Mark Innes Email and Phone Number

Day to day management of the department, resulting in a professional and accurate service for the Company and clients. • Promoting professionalism throughout the workplace by showcasing the standard of behavior expected and leading by example. • Day to day management of Team Leaders, including completing monthly 121’s, assessments, RTW’s.• Ensuring the efficient distribution of workload to departments ensuring claims are worked within set timeframes. • Ensuring all KPI’s and targets are achieved. • The delivery of relevant, timely statistics and reporting for the Senior Leadership Team. • Motivating and developing employees, identifying training needs and providing guidance as necessary, ensuring individuals are regularly assessed by their Line Manager. • Pro-actively highlighting areas of improvement to their Head of department, ensuring any ‘on the day’ issues are reported in a timely manner.• Ensuring compliance with all regulations and guidance as set out by the relevant regulatory bodies. • Liaising with the HR and Recruitment team to ensure the recruitment needs of the business are met. • Work alongside Senior Leadership team to determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis. • Defining and promoting customer-service standards; contributing information and analysis to organisational strategic plans and reviews.• Maintaining and improving Company operations by; monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing audits and analysis, managing system and process improvement and quality assurance programs. • Establishing and managing excellent relationships with 3rd parties. • Ensuring all documents are handled in accordance to our data protection, clear desk, and scan and destroy procedures. • Complying with the Company’s Health and Safety policy.

To manage, coach and develop a team of 16 claims processors to achieve daily targets and meet the high quality standards expected by Ministry of Justice and Financial Ombudsman Service. • Plan and implement support needed for other teams within the department dependent on business needs. • Ensure daily targets and KPl's are met through performance management and effective Development Plans. • Analysed data and created reports to proactively manage customer satisfaction. • Promoted sales leads to increase company revenue. • Defined and assessed feedback to aid with continuous business improvement. • Manage industry regulations with regards to data protection and compliance policies. • Led and motivated my team by reward and recognition and by promoting positive behaviors.

I was responsible for a team of up to 15 customer service advisors, to lead and develop in line with key performance indicators. • Achieved business KPI's through effective coaching and mentoring. • Identified development areas for individuals within my team and tailored coaching to suit their needs. • Managed capability and conduct concerns to achieve a healthy resolution for both the business and individual. • Implemented change within various teams to adapt to business needs in line with the company's mission statement. • Analysed data and created reported to proactively manage customer satisfaction.• Promoted sales leads to increase company revenue. • Defined and assessed feedback to aid with continuous business improvement. • Manage industry regulations with regards to data protection and compliance policies. • Led and motivated my team by reward and recognition and by promoting positive behaviours

Clients - Vodafone customer services - Upgrades and retentions, Sky customer services, NTL customer services and Egg financial Services. • Responsible for leading and managing a team of 12 people to a high standard and coordinating change in a fast paced outsource environment in order to meet client’s requirements and demands on a daily basis. • Maintained the high industry standards of data protection and compliance for Garlands each company represented. • Effectively Implemented and Managed change with my team successfully in an ever changing outsource environment not only to meet existing client needs but new ones too. • Managed behaviors throughout change to maintain a healthy relationship between employers and employees. • Motivated and inspired my team to do a great job and feel like a valued employee and member of my team, through reward and recognition. • liaised with various levels within the company and companies working for up to director level to gauge the needs of the clients and select the right people for the right job efficiently to meet start dates and deadlines and excel in delivering KPI's set, not only at team level but positively contributing to the success of the company.