Paul Roberts Dip Cii Email & Phone Number

Stratford-Upon-Avon, England, United Kingdom

I am responsible for leading, managing, developing and delivering Quality and Competency across my business area. This is achieved through the implementation and monitoring of an effective Training and Competency Scheme and Thematic Reviews to ensure colleagues have the knowledge and capability to successfully and compliantly deliver business objectives.

Stratford Upon Avon

Provide support and guidance on all aspects of quality to help maintain compliant and efficient sales processes in accordance with all company procedures and internal / external regulatory requirements to help reduce operational and regulatory risks whilst improving customer experience.

Brindley Place, Birmingham

Promotion of consistent high standards to display professional and regulatory standards. • Delivered 1st class customer experience to instill trust and confidence providing advice and recommendations to customers suitable to their needs.

Wolverhampton, United Kingdom

Directed work requests through a number of business areas to revise compliance to group policies. Held accountable for operational risk, outcome testing, and group policy key control testing.

Wolverhampton, United Kingdom

Established, launched and retained Training & Competency Scheme across specialist complaint handling. Held accountable for circa 200 colleagues across 5 sites; planned training modules as necessary, and functioned closely with managers and team leaders to deliver training at a high standard.• Introduced revised Group Complaints Handling Policy into business area ensuring compliance, and attained target of 95% fair customer outcome within 3 months deadline.• Skilfully analysed management information to identify trends and put plans in place to improve overall performance.• Expertly produced monthly MI incorporating analysis, commentary and recommendations.

Wolverhampton, United Kingdom

Supervised performance, monthly 121s and all other HR related issues, including absence management and disciplinary procedures. Established strategic goals by gathering pertinent business, financial, service, and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes.• Expertly recruited employees and headed a sales team of 20 colleagues within a busy call centre to raise performance and achieve all team and business targets within time.• Met with clients to maintain communication and enhance teams' execution on investments and training reports.

Level 3 Certificate In Insurance

Certificate Of Mortgage Advice And Practice (Cemap)

Ba (Hons), Leisure Management, 2:1

Access To Higher Education

Gcse, 7 Gcses Grades A-C

Risk Management Framework, Operational Risk Management, Governance And Control Environment