Sarah Sutterby Email & Phone Number

Norwich, England, United Kingdom

Norwich, England, United Kingdom

Norwich, England, United Kingdom

Providing support, coordination, direction, planning and management of 8 – 10 Customer Support Specialists.My role is to lead on Advice & Support and Outbound Compensation payments in the delivery of the Customer Support Departments objectives withultimate aim of providing a swift and efficient service to Clarion’s Customers.Key Accountabilities: To develop a strong understanding of the responsibilities of the Customer Support Team, the structureand wider team responsibilities within the Housing Association and to provide and facilitate an excellentservice to Clarion’s Customers. Effectively and efficiently manage lead areas, liaising with appropriate internal and externalstakeholders to ensure cases are managed in line with relevant procedures, policies, statutory orregulatory guidance and in a timely cost effective manner. To build and continually develop specialist knowledge and understanding of lead areas and to act andshare this with the business. Effectively manage performance, output and delivery of reports to a high standard in a fast pace,pressurised environment. To confidently and fairly raise performance concerns of reports without delay. To ensure that the delivery of targets, service level agreements and the organisations strategicobjectives and behaviours are consistently met. To provide excellent customer service skills, particular in dealing with escalated customer complaintsboth verbally and in writing, and by working with customer to achieve a fair resolution for all parties. Demonstrate flexible and adaptable approach in changing priorities, as the business need determines,with the confidence to apply sound judgement and decision making skills. Completion 4-6 weekly 1:1s and annual performance reviews for reports. To support the development of the Microsoft Dynamic operating platform, providing input and supportprojects as required by the organisation.

Norwich, England, United Kingdom

Norwich, England, United Kingdom

In this previous role, I served as a key point of contact across senior management team for resource planning that included complex new bids and operational costs. Here I carried out monthly assumption reviews with stakeholders. I interpreted key findings and future planning in a brief way to summarise impacts to overall position, provoking solutions for the mitigation of surplus or deficit. I also collaborated with the Finance Planning team to deliver the forecasted budget plan whilst demonstrating proven business efficiencies. Supported the HR functions by recruiting and on-boarding of new starters within team. My other tasks were to lead migration of existing resource plans onto Anaplan whilst ensuring customer expectations.Key Accomplishments:• Delivered a service level within planned target for the whole of 2019 through effective capacity planning.• Chaired monthly/quarterly marketing and senior trading meetings to ensure clarity on activities driving demand.• Cultivated and maintained positive business relationships with operational teams to deliver productive outcomes on existing and new bid operations resource plans and costs.• Fostered an improved team culture by planning and supporting delivery of 2017 team away day and the team reward and recognition programme.

Norwich, England, United Kingdom

While serving Aviva as a Scheduling Consultant, I efficiently managed the overall aspects of production of 6 week rolling advisor schedules for Aviva Direct Sales and Service using I360 to meet customer expectations. I steered a new spirit of innovation to the business operations for driving dynamic thinking and efficient solutions to deliver efficiency and SLA requirements. I also fostered a team culture in order to support advisor team morale and enhance productivity. Here I contributed notably to daily, weekly and monthly demand that included trend and seasonality tracking to reforecast. Furthermore, I navigated the operations of advisor and manager workshops to drive creative thinking and continuous improvement.Significant Contributions:• Improved and enhanced customer experience and supported the advisor needs by contributing as the first scheduler to look at shift allocation differently and build in 30 minute lunches.

Norwich, England, United Kingdom

Management of day to day service both within the centre and virtually, ensuring the delivery of service levels across the operationCollaborative working with contact centres across the UK and offshore

Norwich, England, United Kingdom

Gnvq, Business Studies

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