Julia Core Email & Phone Number

Manchester Area, United Kingdom

Manchester, England, United Kingdom

Greater Manchester, England, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

Achieving the completion of call quality monitors to a high standard within timescales. Ensuring these are consistent and accurate and utilising all in-house systems and guidance to check and report on all areas within the business. Completing feedback sheets to give a more in-depth view on the contents of the call and advising on improvements and action required. Ensuring excellent customer service.Working to FCA guidelines, highlighting / recording breeches and Errors and Omissions.Highlighting potential training / process issues. Recording all results for M.I. purposesUsing Financial Sanctions Websites Asset Freeze and Consolidated List to investigate, record and report any matches to the Conduct / Compliance Manager.Completing audits for all other areas of the business on a monthly basis, sending feedback and recording the results for M.I. purposes. Liaising with Introducers, e.g. Estate Agents who offer the option of insurance quotes, advising on changes that needed to be made on websites, giving a timescale for this to be completed so that our agreement can continue. Requesting all agreements to be signed and a copy to be returned to us. Working with our appeals process recording findings for M.I. purposes, sending out any amended feedback, changing the scoring outcomes where applicable.Sending information out to other departments as and when required.

Manchester, United Kingdom

Initially call monitoring, non-advised sales calls to a high standard for Private motor and household policy sales, ensuring these were compliant and a high standard of customer service had been provided.Completing face to face feedback and coaching to Advisers aiding competence and excellent customer service.Progressing to a position with the Compliance/Conduct Team completing appeals, following compliance and customer service guidelines and requirements. Using and updating M.I reports on a monthly basis forwarding this information out to the business, on a monthly basis or when requested, e.g. reporting on trends.

Manchester, United Kingdom

Working to set guidelines within FCA and business requirementsEnsuring excellent customer service provided by customer service call monitoring.Monitoring complaints, verbal and written contactsMonitoring written customer service contacts by letter,email and web chat.Working within the complaints department resolving customer complaints within required timescalesWorking with Training, Quality Assurance and Complaints Managers to create monitoring questions set, outcomes and guidance to enable the assessment of complaints handlingfor Quality monitoring, To achieve excellent outcomes within the Complaints Department for both our customers and the business.

Education record

Education record