Michael Pollard Email & Phone Number

Cambridge, GB

Cambridge UK

Books | Personality Profiling | CVs | Interview Coaching | MentoringI enjoy passing on my vast experience, especially in senior executive recruitment, to help people write a knockout CV, develop great interview techniques, and get a roadmap to the job they really want. Part time only, and at any one time only for a small handful of people who see the.

Wicken Fen

I walk round the reserve, pick up litter, see the wildlife, get in touch with nature and talk to visitors who might want a bit of help in getting the most out of their visit. And I love it.

South Cambridge

Passionate about property and fed up of living in hotels, I set up small but very successful estate agency in Cambridge, before selling it in 2018. It was hard work! But our success was built on great relationships with our customers, great use of technology, and a wonderful small team of people who helped me.

Northampton

Lead on all complaints governance, reporting and improvement activities. Contributed to significant volume reduction activities. Identified and remedied significant reporting and regulatory issues. Lead role in the FCA complaints thematic review.

Cambridge, United Kingdom

Working with the world's largest provider of international education programmes and qualifications for 5 - 19 year olds. Helping to deepen the relationship with schools in over 160 countries with a great team of overseas representatives.Managed an extensive global recruitment campaign, successfully hiring over 20 highly talented educational leaders.

Various short term assignments

Nottingham

• Leadership of a complaint handling remediation programme.
• Leading key workstreams in a complex, unique arrangement with the Financial Services Compensation Scheme
• Preparation for a Contact Programme for all holders of PPI policies
• Negotiated substantial saving in costs of new complaint handling systems
• Interim operational management of complaint handling teams
• Redesigned key processes and policies which delivered significant cost and customer benefits

Various short term consulting assignments.

London

Consultant working with the Board to transform the client service capability, improving customer satisfaction and loyalty and significantly reduced complaint volumes.- recruited new senior management team- introduced new client satisfaction surveys and metrics- aligned processes and teams to client needs

London, Norwich, Stoke, Lincoln, Warrington, Glasgow, Newcastle

Responsible for complaint handling and for eradicating causes of complaint in BT Retail. Leader of a team of 850 complaint handlers with a multi-million pound budget. Member of Customer Service Leadership team, responsible for contact centre performance and 14,000 staff globally.Winner of UK Contact Centre Association "Best Customer Focus" award in 2007.

London, United Kingdom

Responsible for complaint handling in Barclays and for eradicating causes of complaint. Lead contact for the relationship with the FSA. Changed policies, processes and behaviours of 30000 front line staff. Managed complaint handling teams of over 350 staff

Head Of Human Resources - Group Chief Administrative OfficeSenior Manager, Group Internal Audit

Secondee to the FSA reviewing strategies and risk management effectiveness of authorised banks. On site visits and discussion with senior business leaders and Board members, recommending remedial actions and identifying best practice improvement opportunities.

Senior Credit Risk Manager, Barclays MortgagesCorporate Relationship Manager, KentManagement Development Programme

Management Programme In International Banking

Education record