·Manage all MI reporting and Root Cause Analysis for Complaints, Outcome Testing for Consumer Duty, Quality Assurance, Vulnerable Customers and the Financial Ombudsman Service.- Analysis and report on Product development.·My team manage and allocate all complaints for Starling Bank to achieve internal & external KPI’s.·Motivate the team to achieve business goals by conducting monthly and ad-hoc quality reviews.·Analyse and Monitor all customer contact, highlighting emerging issues to improve the customer experience and prevent repeat contacts.·Produce daily/weekly/ monthly reporting. All RCA for Complaints, Outcome Testing, Quality Assurance and Vulnerable Customers which is delivered to key stakeholders in the business and the board.·Conduct regular team meetings to communicate all relevant information.·Ensure monthly statistical information is supplied to management teams and key stakeholders around the business.·Provide business forecast of future work volumes, resource requirements & potential business impacts. ·Carrying through on informal counselling and disciplinary proceedings.·Resolve regulator / customer escalations. ·Conduct regular staff appraisals and Implement personal development plans.·Recruitment for the business insights Analysts, Complaints and FOS department.·Part of the project team delivering a new complaints system.·Review and report all the complaints information for the FCA return.

·Manage the Complaint MI reporting, Financial Ombudsman Service ·My team manage and allocate all complaints for Starling Bank to achieve internal & external KPI’s.·Motivate the team to achieve targets by conducting monthly and ad-hoc quality reviews.·Analyse and Monitor complaint contact, highlighting key issues to improve the customer experience and prevent repeat contacts.·Produce and report all complaints Management Information and produce a monthly Complaint Root Cause pack to key stakeholders in the business and the board.·Conduct regular team meetings to communicate all relevant information.·Ensure monthly statistical information is supplied to management teams and key stakeholders around the business.·Provide business forecast of future work volumes, resource requirements & potential business impacts. ·Carrying through on informal counselling and disciplinary proceedings.·Resolve regulator / customer escalations. ·Conduct regular staff appraisals and Implement personal development plans.·Recruitment for the complaints department.·Part of the project team delivering the new complaints system.·Plan and submit the Complaints Department annual budget to cover resource and business costs.·Review and report all the complaints information for the FCA return.

·Manage the Complaint reporting, Financial Ombudsman Service and Credit Amendment teams.·My team manage and allocate all complaints for the five complaint teams in MotoNovo finance and Aldermore Bank to achieve internal & external KPI’s.·Motivate the team to achieve targets by conducting monthly and ad-hoc quality reviews.·Analyse and Monitor complaint contact, highlighting key issues to improve the customer experience and prevent repeat contacts.·Produce and report all complaints Management Information and produce a monthly Complaint Root Cause pack to key stakeholders in the business and the board.·Conduct regular team meetings to communicate all relevant information.·Ensure monthly statistical information is supplied to management teams and key stakeholders around the business.·Provide business forecast of future work volumes, resource requirements & potential business impacts. ·Carrying through on informal counselling and disciplinary proceedings.·Resolve regulator / customer escalations. ·Conduct regular staff appraisals and Implement personal development plans.·Recruitment for the complaints department.·Part of the project team delivering the new complaints system.·Plan and submit the Complaints Department annual budget to cover resource and business costs.·Review and data cleanse the complaints information for the Gabriel return to the FCA.

• Develop and motivate staff to achieve targets through quality reviews and 1-2-1 coaching.• Monitoring Social Media channels / issues and highlighting hot issues to prevent repeat contacts.• Production of Management Information to lead team.• Manage and allocate work to achieve internal KPI’s.• Conducting team meetings to communicate all relevant information.• Ensuring that statistical information is supplied to management.• Carrying through on informal counselling and disciplinary proceedings.• Resolve customer escalations to prevent repeat contacts, adverse media coverage and enhance the customer experience.• Work with other areas of the business / partners to resolve complex issues.• Manage ad-hoc business issues which will affect quality / complaints.• Conduct regular staff appraisals and Implement personal development plans.• Setting and meeting deadlines to ensure team objectives were met.

• Manage the billing complaints department, adhering to strict compliance guidelines and key performance indicators monitored by OFWAT / Consumer Council for Water Wales (water regulators).• Analyse complaints and implement changes across the business to improve first contact resolution and quality.• Monitor, attend and provide detailed information for internal/external audits to ensure we meet regulation compliance. • Provide updates for various Welsh Water reports.• Identify business shortfalls and implement new procedures when required.• Provide business forecast of future work volumes, resource requirements & potential business impacts.• Monitor incoming work volumes to ensure Key performance indicators are achieved.• Project Management.• Develop and coach staff to ensure the department standards are met at all times. • Deliver complaints induction training for new starters. • Manage ad-hoc business issues which will affect quality / complaints.• Conduct regular staff appraisals• Lead regular management meetings. • Investigate and conduct disciplinary reviews.• Manage the CAIS process for Welsh Water (Experian).

• Manage the correspondence department that have strict guidelines and key performance indicators monitored by OFWAT (water regulator).• Plan resource requirements, managing absence levels and recruitment drives.• Identify department shortfalls and implement new procedures when required.• Monitor incoming work volumes to ensure Key performance indicators are achieved.• Provide business forecast of future work volumes, resource requirements & potential business impacts.• Performance management of staff including objective setting, absence and attrition reduction, disciplinary interviews & staff appraisals.• Attend regular meetings with governing body to determine department grading and performance against set guidelines.• Conduct regular staff appraisals.• Developing and coaching of staff through quality assessing to ensure department standards are met at all times. • Implementing personal development plans to reduce shortfalls, incorporating training course design.

• Managed a team of 14 people assigning tasks and motivating a team to meet targets and deadlines to ensure smooth running of the team.• Project Management.• Developing and motivating staff through coaching and quality assessing to improve performance and attain targets.• Dealing with complex complaint cases to ensure they are carried through to resolution.• Investigate and conduct disciplinary reviews.• Performance Management completing one-to-one assessments, six monthly and annual appraisals. • Implement and monitor staff personal development plans to assess and resolve training needs.

• Developing new ideas, initiatives to improve current procedures, processes and products• Providing excellent customer service.• Ensuring issues raised were dealt with through to resolution.• Actively promoting and selling the range of products.• Assisting in the setup of an outbound team with the primary objective to retain customers lost to rivals.• Maintaining required call quality and consistent call volumes.

• Call Centre recruitment.• Providing induction training on processes and systems.• Monitoring incoming call volumes to ensure service levels are met.• Project Management.• Supervising and leading a team of 15 people which worked on both telesales and customer service for the prestigious BMW insurance account.• Setting and meeting deadlines to ensure team objectives were met.• Coaching, developing and motivating staff to achieve targets and objectives.• Production and control of Management Information to all levels.• Conducting team meetings to communicate all relevant information.• Ensuring that statistical information was supplied to management.• Carrying through on informal counselling and if required disciplinary proceedings.• Liaising with insurance underwriters to negotiate favourable terms.• Monitor team performance to ensure team objectives were met and to consider contingency if required.• Conduct regular staff appraisals.

• Dealing with customers face to face and over the phone.• Ensuring customer satisfaction.• Selling motor and household insurance.• Dealing with complaints.• Motor and household claims.• Administration duties.