Julia Mitchell Email & Phone Number

* Quality assurance of complaint cases to ensure that all regulatory and company requirements and policies have been followed correctly, that all evidence has been considered and recorded on file, and that the customer response letter is clear, accurate and professional.* Provide structured coaching and feedback to case handlers in one to one and group sessions.* Where needed, raise recurring instances of low quality with line managers to ensure individuals receive the ongoing training,… Show more * Quality assurance of complaint cases to ensure that all regulatory and company requirements and policies have been followed correctly, that all evidence has been considered and recorded on file, and that the customer response letter is clear, accurate and professional.* Provide structured coaching and feedback to case handlers in one to one and group sessions.* Where needed, raise recurring instances of low quality with line managers to ensure individuals receive the ongoing training, coaching and support they need.* Contribute to the continuous improvement of coaching and overall complaint handling processes by highlighting ways to improve quality and efficiency. Show less

* Deputising for Manager.* Attend meetings where necessary to discuss department performance, department projects, and plans for improvement.* Completion of quality checks for team to ensure accuracy and that all policy requirements have been adhered to.* Provide feedback to team members on an individual basis following quality checks on work completed.* Completion of Daily MI to ensure Senior Management are fully aware of the team's performance. * Assessment of supporting… Show more * Deputising for Manager.* Attend meetings where necessary to discuss department performance, department projects, and plans for improvement.* Completion of quality checks for team to ensure accuracy and that all policy requirements have been adhered to.* Provide feedback to team members on an individual basis following quality checks on work completed.* Completion of Daily MI to ensure Senior Management are fully aware of the team's performance. * Assessment of supporting documentation and valuation reports received for returning home mover mortgage applications.* Underwriting mortgage applications and providing brokers/customers with an update on the progress of the case. Show less

* Holding daily team briefs in order to communicate recent updates, common issues identified from quality checking, team performance updates, and to address any issues raised.* Complete quality checks for team members and provide timely feedback and coaching in order to improve upon customer service and address and compliance issues.* Ensure an up to date record is kept for all team members regarding their performance in both productivity and compliance.* Analyse and monitor MI… Show more * Holding daily team briefs in order to communicate recent updates, common issues identified from quality checking, team performance updates, and to address any issues raised.* Complete quality checks for team members and provide timely feedback and coaching in order to improve upon customer service and address and compliance issues.* Ensure an up to date record is kept for all team members regarding their performance in both productivity and compliance.* Analyse and monitor MI reports to establish both team and individual's performance.* Provide feedback on performance within the team and individually, as well as devising new ideas for improvement.* Completion of monthly 1:2:1s within the team* Management of sickness within the team* Prepare for and either attend or chair Manager meetings where required. Show less

* Review, measure and monitor specific sales cases against set regulatory processes and procedures. This includes assessment of calls and documentation relating to these cases.* Providing timely feedback and coaching on compliance, customer service, and sales techniques both individually and in group situations. * Review and measure against departmental documented procedures.* Recommend improvements to sales processes and scripts, as well as assisting with new script creation and… Show more * Review, measure and monitor specific sales cases against set regulatory processes and procedures. This includes assessment of calls and documentation relating to these cases.* Providing timely feedback and coaching on compliance, customer service, and sales techniques both individually and in group situations. * Review and measure against departmental documented procedures.* Recommend improvements to sales processes and scripts, as well as assisting with new script creation and amendments.* Creation of evaluation sheets to be used on NICE system.* Accurate reporting of findings to direct line management.* Recommend improvements to internal processes and procedures. Show less

Ba Hons, English

Activities and Societies: Photography

Maths, Science, History, Spanish, Food Technology, It, English Literature, English Language

Education record

A Level English (C), Law (D), History (D)