Kathryn Lane Email and Phone Number

• To coach, develop, motivate and multi skill team members to support them in consistently meeting personal targets• To undertake monthly 121’s, agree Personal Development Plans and drive individuals through Knowledge First. • To identify team training needs and to arrange training or coaching as required• In the absence of your Manager to be the key point of contact for the reporting of telephony system problems directly to the support supplier• To ensure all my teams communications with customers and key account clients comply with the data protection act• To use problem solving techniques to investigate and resolve complaints within agreed timescales• To deputise for the Contact Centre manager in his absence and undertake duties delegated as may be required in order to assist in the successful operation of customer service and the effective use of resources• To represent Customer Service on external visits with Corporate Development Manager if and when required• To ensure that telephone and written enquiries are responded to in accordance with agreed speed and quality service standards• To report service standards achieved to the Corporate Development Manager on an agreed basis• To ensure that new Key Account schemes are set up correctly and reviewed on a regular basis

• Lead and motivate a team of 8, in the achievement of agreed service standards• Continually review individual, team and department performance and suggest improvements to enhance the customers experience• Coach and develop individuals’ skills and knowledge through effective mentoring and performance management. Including conducting quality audits of individuals work, and 1:1 feedback• Effectively communicate department, team and individual objectives and create an environment of continuous improvement and service excellence within the team• Ensure the team maximise all opportunities to identify, promote and sell additional products and services• Produce, analyse and interpret reports to drive productivity, performance and identify resource requirements to meet demand• To assist in the daily management of the call centre

• Creating a consistently positive customer experience by answering high volumes of calls and taking action in an efficient and effective manner • Responsible for accurate processing of telephone and paper applications for CII products such as exams, study aids and revision days.• Proactively identify customer’s needs and deal with queries regarding their learning materials and suggested study paths.• Promote and sell additional CII products using up selling and cross selling techniques, with the aim of improving the customer’s learning experience.• Perform to agreed target levels and within Company service standard• Work closely with other areas of the CII’s Customer Service team; both back and front office.• Contribute to the success of the team. Including training new members of staff and helping to coach existing members with their development needs.• Produce and develop training & processes manuals• Generate daily and monthly management Information reports for both the Team Leader and Call Centre Manager. • Issue shift rotas for members of the call centre team• Deputise for Team Leader in her absence • Assist the department with queries & complaints in the absence of all Managers• Maintain an up to date and detailed knowledge of the full range of products and services, and all subsequent changes

• Handling incoming phone calls.• Locating customer records using various in-house systems and providing the relevant information whilst adhering to the constraints of the Data Protection Act.• Problem solving.• Logging the outcome of customer communications using the Clear Quest application.