Kris Marshall Email & Phone Number

Glasgow, Scotland, United Kingdom

Motherwell, United Kingdom

Glasgow, United Kingdom

Glasgow, United Kingdom

Glasgow, United Kingdom

Glasgow

Key Accountabilities To manage requests/instructions from internal/external customers and provide a timely response either verbally or in writing. To achieve the required volume and quality of work. Ensure validation and correct input of information onto relevant systems. Demonstrate flexibility in supporting the mortgage division achieve service standards. To take responsibility for other tasks or project work as requested by line manager. To identify best practice and recommend change as necessary. Understanding and contributing towards a high performance culture Proactively manage the customer experience.

To provide qualified leads and book new business opportunities for the Sales team to help them achieve company sales targets.The key areas of responsibility for the Role included, · Sales· Systems Update and Reporting· Teamwork· KnowledgePrincipal ResponsibilitiesSales· To provide qualified leads and book appointments for the sales team, to generate new business.· To follow up marketing campaigns and events to generate new prospect leads by telephone, identifying and qualifying opportunities for new business.· To engage and interact with decision makers at a senior level to identify new and emerging business opportunities.· To build effective relationships with potential clients and existing customers, by use of appropriate questioning, clarification and language.· To identify and qualify opportunities for cross selling Causeway products to generate business and increase profitability.#· To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues.· To support the Causeway customer service strategy by providing professional and effective services to all customers, to meet expectations, particularly in terms of Quality and Timeliness in line with departmental standards, procedures and guidelines.· To communicate courteously with all customers by telephone and email.

In this role my duties can include –· Monitoring project adherence on an intraday/real time basis· Providing feedback on daily/weekly/monthly project performance at client/operations/team level· Liaising with client contacts, as well as senior management, and RPO departments to facilitate weekly changes to schedules.· Planning/building in team investment time/ 121 – Coaching slots/ Training groups etc.· Completing the holiday authourisation process for contact centre staff, Approx 300+ advisors

The main duties as a team manager/team leader include· Motivating and developing team members· Ensure regular coaching and feedback sessions are completed with all team members · Performance Management where necessary· Complete 121 sessions with advisors on a regular basis· To ensure company standards are met via performance and that project KPIs are met.

This is an Administrative based support function within the call centre which involved the management and reporting of project performance and business success, Main duties as Real Time Analyst included: - Being able to monitor and react to inbound call flows.Operation of the Outbound Dialler for various Clients / AccountsInteract with and advise management (Team Managers and above) of the best course of action to be taken to enable their project to achieve their targets.Analytical problem solving.Interacting and liasing with various clients within the company VIA External communication (Telephone and Email) to ensure that targets are met and give them regular updates on their Key Performance Indicators (KPI’s). Report periodic statistics from Lucent / AYAYA reports in Excel spreadsheets and databasesCreate and maintain Excel spreadsheets for various projects Organise team rota’s to cover, holidays and periods of absence Via WFM (Work Force Manager)Liase with clients own call centre to help manage the flow of calls and availability between the different call centre sites.

Hnd, Internetworking And Information Technologies

Standard Grades And Higher Education