Michael Gallagher Email & Phone Number

United Kingdom

London, United Kingdom

Surrey

- Extensive experience of coaching and monitoring staff on handling customers within an FCA Regulated environment- Required to frequently liaise with multiple stakeholders across the whole Swinton Insurance business. Working closely with senior business leaders as well as Group HR and L&D team- Planned and delivered Induction workshops for Swinton starters that covered FCA regulation, customer service, sales, complaints and quality assurance- Provided feedback on design and content of Workshop material. Helped to radically restructure the induction program to reduce classroom element in pursuit of a more blended approach moving towards a 70.20.10 solution- Assessor and Tutor for the 'Swinton Apprentice Program' achieving passes in IF1 and IF2 plus Cert PFS sign off for 45 Learners- Delivered front line quality assurance training to Branch Managers to support changes in Swinton's call monitoring process- Delivered a variety of workshops in sales, customer service, mindset, process and system change, quality and regulatory to a range of Swinton employees from new starters to senior managers. Achieving average Net Promotor scores above 9- Identified key training needs across my region and planned an intervention strategy using workshops, 121 coaching and product knowledge quizzes

Surrey

- Managing a Swinton Insurance branch office, leading a team of customer service agents to deliver great results for our diverse range of customers- Providing support on the conversion of new business as well as existing accounts to ensure retention of renewal- Proven experience in delivering a proactive, high standard of customer experience and customer care- Knowledge and understanding of FCA complaint requirements and provision of appropriate solutions for higher risk and/or complex customer situations