Scott Goodwin Email & Phone Number

Coventry, England, United Kingdom

Coventry, England, United Kingdom

Birmingham, West Midlands, United Kingdom

Coventry, United Kingdom

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Lutterworth

Managing a team of up to 14 advisors who take calls on all aspects of the customer journey including sales, renewals and service.Monitoring and coaching team to meet and exceed KPI’s in all required areas including sales/renewals conversion rates, handling time and productivity, customer satisfaction rates, and next issue avoidance. Addressing any issues of underperformance in a timely manner. Adapting approach in line with ever changing business focus areas.Monitoring customer contact using specific compliance guidelines in accordance with FCA regulations. Identifying and addressing trends found during this process.Managing all HR processes for the team, including sickness absence, performance standards, misconduct issues, and maternity.Handling and resolving complaints on all aspects of the customer experience. Carrying out root cause analysis on the issues, and feeding back to the brand and business units where appropriate in order to provide the best possible customer journey.Monitoring Real Time adherence, acting quickly to correct issues, and addressing any consistent underperformers.(Seeking new opportunities due to forthcoming redundancy)

Ensuring exceptional customer service at all times and taking ownership of any past, current or potential issues to support next issue avoidanceHandling complaints as required, adhering to company and regulatory complaints guidelines and procedures.Maximising sales opportunities for new business, renewals, and additional productsFollowing system and procedural processes to ensure compliance with Financial Conduct Authority regulatory and documented call handling requirements.Consistently demonstrating understanding of how the principle of TCF impacts the role and is embedded in the culture of the BGL Group, and delivering this in all calls