Natasha Briscoe Email and Phone Number

Leading on transformational change to improve the customer experience at all touch points of the service. Role model professional behaviours, empathy and service excellence to put the residents at the heart of our services. Lead on the Customer Service strategy to tailor services to meet the needs of resident. Implement new services and processes to improve the customer journey and experience with Phoenix. Support and initiate cultural change to support the Phoenix vision to… Show more Leading on transformational change to improve the customer experience at all touch points of the service. Role model professional behaviours, empathy and service excellence to put the residents at the heart of our services. Lead on the Customer Service strategy to tailor services to meet the needs of resident. Implement new services and processes to improve the customer journey and experience with Phoenix. Support and initiate cultural change to support the Phoenix vision to build a better future for the community. Build strong relationships with colleagues and partners. Lead on the customer care approach for the organisation including complaint handling and resolution. Show less

Manage a team of advisors to offer resolution to residents at first point of contact Drive service delivery and improvements for the organisation Model best practise, improve knowledge and skills encourage learning Utilise CRM system for for 360 view of the customer Assist the development and delivery of the MyPhoenix resident portal for transactional service delivery Manage the contract for OOH call handling and service response Book and manage day to day responsive… Show more Manage a team of advisors to offer resolution to residents at first point of contact Drive service delivery and improvements for the organisation Model best practise, improve knowledge and skills encourage learning Utilise CRM system for for 360 view of the customer Assist the development and delivery of the MyPhoenix resident portal for transactional service delivery Manage the contract for OOH call handling and service response Book and manage day to day responsive repairs Oversee and plan the repair journey and report any service impacts to client function of repairs service to deliver improvements Work with other departments and stakeholders to deliver service with SLA guidelines and improve the customer experience Show less

Insight and Learning team leader that consults with residents, colleagues and stakeholders to improve the customer experience and produce learning outcomes to drive the performance of customer satisfaction.

Project management of the communication of service departmentsManagement of internal and external websiteDesign of marketing material using creative cloudSocial media management and communication

Resolving resident enquiries and liaising across all departments helping to improve customer satisfaction year on year from 70 -90% Nominated for customer service representative of the year 2016

 Resolving customer queries/complaints and ensuring delivery and service meets SLA agreement Risk management in terms of assessment and affordability checks on new business Managing and empowering a team of sales and account advisors to hit store budget and forecast  Monthly Store Profit and Loss managed through weekly tracker and commercial board Encouraging business growth via mail shots, client contact, commercial acumen and customer relations Managing and… Show more  Resolving customer queries/complaints and ensuring delivery and service meets SLA agreement Risk management in terms of assessment and affordability checks on new business Managing and empowering a team of sales and account advisors to hit store budget and forecast  Monthly Store Profit and Loss managed through weekly tracker and commercial board Encouraging business growth via mail shots, client contact, commercial acumen and customer relations Managing and reviewing colleague performance consistently via 121’s, OCLs and daily targets Keeping accurate account data and working within FCA, OFT guidelines Stock management including weekly invents, repairs, loan products and maintenance Working within budget and payroll parameters Health and safety and store and company compliance Communicating with various departments (internal and external) Show less

 Performance managing colleagues setting objectives – reviewing objectives Responsible for Sales floor merchandise and display and sales floor KPI targets Selling product care and ensuring uplift in sales up 10%+ weekly Training and developing new and existing staff to be multi-skilled  Improving store standards – setting mystery shopper objectives Resolving customer queries and complaint and promoting customer satisfaction surveys