My role is varied and enables me to focus on a range of skills, including quality assurance, coaching, critical thinking, continuous improvement and RCA of customer journeys. I am primarily monitoring customer interactions within customer operations, against a framework, and providing meaningful feedback and coaching to feed into both advisor and business development. Vulnerable customer SME, developing how the operation supports customers with extra support needs, using process reviews, customer journeys, coaching and insight to improve customer experiences and business understanding. Customer service advisor onboarding, sign off and ongoing coaching, to develop professional growth and excellence in customer service delivery. This includes assessing operational needs, writing training material, planning training journey and delivery training sessions covering process, product, complaint and customer services skills.

Wesleyan is an accredited Institute of Customer Service (ICS) Centre.As part of this I completed 4 ICS qualifications-CommunicationsSolutionsInnovationsCoaching Partaking in these qualifications bought a deeper understanding of customer service and the impact of my actions on all key areas- my customers, the business, my colleagues and my own development.This holistic view enhanced the way I perform in my role and enabled me to encourage others to embrace the qualifications and applying a holistic approach to their interactions.I went on to be become a coach for the ICS programme, supporting my colleagues to understand their professional goals and work with them to achieve these, through an ongoing coach/coachee relationship. I am an ICS assessor and assess colleagues, internal and external, upon completion of the programme qualifications. This involves preparing for the assessment using the prepared logs, holding the assessment and writing the feedback including the assessment outcome. I also support colleagues in their role as customer service advisors to develop their call handling skills by providing real time, one on one, coaching sessions and creating a plan to create focus and accountable, SMART actions. I am motivated to support colleagues to reach their professional potential and build a relationship that will allow them fulfil their goals.

I have been an active member of the gender network since the inception of my organisations E,D & I networks.I am passionate to help deliver gender parity and explore ways in which the business can improve working practices and the environment for the benefit of everyone. I want everyone to come to work feeling confident and comfortable to be their true, authentic selves, and my role within the network is be an ear to listen and and a voice to impact positive change.This role is challenging, evolving and exciting and I consider it a privilege to represent my colleagues.To date the role has involved -Organising International Women’s and Men’s day eventsWomen centred charity events and supportIntroducing key note speakersAttending E, D & I networking eventsAttending workshops to better understand my colleagues realities and needsReviewing data to make informed decisions and goal settingPosting on the organisations internal social platform in order to promote gender focused activity and encourage engagementReviewing employee policies and providing feedback

Experienced and passionate in delivering exceptional customer service.Supporting customers, via a range of communication methods, with their financial products.Building long standing relationships and putting my customers at the heart of my decisions to deliver the best outcomes for them and the business.Customer centric and focused on ensuring the processes and experiences my customers receive are outstanding and best practice.

A voluntary role providing mentoring to inspire and empower girls from the least advantaged communities.It was my absolute pleasure to work with and support a secondary school student, helping them to navigate exams, career decisions, work experience, confidence building and explore what their future could look like, equipping them with skills to prepare them for the next key stages in their life.