Ryan Knowles Email and Phone Number

Leading and motivating a team to achieve high performance.Promoting innovation and continuous improvement.Ensuring staff understand and are engaged with team and organisational goals.Facilitating and promoting exceptional customer service.Handling sensitive information and ensuring teams comply with relevant policies.Managing workflow and monitoring progress/performance to ensure SLAs are met.Taking ownership of service escalations and customer complaint resolution.Ensuring my team’s contribution is sufficient in the context of the wider team service requirements.Working collaboratively with peer network to propose and implement solutions to remedy shortfalls.Conducting quality checks and providing feedback to ensure agreed standards are met.Delivering communications updates in a structured, timely manner.Undertaking mandatory and other identified training.Actively contributing to performance management and review process.Providing line management support to staff.Ensuring my team are aware of and comply with knowledge, information and document management information security principles.Creating, reviewing and maintaining guidance and standard operating procedures.Escalating identified risks and issues to line manager in a timely manner.Enhancing learning and service improvement opportunities.Evaluating procedures within my team and considering improvement opportunities.Working collaboratively with coach network to develop training plans.Supporting relevant managers by contributing financial and workforce planning input.Maintaining an understanding of regulatory processes and ensuring my team are aware of new changes.Maintaining an understanding and awareness of CQC policies and procedures.Demonstrating and promoting CQC Values and Behaviours including Equality, Diversity and Human Rights.

New Reg Platform Super User - Assisting in the design and development of the new CRM system.Designing, creating and delivering training sessions, inductions and briefings for new and existing staff within the customer contact teams focussing on delivering excellence and high performance in customer service.Promoting innovation and continuous improvement.Facilitating and promoting exceptional customer service. Responding to individual performance concerns at the direction of team managers, conducted coaching and quality reviews with customer service advisors. Reviewing live and historic calls /correspondence against agreed quality frameworks and providing feedback to advisors and managers.Working collaboratively to ensure appropriate action is taken in response to changing priorities.Contributing to and supporting the maintenance of standard operation procedures in line with governance arrangements.Delivering communications updates in a structured, timely manner to support early engagement with plans and initiatives. Supporting improvement in customer experience across all contact channels by identifying and proposing solutions to issues or trends. Ensuring key competencies are met by new staff after completion of induction activity and escalating issues where appropriate.Maintaining an understanding of regulatory processes and procedures as well as a responsibility for my own learning and development.

Providing exceptional customer service and first line resolution to inbound multi-channel enquiries. Undertaking appropriate training and maintaining organisational knowledge. Consistently achieving individual and team KPIs and SLAs. Positively representing CQC in a professional and empathetic manner.Selected to be involved with the development and testing of CQC Knowledge tool. Created my own acronym list and knowledge bank that contributed to the development of the knowledge tool. Embraced CQC values and shared knowledge, and best practice with colleagues to promote development and wellbeing. Praised colleagues via the values wall.

Successfully achieving full PPI accreditation.Using critical/analytical thinking to investigate and respond to complaints in accordance with FCA handbook guidelines (Specifically DISP, COMP, COBS & BCOBS), FOS guidelines and SLA timescales.Utilising organisation, case management and effective prioritisation skills to simultaneously manage multiple complaints to resolution.Delivering excellent customer service, providing a complete investigation and delivering the correct outcome on all complaints.Using excellent letter writing skills to convey the outcome of complaints to customers, CMCs and Insolvency Practitioners (IPs).Showing exceptional administration skills with attention to detail Achieving key metrics of quality and production.

Managing PPI complaints in line with FCA regulations (Specifically CMCOB) and FOS requirements.Making outbound calls to maximise revenue generation. Liaising directly with lenders and regulators to ensure a smooth process and fair resolutions. Taking inbound calls to assist customers with PPI claims and complaints while maintaining accurate records. Surpassing KPIs and sales targets.Complying with DPA/GDPR/FCA & FOS legislation and embracing TCF principles.

Supervised nine department leaders to ensure regulated complaints were dealt with in a timely manner.Liaised directly with FOS adjudicators and acted as sole liaison between Eldon Insurance and regulators.Built and maintained successful business relationships with multiple departments, stakeholders, insurers, legal entities and regulators.Managed the entire Eldon complaints portfolio for the Newcastle office to ensure complaints were handled in line with FCA regulations (Specifically DISP, COMP & ICOBS), FOS guidelines and adhering to strict SLA timescales as well as company processes and procedures.Used root cause analysis to identify the impact of complaints on revenue and reputation.Prepared weekly MI reports and dashboards for department leaders and partners.Worked with Quality Assurance (QA) to make sure a high standard of written communication was used and all correspondence was compliant.

Used root cause analysis and negotiation techniques to investigate regulated complaints and provide suitable resolutions in line with TCF principles.Pro actively managed and prioritised my own workload and FOS case files.Resolved escalated complaints in line with Financial Conduct Authority (FCA) regulations (Specifically DISP, COMP, BCOBS & MCOB) and Financial Ombudsman Service (FOS) guidelines and adhering to Service Level Agreement (SLA) timescales.Wrote bespoke letters and emails to customers to advise the outcome of their complaints and to explain and justify my decisions.Awarded and processed appropriate cheque/BACS compensation payments where necessary.Liaised directly with regulators to agree outcomes.Updated complaint logs and provided feedback to relevant business areas to help make continuous improvements to processes and policies.Updated daily ledgers and accounts to ensure correct reconciliation.

Successfully implemented change to create and improve value-added processes for the business and customers.Performed root-cause and needs analysis to identify potential problems and areas for improvement.Gained Lean Organisational Management Level 2 Certification.

Promoted to a floor walking support role for the Sales team based on exceptional sales performance.Shared expert knowledge and best practices by managing Yammer (internal social media network) for my department & successfully building employee awareness of Yammer as a learning tool.Resolved escalated customer complaints via phone email and web chat.Ensured customers were made aware of all appropriate products and services available to them by up selling/cross selling on every call.

Created, developed and managed my own portfolio of high-value B2B client accounts. Sold relevant financial and PDQ packages to clients by explaining USPs.Resolved financial discrepancies and assisted clients to reconcile banking figures.Consistently exceeded customer expectations while building and maintaining progressive B2B relationships.Authorised high value transactions with banks around the world, ensuring all data was 100% accurate.Complied with FCA requirements following full training (Including Anti Bribery and Corruption, Data protection and Freedom of Information).Used my negotiation skills to overcome objections and get the best resolution for customer and company alike.Adhered to strict sales and customer service KPIs and call handling times to achieve targeted service level, quality targets & Net Promoter Score.Took accountability for my own learning and development.

Managed teams of 10-12 individuals on various assignments to increase productivity and overcome complex problems.Oversaw the initiation, planning, execution and closure of billing and metering projects.Designed and implemented training material. Monitored, controlled and recorded data to ensure accuracy and integrity and provided necessary feedback.

Acted as first point of contact for complex billing queries and Gas/Electricity emergencies.Received multiple commendations for floor walking and training colleagues.Mentored less experienced colleagues on a one-to-one basis to improve sales conversion rates and customer service.Shared best practice as a senior adviser.Up/Cross sold a range of products and services to achieve sales targets.Created new business opportunities by selling additional products an services.

Excelled in sales by selling electrical goods in a commission based and highly competitive environment.Sold add-ons, warranties and credit options to maximise profitability.Constantly exceeded KPI and Sales targets.