Rebecca Baker Email and Phone Number

*Lead the Referencing team for two of the Barbon brands to deliver exceptional customer service throughout all interactions.*Lead team of 6 direct reports to exceed all department KPIs and deliver business objectives.*Inspire and develop team to fulfill their potential and achieve professional goals *Manage the resourcing and recruitment requirements of 100 operational FTE.*Liaise with current suppliers and external providers to identify potential improvements to the Referencing proposition and implement effectively to improve operational efficiency.*Support the business with projects and implementation by representing the Referencing department as process expert and owner.*Support with client training to ensure a smooth transition when using Referencing services

*Lead team of 14 direct reports to deliver individual and department KPIs*Deliver effective coaching to all direct reports to improve the overall performance of the team*Monitor customer complaints and resolve effectively while spotting areas for improvements in the process*Develop direct reports through effective and motivational 121 meetings where stretching objectives would be set*Deliver department strategic objectives in conjunction with the Operations Manager

*Be a role model within the Referencing department and lead by example at all times.*Provide support to the Team Leader with performance coaching requirements within the Referencing department.*Support Referencing Executives with processing queries and ensure that information given is accurate and informative at all times.*Spot error trends through monitoring department MI and developing effective supporting material for Referencing Executives.

*Work as part of a team to deliver the department KPIs each day by ensuring that your own performance was in line with the company targets and objectives*Make assessments on tenancy applications by gaining references from residential and financial referees*Assess each application for potential risk and adverse credit history before making a recommendation on the application*Answer inbound queries from customers who require support with their application and aim to deliver first call resolution at all times*Deal with customer complaints when they arise, ensuring the where possible, complaints are resolved before close of business on the next working day

*Provide support to the Administrative officers at the Lincoln site.*Liaise with Trainers via email and phone to assess their availability for training courses across the United Kingdom for all HMRC employees.*Publish available training courses on the Intranet and support with booking delegates onto training courses including queries and changes where required*Liaise with training venues across the United Kingdom to book training rooms for a variety of training sessions ensuring access to the venue was suitable for all attendees*Work with other areas of the business to arrange for training materials to be created and delivered to the training venue ahead of any scheduled training sessions