Michael Scott Email & Phone Number

Speke, England, United Kingdom

• Implemented Aspect Workforce Management within Customer Care, whilst taking the lead on user security access and training Team Leaders on effective use of the system.
• Liasing with stakeholders to identify and mitigate potential risks, helping form strong relationships across all areas.
• Leading the scheduling of all Customer Care training
• Analysing shrinkage and staffing shortages, making recommendations to prevent poor performance.
• Supporting wider teams with queries and also worked well within my own team, assisting with continuous improvements to processes across all areas.

• Contacted and negotiated with customers in order to agree changes, amendments and corrections to account or personal information e.g. Increased credit limit, additional payments, notice of correction to credit.
• Carried out duties and any other activities in line with relevant policies and procedures in order to comply with regulatory and quality requirements I.e., FCA guidance on responsible lending, relevant sections of.
• Work within strict financial and authorisation limits as specified by the policy team in order to mitigate risk to the organisation from incorrect release of orders
• Actively suggested improvements to the duties of the role in order to continuously improve processes