Michael Knight Email and Phone Number

Cost provisioning for projects. Horizon scanning for events which will affect Barclays in relation to costs and staffing. Quality Assurance lead to ensure financial models meet internal audit and SOX requirements.

I led the Quality Control function across Barclays UK in Northampton for Cards and Telephony with a team of customer quality associates responsible for assessing over 250 case handlers and telephony agents. Carrying out RCA to amend the process flow to ensure the most appropriate outcome in relation to our customers. I want all the case handlers under my remit to understand why 100% quality is the minimum standard our customers should expect and for my Customer Quality Associates to be able to reinforce that with them. Involved with the initial training for new entrants to provide a positive influence from the beginning reinforces the message that quality is of the utmost importance.Also heading up a number of digital initiatives including Site Lead for IT in Northampton, developing the Digital Eagle proposition and holding Code Playgrounds for 7-17 year olds. In 2016, we were co-nominated by Northampton Borough Council for an O2 NextGen Digital award, finals held at the House of Lords.Previously team leader for decision makers for PPI mis selling. Responsible for setting targets in relation to quality and quantity to ensure customer get the best possible service and outcome for their individual circumstances. Ensuring FCA regulations are adhered to and minimising the possibility of complaints being escalated to the Financial Ombudsman Scheme. Recruiting and retaining quality team players who can work to demanding quality standards. Liaising with senior management within Barclaycard so that my teams efforts are recognised for high performance levels.

As an Apprenticeships Academy Manager, I have juggled a number of critical business constraints including work based learning relationship with Bedford College, contributing employers, existing and future apprentices and key staff. I have demonstrated a consistently high level of expertise in keeping all parties involved, contributing and benefitting from the fabulous experience apprenticeships can bring.The reason I have enjoyed carrying out my role the most? Feedback from my apprentices who have gained their technical qualifications and moved into full-time permanent roles in their chosen profession. Feedback from my colleagues shows I am motivational, commercially focussed and get the job done in the 'right' way.

Working with clients who want the best independent mortgage advice so they can have the peace of mind in knowing they made a choice best suited for their needs. Also ensuring they and their families are protected in the event of adverse circumstances. A high level of repeat and referral business reflects the service I provide.

Set up the Mortgage and Insurance business from scratch, arranging products for local clients introduced by Polders Estate Agents in Earls Barton. Business name changed to Michael Knight Mortgages in order to reflect the high level of personal service offered by the business.