Joe Shaw Email & Phone Number

Leeds, Leeds, United Kingdom

Key Responsibilities:Customer Journey Design: Lead the creation and continuous improvement of end-to-end customer journey maps. Identify customer pain points and opportunities to enhance the customer experience across all touchpoints.Power Platform Business Design: Utilise Microsoft Power Platform to design innovative business solutions. Drive the development of apps, workflows, and analytics that align with business goals and improve operational efficiency.Dynamics 365 Functional Build: Oversee the functional aspects of Dynamics 365 implementations. Collaborate with technical teams to ensure that the system architecture supports business processes and requirements.

Skipton, England, United Kingdom

Supporting the development of Skiptons digital servicing channels across all distribution functions to ensure Skipton operate in the most productive and efficient manner, retain the human touch where it adds value and support commercial return.

Skipton, North Yorkshire, United Kingdom

Skipton, North Yorkshire, United Kingdom

Key Accountabilities:Carry out ongoing coaching and monitoring on a 1-2-1 basis to ensure team members are fully aware of expectations and standards with regards to providing positive customer outcomes. Ensure sufficient calls are observed to create a framework of continuous improvement for individuals and teams and to promote ongoing development.Efficient management and motivation of team members to improve performance and identify areas for progression through levels and for succession planning in Skipton Direct.Run regular training sessions and workshops to provide team members with adequate tools and skills to perform their role. Ensure regulatory calls comply with the Society’s scripts and defined policies. Handle complaint calls as escalated by team and ensure situations are resolved in the most appropriate way for both customers and Society.Work closely with the wider Service Team Managers to ensure full awareness and support of each other’s roles and provide support and challenge where appropriate. Be responsible for identifying all operational risks and mitigating factors in line with the Group Risk policy for the team.

Skipton, North Yorkshire, United Kingdom

Key Accountabilities:Carry out ongoing coaching and monitoring on a 1-2-1 basis to ensure team members are fully aware of expectations and standards with regards to providing positive customer outcomes. Ensure sufficient calls are observed to create a framework of continuous improvement for individuals and teams and to promote ongoing development.Efficient management and motivation of team members to improve performance and identify areas for progression through levels and for succession planning in Skipton Direct.Run regular training sessions and workshops to provide team members with adequate tools and skills to perform their role. Ensure regulatory calls comply with the Society’s scripts and defined policies. Handle complaint calls as escalated by team and ensure situations are resolved in the most appropriate way for both customers and Society.Work closely with the wider Service Team Managers to ensure full awareness and support of each other’s roles and provide support and challenge where appropriate. Be responsible for identifying all operational risks and mitigating factors in line with the Group Risk policy for the team.

Skipton, North Yorkshire, United Kingdom

Key Accountabilities:Answer incoming customer calls within defined departmental service levels achieving minimum call quality monitoring standards as defined by levels. Ensure knowledge is sufficient to answer queries regarding the Society’s savings, mortgage and protection products and procedures. Open new retail accounts over the phoneIdentify and qualify referrals for financial services or protection reviews where appropriateSupport the branch network via the branch helpdesk across all product areas.  Provide customers with support for Skipton Online Work towards individual key performance indicators as defined by Skipton Direct Management. Provide customers with sufficient information to carry out a mortgage or savings review. Ensure customers are aware of their tax status and their options for tax free savings. Contact customers who have enquired via the Website or other means to ascertain requirements and respond to queriesRespond to secure messages using templates and within service standards.Ensure the most appropriate customer outcome is achieved.Ensure you follow all relevant internal procedures to support the management of Operational Risk and in line with regulatory procedures.

Skipton, North Yorkshire, United Kingdom

Key Accountabilities:Answer incoming customer calls within defined departmental service levels achieving minimum call quality monitoring standards as defined by levels.Open new retail accounts over the phoneIdentify and qualify referrals for financial services where appropriateSupport the branch network via the branch helpdesk. Provide customers with support for Skipton OnlineWork towards individual key performance indicators as defined by Skipton Direct Management. Provide customers with sufficient information to carry out a savings review. Ensure customers are aware of their tax status and their optionsContact customers who have enquired via the Website or other means to ascertain requirements and respond to queriesRespond to secure messages using templates and within service standards. Ensure the most appropriate customer outcome is achieved. Ensure you follow all relevant internal procedures to support the management of Operational Risk and in line with regulatory procedures.