Service development and optimising customer experience. Working with multiple business functions undertaking root cause analysis and gap analysis to deliver improved customer experience. business wide decision making to support quality of services across products and channels to deliver quality of service to our customers.

• Managing a suite of retention tools to assist contact centre retention rates resulting in £500,000 saving to business over a twelve-month period.• Working with analytical and MI teams to identify and manage current performance as well as offer recommendations to the retention manager and key stakeholders to drive performance. • Manage and prepare a weekly multi-team performance review of trading, which includes the sharing of key issues, overall performance and delivery of agreed… Show more • Managing a suite of retention tools to assist contact centre retention rates resulting in £500,000 saving to business over a twelve-month period.• Working with analytical and MI teams to identify and manage current performance as well as offer recommendations to the retention manager and key stakeholders to drive performance. • Manage and prepare a weekly multi-team performance review of trading, which includes the sharing of key issues, overall performance and delivery of agreed actions. • Collaborating with key stakeholders to identify risks, ensuring they are mitigated and monitored and reported through the relevant processes ensuring minimal impact to customer, commercial and operational metrics. This resulted in significantly less impact to commercial as well as staying complaint in our conduct to the regulator while protecting our customers and the integrity of our brand. Show less

Coaching individuals and teams to improve operational and commercialperformance, quality and customer service. Supporting the developmentand implementation of processes to improve customer and commercial outcomes against the agreed operational, commercial and quality standards. Leading a culture of best practice techniques methods and solutions while upholding the values and the culture of the AA.

Duties included delivering either classroom based or on-the-job events. Provision of on-the-job support to newly trained staff including coaching and identification of further training. Conduct induction and further development training, evaluate effectiveness of training, support the implementation of business critical projects and initiatives. Validation of training, assessment of employees’ job performance and completion of any necessary reports

My responsibilities in this role were to manage, update, amend, renew and service insurance policies as well as liaise with insurance companies on complex and none standard insurance policies to agree underwriting terms. Also to promote and sell alternative insurance products and services to new and existing customers to increase portfolio and customer loyalty.

Help maintain budget, stock control, manager staff and performance.