Mark Smith Email & Phone Number

Cardiff, Wales, United Kingdom

Cardiff, Wales, United Kingdom

My role involves being the frontline point of contact for customers, where I manage a wide range of needs, including general enquiries, setting up new accounts, managing existing customer funds, registering Power of Attorneys, and handling bereavements. This year my role profile has expanded to answering customer questions on our mortgage phone line. In addition, I also cross sell our insurance products, along with our protection options. I carry out Decision in Principle for customers starting their home buying journey. I support My colleagues by answering phones, handling cash transactions, identifying other needs such as mortgage or insurance opportunities, and contacting customers to retain both mortgage and savings balances. I offer our services through face-to-face or telephone appointments on a non-advised basis, and since the pandemic, I carry out appointments with customers via webex. I take pride in delivering second-to-none service and have a database of positive customer feedback to support this claim. I am hardworking and energetic nature has earned myself a reputation as a 'go-to' person in a range of areas, and I often cover various branches to support with training and coaching. I thrive in fast-paced environments, can work effectively both in a team and independently, and take responsibility for my own development both in and outside of the workplace. Your strong NPS score with over 60 responses, with a NPS of 97% in 2022 demonstrates an ability to consistently deliver outstanding customer service.

Cardiff, Wales, United Kingdom

As a trainer on secondment in head office within the customer service department, I was force to be reckoned with! My main duties included training new starters across various teams, including the customer service team, mortgage admin, CCR, underwriters, bereavement team, savings team, and customer support. I was a pro at upskilling existing staff on process change and could deliver training in group sessions or one-on-one at the person's own desk with ease.I was a real go-getter, and I knew that to be able to deliver effective training, you had to spend time with each department to learn their roles. And boy, did I learn! I worked on most of the training, bringing it up to speed with the latest techniques and technologies, and created new training content from scratch. I worked on a number of new projects, and I weren't afraid to take charge. I developed both the skills and training for them, including spearheading the bereavement process. Thanks to our efforts, the process was streamlined, allowing an increase in probate limits and the ability to email documents rather than having to post documents or attend a branch.There was collaboration with the savings department. Using your experience of the branch network, you came up with a brilliant plan to send work from the savings team for the branch network to do. This has now evolved into a customer system called get next rather than posting out work to the branches it is uploaded to be worked on anytime. I left the role to return to the retail network.

Cardiff, Wales, United Kingdom

I am dedicated and passionate individual I took the role as the first point of contact for the branch seriously. I am committed to delivering an exceptional experience to my members, always ensuring that their needs are identified and met in a personalized way. My hard work and dedication have not gone unnoticed, as evidenced by the 'Delivering with Passion' Colleague of the Quarter award. Additionally, my leadership skills shine through as I take ownership of huddles and deliver key updates to the team in the absence of management.

Cardiff, Wales, United Kingdom

My role was based within customer services running the IT support for customers. The role was split between managing the team and serving customers. I would create and maintain rotas to ensure staffing levels were right for the level of customer interaction and demand. The practical part of the role was helping customers set up and maintain computes, IPads etc. I would also manage the shop floor in the absence of a manager. I also was responsible recruitment and coaching of both new and existing partners.

Cardiff, Wales, United Kingdom

I started working as a Christmas temp, before being taken full time after Christmas. I started working in the Cafe and within six months i was asked to be a team lead. This role required me to manage the team while stepping in to cover any section that was needed. I coached the existing staff and help recruit new members of staff. After working in the cafe for 2 years I was asked to move to the same role within the food hall.

Sydney, New South Wales, Australia

I worked as a tour guide for the opera house, which required planning tours for large groups. While there I worked with tour companies, hostels, hotels to increase numbers of tours and increase gift shop sales. When i worked there, the opera house didn't allow walk in tours, I worked with management to allow this and as a result it is now standard to have walk in slots.