Robb Richards Email & Phone Number

Cheadle, England, United Kingdom

Cheadle, England, United Kingdom

Driving performance through coaching and support whilst ensuring fair and consistent application of performance management process through informal and formal conversations with team and individuals on a regular basisRecruiting, selecting and on boarding of colleagues giving support training, managing attendance, performance, conduct and wellbeingSetting targets and objectives, reviewing outcomes, motivating and providing support on a regular basisIdentified and delivered regular Continual Service Improvement opportunities aimed at improving overall operational effectiveness, customer satisfaction and service deliveryService excellence focused, understanding the importance of not just achieving desired outcome but also management and delivery overallHighlighted potential process risk and implemented and regularly reviewed control measures to negate risk to the businessActively considered resourcing requirements, made recommendations and implementing change to support growthMaintenance of competence within the team, to relevant standards and frameworks and driving enhanced capability through a culture of learning and continuous improvement

Cheadle

Managing a team of 11 Case Managers and 3 Case Manager Administrators in a busy Complaints department. • Driving and managing performance though coaching and supporting understanding strategic goals and the role the team plays in delivering them through departmental and individual objectives.• Implemented complaint triage model across the business to reduce complaint resolution time from an average of 31 days to 14 days thus enhancing the customer experience.• Applied proactive complaint management structure by efficiently assigning complaints based on skill sets and abilities reducing the complaint pipeline from 583 to 68 within 11 months.• Delivered Continual Service Improvement opportunities aimed at improving overall operational effectiveness, customer service and service delivery.• Managed individual performance development plans, delivered QA feedback and facilitated a minimum of 100 hours of coaching per annum to each individual team member.• Ensured fair and consistent application of performance management through informal and formal conversations with team and individuals.• Overseeing the management of all complaints whilst ensuring governance frameworks and regulations are met.• Liaised with Financial Ombudsmen Service to help assist independent reviews by supplying account specific documentation and audio information.• Effectively communicated relevant departmental and business objectives to team members, departmental and senior mangers on a regular basis.

Leader of a team of 11 people responsible for vehicle compliance and fines management.• Effectively managed and maintained a fleet of over 30,000 vehicles ensuring that 99.45% of vehicles were compliant to UK road laws against the business target of 98.00%• Worked across the business to reduce non value add emails by 20% across a 12 month period which reduce email answer time from 11 hours to 6 hours. • Maintained productive and proactive relationship with both internal and external customer base including senior management teams and Fleet Managers of corporate customer such as The Boots Company, Barclays Bank and Tarmac Ltd.• Conducted monthly performance management sessions and facilitated quarterly performance reviews to all team members whilst managing yearly performance development plans.• Implemented team organised daily huddles to assess daily workload and working resource whilst empowering team members to take responsibility to complete daily tasks.• Introduced fines management cross training program which reduced the average process time of fines from 4 days to 2 days across 22,000 fines processed yearly.• Generated and collated monthly metrics packages to ensure KSI’s being achieved.• Controlled and monitored purchasing budget of over £1 million for taxation of vehicles with the Post Office Ltd and responsible for managing our 3rd party logistic movement company. • Operations Business Simplification Champion across 3 UK and 1 European site delivering an improved MOT process which saved the business over 60 hrs. per month in process time.

Manchester, United Kingdom

Acting Team Leader who managed Vehicle Compliance and Vehicle Order and Delivery teams.• Organised daily roles whilst arranging tasks in priority order in relation to customer KSI’s.• Act as first point of contact for escalated team complaints and queries.• Motivated and encouraged team to hit monthly KPI’s by introducing team incentive schemes and peer to peer recognition increasing customer satisfaction from +35 to +58.• Supported senior management team in collating generated monthly metrics.• Business complaints champion who provided monthly analysis to senior management team whilst ensuring all complaints met FSA guidelines.• Lead DVLA digitisation project which reduced paper processes by 38% saving 41 hours per month and £38,000 in DVLA fines and duplicate documentation fees.

Manchester, United Kingdom

Part of the operation team responsible for buying of lease hire vehicle and securing vehicle discounts• Communicate directly with dealer network to best support customer query resolution• Managed daily dealer correspondence through fully computerised 1Link system• Contributed towards effectively completing vehicle ordering within 2 day SLA• Resolution of customer complaints whilst conforming to FCA guidelines• Achieved Role Model rating by promoting positive working attitudes

Manchester, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom