Louise Jerram Email & Phone Number

Eastleigh, England, United Kingdom

Eastleigh, England, United Kingdom

Leading a remote team of customer service advisors to deliver exceptional service for a commercial contract within tight KPIsBuilding a team of customer service professionals to support customers and stakeholders through the subsidised property buying process. Increased team size by 200% within 3months, recruiting and training to high standards remotely. Introduced a new coaching framework to provide consistency of call quality and developing the team in line with core values.Key… Show more Leading a remote team of customer service advisors to deliver exceptional service for a commercial contract within tight KPIsBuilding a team of customer service professionals to support customers and stakeholders through the subsidised property buying process. Increased team size by 200% within 3months, recruiting and training to high standards remotely. Introduced a new coaching framework to provide consistency of call quality and developing the team in line with core values.Key Contributions• Improved team engagement scores & performance, receiving excellent feedback from various levels• Supporting the wider contact centre team Show less

Fareham

Lead a high performing team of relationship managers to drive business operations and customer service.Oversee people management responsibilities, including creating performance improvement plans to meet business objectives. Conducting internal recruitment for potential team members to administer wider business operations. Identify and mitigate risk for the team, including CDD and adherence to capability framework requirements. Train and coach team members to deliver top customer service in… Show more Lead a high performing team of relationship managers to drive business operations and customer service.Oversee people management responsibilities, including creating performance improvement plans to meet business objectives. Conducting internal recruitment for potential team members to administer wider business operations. Identify and mitigate risk for the team, including CDD and adherence to capability framework requirements. Train and coach team members to deliver top customer service in line with service standards. Ensure the positive customer outcomes in coordination with wealth and mortgage stakeholders.Key Contributions: Honoured with selecting as one of the 2019 Spotlight Award attendees from 13,000 nominations. Won UK national contact centre awards, delivering most effective employee engagement programme. Restructured and led a team to improve performance and exceeded KPI’s in less than 12 months. Coordinated over 800 hours of employee volunteering, raising £32,000 for charity in 2019. Show less

Led and motivated a successful team of up to 40 representatives to drive customer service success.Served as communication lead to execute strategy, changes, and key messages within the department. Organised and chaired team meetings as well as delivered training to optimise service levels. Developed and maintained strong working relationships with key internal and external stakeholders.Also supported a project team for 6 months. Promoted effective communications across all levels. Acted… Show more Led and motivated a successful team of up to 40 representatives to drive customer service success.Served as communication lead to execute strategy, changes, and key messages within the department. Organised and chaired team meetings as well as delivered training to optimise service levels. Developed and maintained strong working relationships with key internal and external stakeholders.Also supported a project team for 6 months. Promoted effective communications across all levels. Acted as SME, provided clear guidance and actively challenged stakeholders. Steered all wealth transformation changes to understand and manage their impact. Officiated meetings with a variety of senior stakeholders to identify key areas of improvements. Completed accurate project documentation with all required changes.Key Contribution: Achieved all KPI’s/performance metrics by steering top performing team that as well as the highest possible rating for 3 years. Led on the successful migration of investment system for the department Show less

Oversaw the management of a large workload to meet key deadlines; supporting other PA’s across the centre.Created central communication plan for 500 staff that incorporated key performance indicators. Organised company events, including planning, budgeting, and communicating with external parties. Acted as community and volunteering coordinator for the centre. Made domestic and international travel. Developed excellent relationships with a range of senior leaders. Supported in the… Show more Oversaw the management of a large workload to meet key deadlines; supporting other PA’s across the centre.Created central communication plan for 500 staff that incorporated key performance indicators. Organised company events, including planning, budgeting, and communicating with external parties. Acted as community and volunteering coordinator for the centre. Made domestic and international travel. Developed excellent relationships with a range of senior leaders. Supported in the coordination of large scale office moves. Show less

Various customer and team roles within the contact centre