Joe Walker Email & Phone Number

England, United Kingdom

Brighton, England, United Kingdom

Managed a team of 12 to ensure best-in-class service levels and the delivery of KPIs, including complaint resolution and call answering metrics. Enhanced the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations were met across all communications. Day to day people management responsibilities including, coordinating work, checking and approving deliverables and the provision of career development opportunities, training and mentoring. Developed process improvements to enhance efficiency and effectiveness of department operations. Managed relationships with a broad range of internal and external stakeholders. Regular reporting and analysis of departmental performance for the senior management team.

Brighton, United Kingdom

Established and developed a brand-new team, implemented a new customer focussed quality framework. Managed a team of 11 Quality Consultants to ensure accurate auditing. Managed relationships with key senior stakeholders. Conducted monthly trend and insight reporting and led meetings on root cause analysis. Facilitated calibration sessions to promote alignment and engagement between the quality team and the business operation.

Managed the complaints inventory and planning within the team to ensure complaints were answered within the regulatory time scale. Managed a team of 16 complaint handlers, ensuring they responded to complaints fairly and accurately, delivering a positive customer outcome after things had gone wrong. Daily complaints reporting and analysis of inventory.

Insurance, Certificate

IF1: Insurance, Legal & Regulatory, IF7: Healthcare Insurance Products, I11: Introduction to Risk Management

Bachelor'S Degree, English And American Literature With Creative Writing, 2:2