Lynn Gilbert Email & Phone Number

Peterborough, United Kingdom

• Motivation and development of Team Managers to achieve their maximum potential, with a clear focus on driving excellence in customer service delivery
• Identify and implement strategies to improve quality of service, productivity and profitability
• Working with other business departments on change initiative projects to improve performance and introduce new products and processes
• Define and communicate customer service standards, sharing and acting on customer feedback where appropriate
• Ensure opportunities to improve business performance and improve customer experience are identified, documented and communicated to relevant stakeholders across the business
• Support change initiatives and projects to ensure the success of changes implemented within the contact centre and to customer experience

Peterborough, United Kingdom

• potential of people through engagement, identifying and arranging learning and development, coaching and feedback, both individually and collectively
• Role modelling through demonstrating positive behaviours, continuous improvement principals and effective problem solving
• Contribute to business strategy by supporting the delivery of the department’s objectives and engaging staff in the part they play to achieve collective success.
• Keeping the customer experience at the heart of everything, ensuring that all staff treats customers fairly at all times.
• Proactively identifying trends and using relevant data/information to understand emerging issues
• Measure the departments KPI performance and audits and implement any necessary changes for improvements

Peterborough, United Kingdom

• Performance manage a team of 12 people to meet the required KPI’s, SLA’s and Audit targets
• Consistent achievement of agreed team productivity targets
• Ensure staff meet technical competency targets
• Manage performance by implementation and management Targets and Objectives
• Interpret and understand Management Information reports and take effective action to improve performance by coaching and supporting individuals
• Implement changes to policy and procedure within the unit

Peterborough, United Kingdom

• Arranging appointments for assessors to inspect damage to policyholders property
• Managing multiple assessor’s diaries while also maintaining KPI and service standards
• Managing Customers expectations and matching the customer’s needs to the appointments available

Peterborough, United Kingdom

Peterborough, United Kingdom

Peterborough, United Kingdom

Diploma In Office Procedures

● Cse’S – Maths, English, French, Italian, Geography, Art, Science