Marc Docherty Email & Phone Number

Glasgow, Gb

Manchester Area, United Kingdom

Glasgow, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Deloitte run project for Virgin Money, providing support for staff investigating the mis-selling of PPI. In this role my daily duties included:Providing operational floor support to 465 handlers in person and via telephone and emailLiaising with Governance team and Operation Managers to facilitate fair outcomes for customersServing as operational representative in quality fail forums, taking accountability for agreeing case ratingsDelivering training sessions to accelerate the implementation of changes to process maps and proceduresResponsible for implementing process and system improvementsAccountability for the coaching and development of new staff members to deliver exceptional levels of serviceDeveloped innovative training and support tools to facilitate the smooth transition to the working from home environmentManaging the implementation of high-profile remediation projects as a subject matter expert

Working on the Bounce Back Loan scheme within Clydesdale and Yorkshire Bank, which was introduced to support businesses during the Covid-19 pandemic.

Deloitte run project for Virgin Money, gathering data for the investigation of concerns raised regarding the mis-selling of PPI.

Used the Protecting Vulnerable Groups (PVG) system alongside a range of criminal databases including Criminal History System (CHS), Police National Computer (PNC) and the Criminal Records Viewer (CRV) to highlight potentially dangerous or fraudulent applications

Customer service role which involved arranging medical consultations for patients and booking examinations. BSMSA certificate in medical terminology obtained.

Customer service role in National Savings and Investments Bank, responding to incoming calls regarding general banking enquiries as well as sales.