Kate Wright Email & Phone Number

Swindon, England, United Kingdom

I am responsible for leading the impact of The Society's busy change roadmap, ensuring that key decisions and priorities have a meaningful impact on our customers. Understanding our customers is crucial for building deeper relationships, and I am delighted to be able to give them a voice when it matters.

Swindon, England, United Kingdom

I am responsible for analysing all payments-related complaints, providing insight on trends, risks and emerging themes up to leadership level on what's causing members to complain and highlighting opportunities for improvement.I conduct real-time analysis to quickly tackle issues as they arise, particularly following a change in policy or process to track embedding. I also carry out a regular schedule of deep dive analysis, which enables the business to have a clearer understanding of an entire process. Doing this exposes the challenges and pain points that can cause friction and frustration to members, providing a much greater understanding of what the member journey looks and feels like.It's a fast-paced, fascinating and rewarding role that gives us the opportunity to better understand our members and what they expect of us in an ever-evolving landscape.

Home Based

I am responsible for analysing all payments-related complaints, providing insight on trends, risks and emerging themes up to leadership level on what's causing members to complain and highlighting opportunities for improvement.I conduct real-time analysis to quickly tackle issues as they arise, particularly following a change in policy or process to track embedding. I also carry out a regular schedule of deep dive analysis, which enables the business to have a clearer understanding of an entire process. Doing this exposes the challenges and pain points that can cause friction and frustration to members, providing a much greater understanding of what the member journey looks and feels like.It's a fast-paced, fascinating and rewarding role that gives us the opportunity to better understand our members and what they expect of us in an ever-evolving landscape.

Home Based

Working within quality assurance and part of a new project within the Remediation Centre of Excellence means there's a wealth of opportunities to improve processes and highlight any barriers to achieving member satisfaction or colleague continuous improvement. It’s a fast-paced environment where things can change quickly and the need to adapt and effectively manage workloads is just part of a typical work day. This role gives me the perfect opportunity to take advantage of my customer empathy skillset and abundant experience working in finance.

Managed all aspects of social media publishing, including research and development of content optimised for Facebook, Instagram, Twitter, Pinterest and YouTube in line with larger business strategy and goals. All whilst having a keen eye on what competitors were doing. Managed each campaign from creative through to post-delivery analysis and reporting on agreed KPIs to the wider marketing team and senior leaders within the business. I'm an organic reach subject matter expert and increased overall engagement and reach through test and learn strategies to maximise optimisation. I developed an outreach program to drive customer data acquisition, which enabled us to reach a much wider audience and increase brand awareness. This resulted in a 400% increase in Facebook reach and a 72% increase in traffic to the website from social media. Comparing website traffic to 2019 (pre-pandemic) I doubled the traffic going to the website from social media.I successfully optimized YouTube content to reach a higher number of viewers within a two-week period, compared to similar content with a lifespan of over 6 months.I regularly draw upon my copywriting and graphic design skills to create an instantly recognisable ‘on-brand' message. Taking our audience on a journey through purposeful storytelling.I also worked closely with our PR and business development teams to assist in managing influencer relations and content, as well as the press and trade.High Performing Content (Organic Reach and Engagement)https://www.facebook.com/CelestyalCruisesGreece/posts/4394231630589469https://www.facebook.com/CelestyalCruisesGreece/posts/4477595948919703https://www.facebook.com/CelestyalCruisesGreece/posts/4408703519142280

Tavistock

Largely responsible for marketing and PR, I drove the business forward by creating engaging social media and website content. I ensured the website is regularly updated with optimised content such as regular blog posts to direct as much traffic from Google as possible. Analysing the results of my efforts in order to create a deliberate customer experience and maximise browsing time in order to increase the likelihood of conversions.The main purpose of my role was to increase brand awareness and introduce Baldwin Jewellery to a wider audience, whilst at the same time managing various marketing and e-commerce responsibilities.My extensive skills of copywriting and graphic design achieved an instantly recognisable, on-brand message across various platforms. This includes the design and delivery of HTML emails.I regularly utilised my broad communication skills to write various content such as press releases, sensitive complaint handling, blog posts, social media copy, corporate internal and external communications.

