Kevin Abbott Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Warrington, United Kingdom

Provide clear leadership, direction and support to the team in achieving, and exceeding, its required performance objectives and standards.Lead, advocate and deliver change within the team.Review team and individual performance standards in terms of, for example, written and verbal communications, productivity and effectiveness of outputs on a continuing basis.Identifying performance development needs and issues in the team and its members and taking the required steps to address these.Facilitate induction, on the job training and development of enquiry officers so that they can maximise their potential. Carry out regular documented one to one meetings with all team members and conducting annual appraisals. Act as the first point of contact for escalated calls and written correspondence and working closely with the Head of Enquiries to regularly review processes to improve efficiency and service delivery. Identifying issues at the earliest opportunity which impact on the delivery of agreed service standards. Manage and analyse projects and tasks as and when required. Utilise Project Management methodologies to define, plan, deliver and review projects from initial idea to successful completion. Work closely with Continuous Improvement department to ensure longevity of changes to process.Monitor customer satisfaction on a continuing basis and taking steps necessary to ensure that highest standards of customer satisfaction are achieved and maintained, in terms of team development and performance and in ensuring that specific customer issues are resolved.Lead and support employee engagement activity and initiatives to ensure the highest standards of commitment and motivation from team members.Lead team meetings, deliver corporate and team communications and engage with continuing consultation with team members to ensure effective communication of corporate and team information, expectations and values.

Talkmobile

I lead, motivate and engage a team of 12 advisors, enabling them to deliver a world class service and project KPIs.I manage the performance of the team and individual members through regular coaching, call monitoring and feedback.Complete one to one reviews & encourage advisors to complete their own Personal Development Plans.Deliver regular team meetings and daily briefs, ensuring all individual team members have a complete understanding of KPIs, goals and objectives.I reward good performance and address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition.Am involved in the recruitment and selection process for advisors.Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve teams targets.Handle customer calls and complaints escalated from advisors ensuring superior customer experience is achieved.Proactively contribute to the review and improvement of systems, processes and procedures within the department whilst at the same time remain fully up to date with technical knowledge, processes and procedures relating to the department. Perform additional duties as directed by the Operations Manager.

Birchwood, Warrington

Construction And The Built Environment, Gnvq

Education record