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• Lead return to work meetings after absence, team meetings and daily huddles.• Recruited two new team members, completing the recruitment process from start to finish. • Trained 5 new to business team members up to a high standard.• Worked directly with business & traders dealing with complex queries and complaints.

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. ● Identify opportunities to cross sell our lifestyle products● Actively seeking to retain members who are looking to cancel● Triage members looking to speak to one of our additional services such as MHL, Legal or Tech support● Liaising with colleagues in various departments to provide a seamless, high level of service to our members

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• Lead return to work meetings after absence, team meetings and daily huddles.• Recruited two new team members, completing the recruitment process from start to finish.

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. ● Identify opportunities to cross sell our lifestyle products● Actively seeking to retain members who are looking to cancel● Triage members looking to speak to one of our additional services such as MHL, Legal or Tech support● Liaising with colleagues in various departments to provide a seamless, high level of service to our members

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.