Jonathan Box Email & Phone Number

Derby, Gb

Derby, United Kingdom

My role was to lead and develop Customer Service Associates, within my Branch by enabling and empowering them to deliver excellent customer service standards; and providing a personal and professional customer experience that meets Financial Conduct Authority (FCA) requirements in a profitable and operationally effective manner.Key responsibilities• All aspects of branch management, specifically ensuring business policies and procedures were conducted in a safe and compliant manner. • Lead the branch operational team to develop and implement business processes and manage performance to achieve business objectives.• Handling customer complaints and ensuring procedures were adhered to.• Responsibility for people management activity, with HR support, including recruitment, coaching, training and development, equality and inclusion.• Being accountable for HR issues, which included first level disciplinary procedures, leave etc.• Understand external competition and focus on competing holistically as a business in the external market.• Develop, empower and inspire the Customer Service Associates to take personal accountability for customers – nurturing an environment of continuous improvement.• Delivering a customer centric, omni-channel service that complies with the set standards.• Overall branch responsibility for Risk Management in accordance with the company’s risk and compliance methodologies and codes of conduct.• Contribute proactively to the overall development of Area strategy. • Developing and implementing business plans for the branch.• Proactively seek feedback and ways to continuously improve business performance.• Reporting any premises, environmental systems or maintenance issues and maintaining the overall appearance of the branch to ensure it met required standards.• Increasing customer base and brand visibility through brand awareness campaigns.