Sarah Fenwick Email & Phone Number

Operational Leadership: Managed a high-paced front-line operations team handling inquiries for leading UK insurers. Supervised inbound and outbound calls, face-to-face interactions, and administrative duties related to documentation and compliance.People Management: Led recruitment, induction, coaching, and development of team members. Fostered a high-energy, motivational, and inspirational team culture.Service Delivery: Ensured exceptional operational service by meeting all SLAs. Liaised with policyholders, insurance partners, and Copart members to expedite claims processing and vehicle remarketing and recycling.Continuous Improvement: Promoted a culture of continuous improvement by introducing new working practices. Encouraged team contributions for efficiency and improvement initiatives.Cross-Functional Collaboration: Built strong relationships across the Operation Centre, broader business units, and external customers to ensure seamless support.Customer Complaints Management: Investigated and assessed customer complaints in line with audit and compliance standards.Standards Implementation: Implemented and adhered to ISO standards, including EMS, SMS, BCM, quality management systems, risk management, and OH&S.

* Responsible for branch Customer Satisfaction and NPS results by effectively managing Front of House and Counter activities – consistently leading my branch to deliver excellent Customer Satisfaction and NPS results.* Lead and motivate my team to deliver service excellence whilst having great commercially lead customer conversations to deliver across all KPIs.* Providing clear direction, support and guidance to ensure team have a common purpose.* Coaching, mentoring and staff development aligned with effective record keeping of coaching and performance plans.* Dealing with customer transactions and enquiries (counter and banking hall) to support team in peak times and role model key behaviours. * Design and delivery of training sessions to aid staff knowledge and support development.* Dealing effectively with escalated complaints and sensitive customer interactions such as probate and bereavement.* Clear interruption of company and key team MI data to cascade to team.* Management of all aspects of Risk and Control, including all branch cash management.* Ensuring any branch risks are identified, assessed, addressed and monitored leading to a stable risk and control environment.* Adopting a holistic approach to ensure team engagement.

* Leading a team of Cashiers, Personal Banking Advisors, Service and Control Manager, Mortgage Advisor and Client Relationship Manager to be the top performing branch within the region.* Meeting and exceeding sales, service, budget, quality and compliance targets by setting clear direction, challenge and providing effective support.* Creating a culture that is high energy, fun, motivational and inspirational.* Actively managing and minimising all risk, whilst adhering to all service controls.* Coaching and developing my team to exceed sales targets at all times, whilst delivering exceptional Customer Service and FSA compliance.* Champion of Customer Service at a Regional Level.* Delivery of Branch and Regional Training.* Management of attendance and conduct.* Management of full branch premises, including all health and safety aspects.

North East England, Scotland & Ireland

Newcastle Upon Tyne, United Kingdom

Newcastle Upon Tyne, United Kingdom

Ilm - Leadership & Management

Btec National Diploma, Business, Finance & Public Administration