Jo Blainey Email & Phone Number

Swansea, Wales, Gb

Swansea, Wales, United Kingdom

Excellent relationship management skills, able to support and build long lasting relationships with brokers and suppliers. Ensuring our supply chain partners represent business values and the brand is protected through their actions, including TCF and legal or regulatory requirements. Liaising with key stakeholders across Heads of function and Procurement teams to manage effective contract terms and supporting contract and renewal processes.• Strong analytical skills, financial and business acumen, I’m able make decisions backed by data and have excellent communication skills, able to share findings with the team, the wider business and supply chain. • Managing the technical performance of various claim type and understand and respond to business results, market, legal and technical developments • Track management information making appropriate recommendations for improvements. • Manage the optimal financial performance of major supply chain contracts including indemnity control, cashflow management and penalty avoidance• Ensure that the company's zero tolerance policy towards counter-fraud is considered in all processes.• Network across relevant markets to develop relationships for the benefit of the group, ensuring that contractual relationship management complies with Procurement best practice

Llansamlet, Swansea, United Kingdom

Effectively lead, motivate and manage the smooth running of teams whilst maintaining optimum efficiency and control of costs. Responsible for the achievement of individual and team targets and objectives whilst constantly striving to improve service and quality standards. • Promote a culture of communication and employee engagement which is instilled into everyday activity.• Develop and coach the team ensuring that levels of competence are in line with regulatory requirements.• Review/monitor teams performance to meet key targets and taking appropriate action to support and exceed individual and team KPI’s. • Ensure complaints are handled efficiently and effectively in line with compliance • Lead by example, identifying and achieving continual quality, business and performance improvement opportunities.• Support cost saving initiatives with the aim of minimising leakage.• Contribute to and follow at all times, the company policy on Treating Customers Fairly (TCF) ensuring it is a part of the organisations culture and behaviours.• Contribute to culture change throughout team and peer groups to ensure alignment with the organisations desired culture through adopting appropriate behaviours.

Cardiff, United Kingdom

Managing and inspiring third-party partners for the delivery of approx. 800+ advisors, accountable for operational delivery, ensuring business goals are agreed and delivered to the necessary standards and timescales. Driving compliance and performance targets through support and guidance, identifying and resolving any potential risks to ensure customers are treated fairly.• Delivered business performance KPIs in Telephony, Complaints, Service and Growth, continually exceeding business targets using excellent Stakeholder management, internally and externally, and working collaboratively.• Ensured compliance was maintained effectively delivering outcomes for customers, maintaining regulatory targets and treating our customers fairly (TCF).• Successfully maintained resource requirements and delivery of performance during periods of fluctuating customer demand, utilising recruitment and the learning and development team.• Implemented continuous improvement in performance and compliance, developed frameworks successfully delivering coaching and feedback to ensure business risks and customer detriment was minimal.• Led and motivated a development culture to ensure Competence and Training policies and procedures were maintained so that staff could continually deliver service excellence.• Motivated and engaged teams to achieve common goals to deliver business values and behaviours, through effective communication. Encouraged staff to share best practice.• Provided feedback and ideas to improve business processes, performance and compliance to minimise operational and regulatory risks.

Cardiff, United Kingdom

Ensured operational teams discussed, promoted and sold products fairly and compliantly in line with business and industry regulations. Worked in partnership with key stakeholders to ensure common goals were delivered through support and guidance, identifying any business or regulatory risks, escalating and imbedding changes to ensure customers are treated fairly and compliantly. Took a positive, constructive and pragmatic approach to QA with an emphasis on collaboration and good execution • Led, motivated and managed the quality output of operational teams, delivering coaching to drive service excellence, supporting business growth and compliance regulations • Create a positive team culture through building strong relationships. Leading a team of coaches, helping to keep them motivated and engaged towards the common goals in customer safety and business compliance measures, motivating teams to give feedback and ideas for continuous improvement. • Build relationships across operational teams and manage key stakeholders, working closely with all levels providing performance outputs, identifying risks and making recommendations to support delivery of compliance and industry regulations• Drive a development culture, proactively and effectively identifying different skills and knowledge gaps, sharing best practise, giving clear coaching and feedback to improve competence and team development around service excellence

Cardiff, United Kingdom

Inspired and led by example, to coach and develop a team in delivering customer service excellence in line with business objectives and growth strategies, driving a culture where customers were treated fairly and a right first-time approach. Motivated a team to become customer advocates who met or exceeded the customers’ needs. Monitored and assessed performance, setting clear objectives, targets and development plans to ensure continuous development and ensured training is provided in order to attain and maintain the required competency.• Delivered exceptional customer service through effective coaching, listening to customer calls, providing feedback and delivering appropriate and timely coaching to enhance the customer experience.• Motivated teams, supporting them to understand what excellent customer service looks, sounds and feels like, striving to provide the highest level of satisfaction results.• Successfully managed complex and/or escalated queries and complaints to ensure they were resolved timely, anticipating and preventing risks• Ensured absence and wellbeing within the team was managed effectively to help support personal and business needs for resourcing

Cardiff, United Kingdom

Excellent listening and communication skills, providing the correct resolutions for both customers and the business through a mixture of inbound and outbound call handling and process Experts roles• Manage customer relationships, recognising vulnerability and emergency situations through individual service needs, whilst delivering a world class customer service• Personal service excellence role for multi account holders, ensuring excellent service and one point of contact, building rapport with valued customers• Trainer for new starters, helping to build confidence and imbed their learning before entering the call centre environment• Handling of complex enquires and complaints, ensuring resolution is met with customers, rebuilding trust in the brand whilst delivering the right customer outcomes • Developing others within the team supporting Team Manager providing coaching and feedback.