Mitchell Dawe Email & Phone Number

Bristol, England, United Kingdom

Key Responsibilities:- Lead Contact Team co-workers to achieve agreed targets and high quality of customer service.- Monitor team performance on customer contacts throughout the working day and take appropriate action to maximize performance against service level delivery.- Identify trends and potential challenges to service delivery and engage with stakeholders to escalate issues and drive solutions.- Act as a focal point for Continuous Improvement activities and proactively seek and promote the adoption of continual improvement measures and best practices within the team.- Work closely with the Quality Assurance Manager to deliver high quality service and ensure compliance with the Training & Competency framework.- Provide effective resource planning and work allocation in line with demand to enable the team to maximise their performance.- Support creation/maintenance of a positive culture of engagement in line with the Bank’s mission and values to create a positive working environment and highly motivated customer focused team.- Ensure effective documented training and bespoke coaching plans for new and existing co-workers.- Comply with all regulatory obligations and internal governance to help ensure ethical behaviour, working to deliver good customer outcomes and avoiding foreseeable harm in line with Triodos’ practice of putting customers at the heart of what we do.

Bath, United Kingdom

• Day to day running of the team, making sure there is enough resource to tackle the daily, weekly and monthly demand.• General people management – performance, development and coaching including regular one to one meetings.• Run daily and weekly MI to spot any trends and identify root cause.• Be the first point of contact for any escalations that need to be handled in a timely manner.• Work closely with the service delivery manager to support them where needed. This can include running team leader meetings, working with other managers across the business to achieve goals and to deputise when they are not present.• Identify areas for improvement. Break down the process and use lean methods to produce an improved outcome for the customer.• Undertake project work which will involve identifying sponsors and key stakeholders within the business.• Review personal development by creating a plan and review on a frequent basis.• Assist in recruitment – running interviews, phone exercise and group exercise. Grade interviews according to answers and feedback to managers with clear outcomes.• Succession planning.• Oversee risk within the business including root cause analysis to mitigate future events.• Mentor others in peer group using GROW techniques, feedback and personal experience.• Manage customer expectations and grow relationships whether it be online (skype), phone or face to face visits.

Bath, England, United Kingdom

Bath, England, United Kingdom

Bath, England, United Kingdom

Bristol, United Kingdom

To ensure all aspects of New Business processing are completed correctly and efficiently, in accordance with the rules laid down by the regulatory bodies and the agreed company business practices and standards.Key Roles & ResponsibilitiesThis is a key role in ensuring the efficient processing of applications and ensuring that IFA expectations in relation to processing times are met.- Vet applications received and request any outstanding documents / information.- Process applications promptly and accurately, following standard procedures, in accordance with the department and business priorities. - Liaise with IFA’s and 3rd party providers to ensure timely completion of applications.- Answer queries raised by the client, IFA, or other business partner.- Produce post sale illustrations as required.- Check completed work and provide relevant feedback to colleagues.- Undertake project work as and when required.- To ensure that behaviour and conduct is consistent with Sanlam Investments and Pensions' TCF commitments.

Bristol, United Kingdom

Key Responsibilities• Administrating all financial advisors’ paperwork, ensuring the correct documents go to the right departments, all information is entered correctly on the system and filed away accordingly.• Carrying out administrative tasks such as daily, weekly and monthly checks for branch risk and controls. • Liaising with different departments to ensure the best possible customer service. • Analysing and ordering the right amount of cash for the branch.• Handling sensitive data and understanding the customer’s requirements whilst ensuring the right processes are followed. • Adapting to all positions such as hosting and answering queries on the side desk. • Managing counter and training new staff members in Bristol’s busiest branch. • Being compliant at all times and adhering to FCA guidelines. • Getting it right first time for processes and with customer’s expectations.• Chief cashier role – Opening and closing the branch making sure the branch balances and each cashier has enough money.• Signing any visitors in, while making sure all security regulations are met.• Making sure the customer is at the heart of every decision to benefit not only the customer, but the bank also.

Clevedon, Bristol

Using large databases to fix home entertainment products over the phone. Booking engineers and suggesting products to benefit the customer was also a secondary task in the role.

Bristol, United Kingdom

Multi skilled motor/home insurance adviser amending policies and answering queries in a fast paced call centre. Up selling relevant products, sending out letters and adhering to call handling times formed our overall targets.

A-Level, Media Studies, Design & Technology And Business Studies

Gcse, A, Double B, 5 C'S