Robert Stevenson Email & Phone Number

Cardiff, Wales, United Kingdom

• Managing the team KPIs
• Coaching individuals to improve their performance against personal and business objectives
• Motivating the team, offering a supportive environment and creating a safe space for my people to speak up.
• Working with other team managers and department managers to share best practice on performance and team management.
• Listened to calls for each team member, feeding back the good points and learning points and working to improve their scores.
• Putting together activities for the team to keep them motivated and engaged

Cardiff, Wales, United Kingdom

• Part of preparing future leaders scheme
• Deputy to team manager, covering Team Manager responsibilities in their absence including managing stats, absence and attending meetings.
• Coaching new starters through their induction period in sales and service.
• Taking inbound customer service calls.
• Sales through service and discovering customer needs.
• Adhering to schedule and meeting Average Handling Time, Conversion and Helpfulness targets.

Cardiff, Wales, United Kingdom

• Managing the team KPIs (Sales, Wrap, AHT, Call Quality)
• Coaching individuals to improve their performance against personal and business objectives
• Motivating the team, offering a supportive environment and creating a safe space for my people to speak up.
• Working with other team managers and department managers to share best practice on performance and team management.
• Listened to calls for each team member, feeding back the good points and learning points and working to improve their scores.
• Putting together activities for the team to keep them motivated and engaged

Cardiff, Wales, United Kingdom

• Part of preparing future leaders scheme
• Deputy to team manager, covering Team Manager responsibilities in their absence including managing stats, absence and attending meetings.
• Coaching new starters through their induction period in sales and service.
• Taking inbound customer service calls.
• Sales through service and discovering customer needs.
• Adhering to schedule and meeting Average Handling Time, Conversion and Helpfulness targets.

Leeds, England, United Kingdom

• Reviewing and changing procedures to make sure the bank was compliant with guidance provided by the regulators.
• Implementing changes to streamline processes to make teams more productive.
• Working with brands across the HSBC group making sure each was in line with current procedures.
• Working with senior management to identify new area of potential risk and implementing new procedures.

Leeds, England, United Kingdom

• Quality checking PPI investigations to make sure decisions and redress amounts are correct.
• Coaching under performers and monitoring progress to ensure the highest standards are met.
• Reviewing current processes to make sure they remain in line with Financial Conduct Authority and Financial Ombudsmen guidelines.

Leeds, England, United Kingdom

• Investigating PPI complaints and making decisions whether to uphold or defend the complaint.
• Reviewing current processes to stay in line with Financial Service Authority and Financial Ombudsmen Service guidelines.
• Coaching new members of the department in procedures and processes.
• Writing to customers to deliver the outcome of my investigation.

Leeds, England, United Kingdom

• Coaching new recruits in sales and procedures.
• Leading teams of new recruits through training and developing them to join the main Sales and Service department.
• Leading training sessions with new recruits on sales, service and systems use.
• Monitoring calls of new recruits and grading them to business guidelines, then feeding back what had gone well and what could be improved.
• Collating and analysing new recruit MI to deliver to senior management on progress of new recruits through training and first year with the business.
• Reviewing current processes and implementing changes to improve the structure and efficiency of the department.

Leeds, England, United Kingdom

• Taking inbound customer service calls.
• Sales through service and discovering customer needs.
• Dealing with customer complaints and resolving them or escalating them to the relevant department.