Tavistock

Unlike a typical PA position, this role involved much more than just providing support to the Head of Commercial and Domestic Finance. It is a greatly demanding role that requires a varied skill set within a highly challenging and fast-paced setting. Part of a small team that manages the process of applying for mortgage and protection products. My role encompassed the whole process, from the beginning and forging strong relationships with new clients, right through to the end of the process and product completion. It was a very busy and fast paced environment, where the ability to effectively juggle my workload and manage the expectations of clients is of paramount importance. The process of mortgages very rarely runs totally smoothly, so the ability to react quickly to change, process information in a timely manner and keep clients informed every step of the way forms just the basics of the role.I rely upon my strong communication skills on daily basis. Whether that be talking things through with a new client and making a great first impression, keeping regular contact with lenders or solicitors for case updates to ensure everything runs smoothly or having to deal with challenging circumstances or bad news. On top of this, I also administer the 'Mortgages at Hansford Bell' Facebook page, where I ensure we have regular and varied content to inform our audience of the services we offer, whilst at the same time giving a personality to the page to make the business more accessible to prospective clients. Recently, this has also included a video promoting what we do which was filmed and edited by me.Although it is a highly demanding role, there is an enormous amount of job satisfaction that comes with it too when I know I have been part of a client realising their dream.

Tavistock

Plymouth, United Kingdom

This challenging but greatly rewarding and varied role focussed on getting the most out of people, whilst ensuring the heart of the company remained true to its instantly recognisable culture. This was achieved by attentively developing training and competency practices, coaching on a group and one to one basis and managing colleague reward, recognition and engagement. Also responsible for site wide initiatives such as event planning, and internal communications across email, visual displays and internal company intranet. Great judgement, creative flair and diplomacy are key whilst dealing with colleagues at all levels of the business including the extended leadership team.I worked on some very challenging but highly rewarding projects that range from event planning and colleague engagement through to training design and delivery. I loved working on detailed projects, managing the process from the initial idea through to delivery and post completion analysis. My usual approach is to jump straight into something as I'm keen to make things happen and see results! Regarded as 'irritatingly positive' and coupled with a determination to succeed meant I had a proven track record in terms of achieving over and above the targets expected of me and the goals that I set myself.- Researched, developed and implemented large scale training and competency framework across entire Mortgage Administration operation- Created a skills matrix to broaden the skillset of the operation and highlight areas for colleague growth and progression - Managed colleague reward, recognition and engagement activity across the company

Plymouth, United Kingdom

Responsible for the management of internal telephone audits across customer-facing teams with c100 customer advisors. I analysed and presented results to the management and senior management team, making recommendations on ways to improve their results in order to create a deliberate customer experience. A vital part of the role included measuring customer satisfaction and advocacy and linking empathetic customer interactions to affect many positive outcomes. This included more efficient call handling, fewer complaints and an increase in customer and colleague satisfaction. I also regularly presented call handling training sessions, that were written and designed by myself, to teams of customer advisors.Being part of the Business Excellence Team also meant closely working with Business Analysts to identify areas of waste, taking a continuous improvement approach to our work and the rest of the business. Where issues were identified, we also utilised root cause analysis to uncover the cause. I also delivered training on these subjects. - Tangible positive outcomes from my work included more efficient call handling, fewer complaints and an increase in customer and colleague satisfaction- I was considered a subject matter expert and regularly called upon to offer my advice both internally and outside the company

Plymouth, United Kingdom

Motivated and inspired a team of Customer Advisors and a Process Specialist. Driver of efficiency savings and being responsible for overseeing Process Specialists work, challenging areas of waste when identified.- Introduced standardised call monitoring across all customer-facing teams

Plymouth, United Kingdom

This fixed term role centrered around brand marketing/property advertising, developing relationships with key clients and general office support for two surveyors. Whilst in this role I also lead a local corporate marketing campaign to increase brand awareness, this included overseeing the design of a new website, creating advertising and marketing literature and dealing directly with with the local media.

Tavistock

Solely responsible for all administrative duties on the property book from initial appointment of a property through to marketing and sale. Marketing was the main duty in this role which included, weekly advertising and editorial writing as well as creating visually striking displays of properties via the website and office windows.

Plymouth, United Kingdom

* Coaching staff on customer service skills and ways to improve* Managing and motivating a team of Customer Service Representatives* Targeting staff on sales and income generation opportunities through cross-selling * Resolving customer complaints