•Coordinate and project manage all marketing activity•Organise and lead internal stakeholder meetings•Manage and coordinate PR, awards and events calendar•Manage and create internal & partner communications

Working closely with the Content and Communications Manager, I support the clear and consistent narrative of our online content to drive customer engagement. Utilising innovative insight, I address our customers’ needs through the analysis of MI and customer feedback in order to ensure that our web content along with our direct customer interaction is conducive to simple, easy and fair banking.By identifying and understanding customer trends and patterns, I work with the wider HR team to contribute to the development of projects, models and strategies that will significantly impact the quality of service.Continually seeking to identify areas for improvement, challenging practices to drive efficiency, reducing unnecessary queries, and delivering customer satisfaction. Essentially an ambassador for HR, I ensure the voice of HR is consistent, efficient and effective, and facilitates a straight forward and enjoyable customer experience.

• Completing a wide range of complex queries within a HR Shared Service environment. Queries vary significantly including Tax, Payroll, Policy and Advice for employees, organisational benefits and assistance with group pay systems.• Highly developed interpersonal and communication skills, ability to build relationships with customers, peers & line managers.• Ability to continually exceed customer expectations and establish root cause of customer issues. • Presenting positive and equitable solutions to customers in line with HR policies and procedures, supporting both line managers and employees. • Working with all employees across a diverse range of group divisions from clerical to executive level. • Fully confident using HR systems including Customer Relationship Manager (CRM), Employee Self Service, Manager Self Service, Unipay, alchemy and P11D Organiser. • Ability to navigate around bespoke HR systems with a high level of speed and accuracy.• Participate in, and pro-actively identify continuous improvement opportunities to help minimise risk, cost save and improve customer experience. • High level of knowledge of the RBS Benefits package including Group Pension scheme.

•Developing, planning and implementing activities to support the development of my team.•Delivering optimum sales and service performance from a team of 4 through management of overall performance of individuals through 1:1’s and personal development plans, ensuring regular performance conversations are held and ensuring specific objectives and behaviors are demonstrated whilst redirecting performance with the help of coaching tools. • Operating as an ambassador for The Royal Bank of Scotland by displaying commitment to my team, business area, local community and the group.• Support own and others development through effective coaching and feedback.•Professional approach to daily work activities, maintaining high standards of personal conduct.•Great knowledge of operational processes and regulatory requirements.• Identifying and managing risk by adhering to all internal and external regulatory procedures.•Implementing the delivery of sales strategies and targets for the branch and motivating team members to meet and surpass these.•Designated complaint handler for the branch, managing customer complaints in line with FSA guidelines and helping implement an excellent level of customer service.•managing resource planning procedures.•Assist branch manager in managing the branches financial budget.•Excellent understanding of ‘TCF’ and delivering fair outcomes.

Position Held - Customer Advisor. •Evaluating new and renewal lending proposals, negotiating terms with customers and, where appropriate, submitting proposals to the credit department for approval.•Representing the bank within the wider community.•Monitor own sales performance at regular intervals in a day Working effectively with the team•Train and work with Customer service Officer’s, receptionists and Prospectors to enhance their ability to develop leads and increase the quality and volume of referrals and appointments booked.•Consistently follow the Bank’s key control, credit, cash, fraud and other operational processes. •Identify sales, cross sales and referral opportunities through reviews.•Networking with appropriate professionals.•Ensure paperwork is up-to-date – e.g. lead referrals, logging of concerns, completing applications, monitoring progress of applications on behalf of customer, Managing customers future needs.•Provide an outstanding level of customer service and retain the banks customers.

•Responsible for making sure key processes are carried out and ensuring maximum appointment levels.•Assisting manager in implementing Service Improvement Plans. Making sure all our services are utilised (e.g. Concerns, telephony, service dialogue)•Observe and coaching team to use appropriate sales dialogue when speaking to customers.•Coaching team to overcome objections from customers.•Manage the ‘C&Q’ system effectively and assist other team members to adhere to the banks processes.•Managing customer complaints, delivering excellent levels of service in line with FSA guidelines.