Jonathan Catton Email & Phone Number

Senior Personal Banker, NatWestI was given the opportunity to go on a secondment to work at NatWest Regent street; this is a flag ship branch and is based in one of the busiest places in the heart of the west end ofLondon. The job role has changed in line with the banks goal to become number one for trust and advocacy by 2020. The way I contribute to this is working with a portfolio of clients who I contact to introduce myself as their Senior Personal Banker associated with their… Show more Senior Personal Banker, NatWestI was given the opportunity to go on a secondment to work at NatWest Regent street; this is a flag ship branch and is based in one of the busiest places in the heart of the west end ofLondon. The job role has changed in line with the banks goal to become number one for trust and advocacy by 2020. The way I contribute to this is working with a portfolio of clients who I contact to introduce myself as their Senior Personal Banker associated with their accounts. It is my responsibility to understand and then help with their current and future financial goals and plans by meeting on a regular bases.Key Role TasksI conduct financial health checks, which build a picture of the clients'​ finances from this products and services would be suggested in order to meet these needs.It is important to build long lasting relations with clients, to maintain this my business card is given to give a preference in how to communicate with myself. We then stay in contact and I will either help with there general questions, communicate products and services or arrange an appointment for them to come see me for that face to face experience.To help educate clients in how to bank with us I use the iPad to show them short useful videos like how to-do online and mobile banking. We would then have an interactive session to check their understanding.I Manage myself by reviewing my operating rhythm on a daily basis. I then know how to structure my week by having an initial overview from which I can then collaborate with stakeholders and even invite them into an appointment to share their expertise within their particular field. Show less

Newcastle Upon Tyne, United Kingdom

Customer Advisor, NatWestI worked as part of a branch team in which I delivered a high level of service. I would arrange face to face appointments with clients where we would go through a financial review and fulfill any product or service need.Key Role Tasks- I was a key holder and was therefore responsible to open the branch and set up the working day, which involved tasks such as dealing with cash and running morning huddles.-To book clients into my diary by working closely… Show more Customer Advisor, NatWestI worked as part of a branch team in which I delivered a high level of service. I would arrange face to face appointments with clients where we would go through a financial review and fulfill any product or service need.Key Role Tasks- I was a key holder and was therefore responsible to open the branch and set up the working day, which involved tasks such as dealing with cash and running morning huddles.-To book clients into my diary by working closely with the cashiers and assisting them with dialogue. I would set time aside and proactively telephone clients and self generate appointments.- To conduct electronic customer reviews to build a financial picture of the client and then providing or putting into place the correct need.- Collaborate with stakeholdersKey Achievements- Building great foundations with customer to which I have received several Thank-you letters- Received certificates of recognition for demonstrating helpful banking behaviours- Recognition for exceeding home insurance target within a quarter. Show less

Manchester, United Kingdom

The branches were struggling in booking in quality appointments in the customer advisors diary. I was a part of a pilot team; I was allocated three branches where I would analyse the clients customers'​ preview and identify the need to come into the branch for a financial health check.Key Role Tasks- Proactively review clients'​ previews to identify a financial need which would then be booked into the allocated branch.- Keep up to date with the relevant campaigns which looked at… Show more The branches were struggling in booking in quality appointments in the customer advisors diary. I was a part of a pilot team; I was allocated three branches where I would analyse the clients customers'​ preview and identify the need to come into the branch for a financial health check.Key Role Tasks- Proactively review clients'​ previews to identify a financial need which would then be booked into the allocated branch.- Keep up to date with the relevant campaigns which looked at helping specific clients, for example, large overdrafts.- Collaborate with the branch staff to share best practices and to provide feedback on the out come of appointments.Details of Core Activity By keeping the client at the heart of everything I do, I lay a sound foundation of trust which then gives them ease to allow me to help discuss what they are needing from the bank and booking them in for a face to face appointment. To maintain the clients journey is of a professional standard, I take the responsibility in calling them after an appointment to find that everything was to their satisfactory. If this was not the case then I would liaison with the branch advisor and provide feed back. On the contrary when a client had been helped and they were extremely satisfied then these good news stories would be shared also.Key Achievements- Appointed team communications champion; presenting updates and changes to team members- Nominated as the service champion for the team - looking at how we could improve the clients journey. Collated and communicated feedback- Designed and implemented a ‘model call structure’ across the team- Trainer/buddy for new starters- IAppointed member of "Superstars"​ recognition committee; helped plan annual event; reward achievers, and organize Centre-wide activities. This is now known as the Spirit team which now takes a central role in organising charity events and social activities within the centre. Show less

Newcastle Upon Tyne, United Kingdom

My role involved talking to customers delivering a high standard of customer service and taking advantage of sale opportunities. This involved using open and closed questions effectively to establish product needs. Other enquiries which I dealt with would be the pipeline of mobile phone orders and directing customers through to the right departments.Key achievements- Managed a team of nine people in manager’s absence- Completed a workshop in questioning and listening skills… Show more My role involved talking to customers delivering a high standard of customer service and taking advantage of sale opportunities. This involved using open and closed questions effectively to establish product needs. Other enquiries which I dealt with would be the pipeline of mobile phone orders and directing customers through to the right departments.Key achievements- Managed a team of nine people in manager’s absence- Completed a workshop in questioning and listening skills (Jan/Feb 06)- Held communication huddles- Point of contact for current/archived products Show less

Newcastle Upon Tyne, United Kingdom

Working in the Broadband department of the UK's biggest telephone service provider.In this role, I had to provided an excellent level of customer service by offering/acting as 'one stop shop'​. In order to carry out this role I was trained in BT phone billing and customer service, as well as broadband service, by having these skills this allowed me to deal and resolve most enquires/complaints quickly and effectively.