Leanne Devon Lloyd Email & Phone Number

Manchester, Gb

Salford Quays

SIS is a leading supplier of sports Content, Gaming and DistributionReporting through to the Customer Service Manager, I am responsible for managing enquiries from incoming calls and electronic requests relating to Company as well as processing allocated work requests received from our Customers. The role is varied but in summary consists of administering surveys, installations, package upgrades/downgrades, planning applications, progress updates and various other ad-hoc duties and project work as required to meet the needs of our Customers.I maintain the highest possible standards at all times, ensuring a timely and responsive service is provided, in addition to being a strong team player providing clear communication which is pivotal to the success of the team.

Manchester

• The main role is to comply with the banks processes and regulations and to ensure that the fairest outcome for the customer and their complaint has been reached compliantly.• Reviewing case files and each stage of the customer’s journey. Assessing it against the banks strict policies along with the specific SOP to protect both the customer and the bank.• Liaising with retail and compliance to ensure we are working in line with FOS & the FCA.• Prioritising work and tasks to ensure completion upon SLA.• Providing support/ coaching within 1-2-1 sessions. • Reporting to the QA Line manager and Ops Manager where necessary.• Reporting faults and service failures to key departments.• Identifies and escalates risks to Line Managers/ Centre manager when appropriate. • Attending meetings with the client to ensure we are meeting all the relevant targets, both as a team and a project.• Detailed feedback and follow ups on learnings for each individual case handler.• Liaising with internal client QA to ensure consistency in marking, completing regular levelling sessions.• Completing quarterly reviews on company process, along with an assessment to ensure competency on the banks core values.• Take ownership of personal and team work loads where necessary due to absence.• Ensure consistency within the team, and provide additional support/training where necessary/required.• Ensure any contact with the customer is completed within a timely manner. Upon the request for the customer.• Managerial duties due to maternity leave, consists of meeting, organising training, organising holidays. Bi-Weekly & monthly meetings to discuss progress in scores and discuss improvements.• Managing expectations of targets to individuals.• Ad hoc duties upon request of the Centre Manager.

Extensive call listening, ensuring calls are 100% compliant.•Confidently and clearly delivers Quality feedback to Team Managers and Advisors.•Proficiently delivers feedback on Quality performance at an advanced level to a wide range of stakeholders from Advisor to Site Director and client.•Is accountable for providing extensive coaching and support to advisors/teams across their specific campaign to improve overall campaign quality.•Carry out Quality talks for new advisors coming in to the business.•Uses the quality reporting suite Quest to analyse performance MI, to identify historical trends and trends in existing activity.•Identifies and escalates quality risks to Line Managers/Risk Management/Client Services when appropriate •Completes audit requests as instructed, provides a clear and detailed summary of findings in a timely and efficient fashion.•General coaching around main development areas.•Built up working relationships with advisors & senior management.•Meetings with TM to discuss 'actions' for development areas in regards to their QA report.•Send out detailed reports outlining development areas and positive areas ensuring TM, CCM Etc. know what areas to improve on.•Arranging client calibrations to ensure any changes within quality are effectively communicated to TM and advisors.•Arranging TM calibrations to ensure TMs are marking calls in line with QA to ensure variance remains below 10%.•Set up, develop action plans, and set realistic timescales for delivery.•Delivers weekly call evaluations as directed by business/client. •Identifies and demonstrates a clear understanding of campaign quality requirements in line with SLAs.•Generates in-depth and comprehensive reports to summarise overall quality performance.Client Business Sectors:•FCA•Utilities•Communications