Michael Jobes Email and Phone Number

In my current role I look after two teams where attention to detail is key. They are tasked with the general servicing of the pension products we provide and the processing of clients who wish to take a withdrawal from their pension account. It is vitally important that the drawdown requests which are submitted for completion are done so accurately and that they are processed in line with the necessary regulations.In this role it is vital that my work is accurate as any discrepancies… Show more In my current role I look after two teams where attention to detail is key. They are tasked with the general servicing of the pension products we provide and the processing of clients who wish to take a withdrawal from their pension account. It is vitally important that the drawdown requests which are submitted for completion are done so accurately and that they are processed in line with the necessary regulations.In this role it is vital that my work is accurate as any discrepancies could lead to larger issues, especially with client's finances being involved. Staffing levels and offline work must be constantly monitored and balanced to ensure the best possible service is provided to clients. I hold probation meetings, disciplinaries and deal with sickness, lateness and other HR issues. I currently handle all of the recruitment for within my teams to ensure the right candidate is hired for the position required.Thoughout my time within my role I have also looked at processes which span other departments, looking for ways that we could improve these and taken ownership of these throughout the implementation of the changes through to completion.In previous roles within this company I also headed up the Auto Enrolment and Direct Client departments. This required me to have a very good working knowledge of all regulations which applied to the Auto Enrolment pension schemes to ensure that our clients were compliant with their staff schemes, where clients failed to adhere to these we would also have to liaise with the Pensions Regulator to inform them of this and look for remedial action for the clients. During this period I was also exposed to the ISA/GIA investment products as part of the Direct Client processes. So again a good working knowledge of these products and the regulations around these was essential. Show less

Team lead for a leading phone manufacturer. I led a team of around 15 agents. These agents took inbound calls and made outbound calls, processed inbound emails and also completed online chat with customers. I also had agents who work on the Social Media team and along with the escalations team who deal with high level complaints. I had to ensure that each member of staff was hitting their KPI targets and have to coach agents who are underachieving to bring them up to speed. On a daily… Show more Team lead for a leading phone manufacturer. I led a team of around 15 agents. These agents took inbound calls and made outbound calls, processed inbound emails and also completed online chat with customers. I also had agents who work on the Social Media team and along with the escalations team who deal with high level complaints. I had to ensure that each member of staff was hitting their KPI targets and have to coach agents who are underachieving to bring them up to speed. On a daily basis I reviewed the stats from the previous day, review my overall workload and prioritise my day in order of importance of the tasks at hand. Each day I gave each agent focus areas for where they were falling behind and praise for areas which they are excelling in. There are also service levels for each line of business which we must achieve every month. Staffing levels and offline work had to be constantly balanced around this target. I monitored calls for quality assurance, I held probation meetings and disciplinary meetings and dealt with timesheets, sickness, lateness and HR issues. I was tasked with being the lead for the Sony Xperia Voice of the Consumer, which required me to gather and analyse the data received from the customer satisfaction surveys which are offered on all inbound calls in the UK so any potential areas of improvement could be implemented. I was also the point of contact for any global issues which occurred with these surveys for all countries in the event there were any performance or line problems. I was trusted with completing the monthly invoicing for the campaign which was a very important job as any errors can have a serious effect on the general running of the campaign. On a monthly basis I fedback the previous months performance across all lines of business to the client and if there are any areas in need of improvement I ensured that clear plans of action were discussed and implemented so these metrics could be achieved as quickly as possible. Show less

Excellent customer service skills were essential. I initially worked as a customer service adviser and helped with stock replenishment. During my time I worked my way to becoming a supervisor of a department. This entailed the ordering of all stock for that department and ensuring all members of my team were on task and working to the highest standard. It also included managing an area on the shop floor, assisting in visual merchandising, stocktakes, cashing up, looking out for opportunist… Show more Excellent customer service skills were essential. I initially worked as a customer service adviser and helped with stock replenishment. During my time I worked my way to becoming a supervisor of a department. This entailed the ordering of all stock for that department and ensuring all members of my team were on task and working to the highest standard. It also included managing an area on the shop floor, assisting in visual merchandising, stocktakes, cashing up, looking out for opportunist shoplifters, and the general upkeep of the store floor. Show less