Paul Luck Email & Phone Number

• Key Responsibilities:
• Leading and managing all aspects of the customer journey, from making a claim to handling customer complaints for motor breakdown and home emergency insurance.
• Day to day Management of 92 staff through line management and coaching of 6 direct reports
• 4 Claims teams and 2 (in-house) Customer Relations teams
• Compliance with Financial Conduct Authority / Ombudsman requirements
• Initiation, implementation and oversight of 2 outsourced Complaint handling (satellite) sites (14 fte)

Legal & General

• Final Salary (Defined Benefit) and Small Self Administered Schemes (Defined Contribution)Key Responsibilities:
• End to end Customer Relationship and Service proposition, with circa £800m assets under management.
• Day to day management of 37 staff through line management and coaching of 9 direct reports.
• Deliver and develop service proposition, maximising efficiency, effectiveness and fee income.
• Instigation and completion of business change.
• Scheme Retention.Key Achievements:

Kingswood

• Occupational Money Purchase Pensions (Defined Contribution)Key Responsibilities:
• Day to day management of 72 staff, through line management and coaching of 8 direct reports (5 Team Managers and 3 Technical Business Analysts).
• Deliver and develop service position, maximising efficiency and effectiveness.
• Identify and realise potential cost savings - budget = £3.5m.
• Compliance with FSA / TPR and Ombudsman requirements.Key Achievements:
• Designated Manager responsible for Technical Consultants (July 2011).

Credir Card Operations

• April ’03 to July 2008 – Senior Operations Manager – Card Operations (Brighton) In excess of 260 staff (inc 8 Managers) Responsibilities: 4 diverse Operations across 3 sites:
• New Business - circa 120FTE - processing all Lloyds TSB Bank credit card applications (circa one million per annum).
• Customer Services – circa 45FTE – dealing with all Credit Card related correspondence.
• Credit Card Disputes & Chargeback’s – circa 40FTE – dealing with disputed Credit Card transactions and CCA claims.
• Cash ISA’s – circa 60FTE – dealing with processing applications and all related customer service issues. Key Responsibilities:
• Day to day management of 260+ staff through direct management and coaching of 8 Managers.

Retirement Planning Certificate

Trustee Toolkit

Associate'S Degree

Certifcate In Management Studies

Certificate In Business Studies

Education record