In Santander UK’s Financial Support Team, I lead, inspire and influence 8 Team Managers and c100 Front Line Colleagues to deliver a best in class financial care service to our customers. My responsibilities include:• Daily, weekly and monthly reviews of key business metrics including Net Promoter Scores, Quality Control Audits, Efficiencies and Complaint volumes.• Regular coaching observations and coaching sessions within my team to drive motivation and ensure key KPIs are met.• Plan and prioritise activity within my team and across my business area, leading them to meet customer telephony demand.• Project management support to help drive change, either regulatory or to proactively improve customer and/or employee journey.• Continued commitment to embed a strong people culture that defines overall standards, people development and an engaging working environment.• Provide guidance for and chair formal HR hearings while building strong relationships with the HR team and Unions.• Subject matter expert for Santander’s personal banking, credit card and unsecured personal loans arrears portfolios. This includes working with operational support functions and other business areas, building solid, cross functional relationships with key stakeholders.

Responsible for managing, influencing and coaching up to 15 front line colleagues to deliver a high quality performance. My key responsibilities were:• Delivering against operational performance, quality and customer experience KPI’s, through excellent business planning, effective change management, coaching support and setting actions that motivate teams whilst ensuring high performance is maintained.• Completing effective 1:1’s, having regular discussions around performance, quality and career progression.• Engaging with HR to manage disciplinary, capability and grievance related issues, acting as a hearing manager for cases when needed.• Maintaining the team’s SLA’s and KPI’s such as performance and quality outcome scores, setting daily actions for their individual development and for the benefit of the team/department.• Managing overall grade of service for the contact centre, supporting incident escalation and reporting call drivers.• Deputising for my Business Manager while on annual leave and acted as their second in command to ensure the effective day to day running of the operation. • Subject matter expert for Santander’s personal banking, credit card and unsecured personal loans arrears portfolios. This includes working with operational support functions and other business areas, building solid, cross functional relationships with key stakeholders.

Offered support and solutions to customers who were in arrears and/or financial difficulties. Promoted and delivered best in class customer service to everyone I helped while maintaining a conscious effort to balance with reasonable solutions to deliver on key business objectives including profit and customer satisfaction.