John Talbot Email & Phone Number

Role: leading all teams supporting members (and their representatives) experiencing a bereavement.Winners of Unsung Heroes Award at Nationwide Annual Awards 2021.

Swindon, United Kingdom

Cheltenham

Role: leading the inbound contact centre service department, covering mortgage and savings products. Responsibilities: leading up to 100 heads via 8 Team Managers and across two sites. Working as part of a cross-site leadership team, responsible for over 1 million customer contacts per year (inbound calls, secure message, social media and email).As a senior member of the leadership team, liaise with colleagues across five operational sites to devise operational plans, deliver exceptional customer service, drive process improvement and improve colleague engagement.Leading strategic projects across the Customer Service function and operational lead for the colleague process improvement forum. Achieved CCA Global Standard Accreditation.Budget management for contact centres totalling £3m pa. Deputy for Directorship budget totalling over £30m pa.

Cheltenham

Role: promoted to senior leadership role following the merger of Call Centre Support team with branch-focussed Sales Support department. Responsibilities: identify and respond to areas for improvement in sales processes. Develop sales management information, sales bonus schemes and implementation of new sales processes. Ensure the development and provision of call centre resource planning across 200FTE including sales, service and back office teams. Co-ordinate the continued development of call quality systems and Mystery Shop programmes.

As part of the merger with Yorkshire Building Society took responsibility for a team handling complex customer queries. Acted as project manager to ensure that all required call handling infrastructure and administrative processes were in place working under a strict non-disclosure agreement. Liaised with senior stakeholders including Chief Executive, legal counsel, external advisors, outsourced call centre and scrutineers.

Role: promoted to management role to manage the integration of operational support staff from 3 separate call centre areas.Responsibilities: provide operational support to all call centre areas via a shared-service team. Provision of resource planning, management information, bonus scheme development and calculation, fulfilment processing and first-line technical support for call centre telephony.

Achievements: devised and implemented new performance management information resulting in clearer view of agent performance. Managed the implementation and development of a Workforce Management system to assist with call forecasting and scheduling of agents shifts and breaks.

Roles: a variety of roles within a busy back-office department undertaking administration of existing mortgage accounts. Also included was project-work resulting in process efficiencies.