Rob Williamson Email & Phone Number

Bristol, United Kingdom

• Site Champion for Customer First (Customer Service) Performance • Site Payments and Home Insurance SME• Ensuring compliance with PCI and AML regulations. • Root cause problem solving of process issues and identifying solutions• Dealing with team member absence, sickness, disciplinary and other related human resources issues to business policy standard• Staff recruitment and interviewing • Leading and motivating the team to provide a high level of customer service• Identifying team shortfall and providing efficient and effective coaching and development• Post, fax and e-mail correspondence with customers• Regular performance reviews on a one to one basis • Meeting performance targets • Taking ownership and dealing with complaints within FCA guidelines• Implementing business strategy into daily team objectives• Auditing team activity to ensure compliance with business and industry standard• Holding daily team meetings during which team performance is analyzed and targets set in place, company cascades or regulatory changes would be addressed during these meetingsAdditionally I regularly acted as Operations Manager step up overseeing 60+ people. Duties included:• Overseeing and leading Team Leader performance• Ensuring compliance with projected department performance• Establishing scope and execution of additional services within department• Ensuring all operational roles within department remain compliant with regulation• Resolving of known customer issues and liaising with relevant departments • Delivering customer experience improvements.

Bristol, United Kingdom

• Taking calls from customers• Taking payment and changing payment details• Organizing payment plans and identifying solutions to policyholders financial situationsAdditionally I regularly acted as team leader referral. Duties included• Taking over difficult calls and agreeing resolutions to situations• Sending out team statistics and KPI information• Holding team huddles• Process confirmation (side by side coaching) to improve team performance

Barnstaple

Btec National Diploma Applied Science (Sports Studies)

Education record