbiased investigation, ensured a complete record of all information gathered was maintained● Built a detailed investigation using the customer’s testimony, evidence held on file and rationalised any decisions made and calculated any redress due where required

Liverpool, England, United Kingdom

● Identified new and innovative ways to create new revenue streams at every possible opportunity through face to face sales demonstrations and hosting B2B events● Managed customer strategies that targeted customer segments to drive acquisition and retention● Developed and managed a high performing team, continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s● Completed key administration tasks, including workforce management planning, payroll, weekly sales figures and transaction validation, stock control, banking validations of discounts, deposits, invoices for B2B activity, cash purchases, and labour costs

Education record

9 GCSEs Grade C and above including English, Maths and ICT

Education record

A’ Levels in Biology, Chemistry and Archaeology