Mel Bellamy Email and Phone Number

Corporate and Sports Healthcare Solutions, Systems and Process Improvement and Development, Client Relationship and Account Management, Cost Containment, Team Management, People Coaching and Development.

• Taking specific responsibility for the coordination and action planning on high value debt resolution with key account customers. • Motivating and managing a large team to work efficiently and cohesively to deliver KPIs• Using Net Promoter Score data to drive continuous improvement• Taking a leading role in the design and development of the customer service charter to deliver world class customer service (Definity)• Recruiting, welcoming and training new team members, ensuring they are fully familiar with company values and performance standards• Carrying out staff reviews, acknowledging strong performance and coaching and mentoring team members to support and encourage them to reach full career potential and to ensure the delivery of the ‘customer first’ value• Mentoring new Team Leaders joining the business ensuring they are fully trained and competent• Promoting a commercial focus within the team ensuring employees understand their role in maximising margin by sharing key information and results• Deputising for the Head of Billing in their absence reporting directly into the board of directors on financial performance against plan and productivity• Leading the team through complex migrations of billing systems, SAP, Rapid Xtra, Gentrak Velocity• Dealing with highly emotive, confidential and sensitive situations in a professional manner• Being a positive role model

• Being the focal point for support to students, parents and colleagues, giving advice on how to address the varying requirements of children with additional needs• Leading a team of Learning Mentors and heading the delivery of specific training needs, per pupil, to teaching staff• Coordinating and timetabling the provision of outreach support from external providers, arranging and chairing meetings and agreeing appropriate interventions• Ensuring all possible factors are taken into account and evidenced to regulatory bodies to allow students with additional needs to sit examinations in equitable circumstances• Clerk to the Governors

• Carrying out administrative duties related to trust NVQ programmes including the creation and issue of course documentation and training materials• Development of course materials and guidance notes• Checking workbooks for accuracy and integrity against quality control guidelines, maintaining data on paper and on computer systems• Engaging with clients over the telephone and in writing, minute taking and cash handling

• Managing a team of 35 staff, including 4 Team Leaders, to deliver own and business objectives, monitoring call handling techniques, providing regular feedback and coaching to improve individual and team performance• Monitoring call-handling statistics and trends, making appropriate changes to the staffing profile to ensure the delivery of seamless customer service• Recruiting and training new team members on effective call handling techniques• Corresponding with customers, solicitors and regulatory bodies, attending tribunals if required

All administrative duties relating to the negotiation and settlement of Personal Lines and Commercial Motor and Property claims, including telephone and written correspondence.