Rob Hewes Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

• Managing the registers of veterinary surgeons, veterinary nurses and register of veterinary practice premises – including initial registration, annual retention and removal.
• Line Managing the Statutory and Eligibility Specialist Manager, Membership Manager, Senior Registration Officers, Registration and Membership Officers.
• Leading Customer Experience strategies
• Manage & plan resourcing for the Department
• Recruitment for department and other parts of the Organisation.
• Developing strategy to ensure department objectives are met, including overseeing the full Renewal process

• Leading a team consisting of 3-4 Team Leaders and 50 Coordinators
• Achievement of Department Service Level Agreements and Targets
• Work closely with the other Operations Managers to ensure service levels and standards are consistent
• Lead responsibility of CAI Investigation across the Operations Department
• Attend meetings and be active in Improvement of Business-critical projects
• Empower and encourage the team to make decisions based on available facts and sound judgement

London, United Kingdom

• Leading the Centralisation of the Complaints function at the bank
• Implementing a New Complaints system into the business
• Responsible for Managing verbal and written Complaints on behalf of the bank
• Investigate, respond and resolve complaints including satisfactory quality disputes
• Strong knowledge of FCA rules, guidance and expectations in relation to DISP
• Complete Route Cause analysis, identifying trends and emerging risks to the business

London, United Kingdom

• Managing a high performing team of Associates within the Supervision, Retail & Authorisation Contact Centre
• Managing Associates who were assisting both new and existing firms through the authorisation process. Gaining a strong understanding of the end to end process for Firms being regulated, including reporting, fees.
• Conducting Quality Checks on various contact channels to ensure Associates have provided the correct guidance or information. Giving Coaching and feedback as a result of these regular checks.
• Duty Managing the department (circa 130 Associates) to ensure service levels were achieved by Phone line, webchat and correspondence.
• Various divisional & organisational project work
• Responsible for the Department recruitment and also recruiting across the wider Organisation.

London, United Kingdom

I was an associate of Momenta Holdings Ltd. My contract was working on behalf of a major High Street bank, specialising in remediation & redress