Jonathan Fielding Email & Phone Number

Warrington, Gb

Warrington, United Kingdom

Warrington, United Kingdom

Warrington, United Kingdom

• Managing and coaching a team of 12 agents to continually improve the team and ensuring development plans in place for all staff. Identifying opportunities to improve customer satisfaction and key performance indicators.• Coaching agents (side by side and one-on-one) on their abilities to deliver excellent customer service and objection handling whilst following company processes. • Monitoring and reporting upon agent’s KPIs, such as: average handling time, aftercall work, hold time, adherence to schedules and call quality performance.• Providing daily feedback on performance and cascading general information to the team. Conducting agreed levels of team 1to1s, meetings and company communication sessions. • Creating action plans tailored to individual agent’s performances and reviewing upon a weekly basis to ensure continual improvement. Putting into place performance improvement plans for agents that fail to meet the agreed targets.• Undertaking investigations and disciplinary procedures for absence, performance and conduct related issues.• Supporting the Contact Centre Manager in achieving service level targets and accountability. Ensuring delivery of day to day service levels whilst dealing with high call volumes.• Highlighting areas of improvement to senior management in relation to current processes that are affecting the customer’s journey. Performing root cause analysis on complaints logged to identify ways in which to reduce customer dissatisfaction.

Warrington, United Kingdom

• Handling escalated insurance complaints by considering a logical, empathetic and customer focused approach in all cases and issuing Final Response letters. • Identifying and capturing the root cause of complaints, providing feedback to relevant areas and agreeing upon necessary resolutions. • Complete case management ownership, keeping an end to end audit trail and liaising in a professional and confident manner with senior managers.

Warrington

• Handling in-bound customer queries / complaints via letter / email correspondence• Manager Cover Duties - Supervising several teams of 12: Reviewing Net Promoter Score, Coaching (Personal Development Plans), Schedule management (IEX, RTA), Tracking Absences. Creating department reports on service level• Bill Recalculations - Development of databases to monitor individual performance and department expenditure • Assisting advisors training, dealing with complaint escalations.