- Recruited, trained and coached call handlers following decision to relocate customer service activity.- Created and delivered a plan to have processes documented and reviewed by Compliance, ahead of the implementation date.- Effectively monitored the SLAs by reviewing data on customer call flow and call handler performance. - Implemented forecasting and shift planning tools to ensure customer call demand was appropriately resourced. - Prepared monthly Board reports to document performance, detailing highlights and constraints.- Developed a quality review process and performed effective quality assessments, which provided constructive feedback to improve the knowledge and customer service being delivered.- Built effective working relationships with key stakeholders across the organisation and through this, implemented efficient process change to improve customer experience and reduce operating costs- Prepared a cost forecast and managed this closely to deliver within budget limits agreed

- Lead 6 team managers across front and back office customer service functions, to deliver high levels of customer service. Implemented effective production management and forecasting tools to ensure all customer requests were prioritised correctly in line with regulation and contractual requirements. This service exceeded the SLAs required by the client- Developed a programme for multi-skilling team members, so additional support could be redirected to any peak customer activity. Motivated team members by delivering opportunities for them to be involved with change initiatives, demonstrating belief in their expertise. This resulted in overall team buy-in to these changes- Set up an offshore operation, by taking a team to India to train offshore staff. Built effective relations with the management team and conducted monthly service review meetings. Challenged areas where improvement was needed, such as onshore referrals and worked together with them to deliver better results- Initiated a programme of work to review and address high complaint volumes. Effectively assessed the root cause of complaints and implemented process and documentation change, which resulted in a significant reduction in complaints received. - Followed the customer journey in the call centre and identified service blockers. Invited peers to do the same, to evidence the impact their teams had on customer experience. Delivered training and coaching to call handlers and removed ineffective process steps. Outcome was improved customer satisfaction; reduced call hand-off and improved quality scores- Prepared monthly service reports for the client and chaired the monthly service review meeting. Built a strong relationship with the client to work collaboratively to improve customer experience. Negotiated with the client to discuss instances where reporting an SLA failure felt harsh and was able to influence a positive outcome

- Represented the customer service teams as a Workstream Leader on the implementation of an in-house workflow system, communicating effectively with IT and customer service to ensure workflow steps were accurate and compliant- Organised a training programme to roll out the system to the customer service teams and provided training to team leaders on how to manage work queues effectively

- Led a small team and delivered income generating projects on behalf of our client. These projects ranged from data clean up to implementing process change

- Led a team and implemented change initiatives for Customer Service which were income generating.

- Supported the implementation of production management routines across Customer Services, following the company being outsourced. - Identified efficiencies and cost savings in the Customer Service team and worked closely with the Change Manager Team to implement these changes

- Set up a new team responsible for training new starters to the pensions area. - Developed a training programme for 8 new starters, working closely with the service areas to ensure training and processes were aligned. - Documented processes where no formal document existed- Supervised these new staff for approximately 6 months, before they joined the experienced back office teams.

- Worked my way up to Team Leader in Personal Pensions and lead teams responsible for service delivery in back office administration.