Simon Cutts Cemap, Fcmgr Email & Phone Number

Bradford, Gb

 Led a team with 11 FTE who had a mixture of skillsets, these were DSAR, complaint handling, telephony and vulnerable customer treatment.  DSAR typically received over 150 requests per month and with my support 95% of these requests were completed within 10 days.  Supported the department with complaint investigation, outcomes and blocked cases to ensure complaints are closed both inline with TCF and regulatory metrics and timescales.  Engage in departmental meetings adding valuable input to creating the department plan and working on specific assigned tasks. Led a project in clearing up storage and folders containing internal and customer information and ensuring this complies with data retention standards and GDPR. Currently leading a project in digitalising the complaints area by adding the use of emails to vulnerable customer reviews and complaints correspondence with the aim of 28% of customers being digitalised.  Created training and induction material for the payment simplification project to ensure fixed term staff members have a smooth start to their project along with the relevant knowledge needed.  Completed quarterly quality checks for the team and assisted other leaders in doing so. Held case clinics with telephony staff members to support them in making better decisions regarding customer complaints.  Supported with a Model Office for Vulnerable Customer Reviews by recreating the contact strategy increasing the successful contact rate from below 30% to an average of 50%.

Bradford, United Kingdom

One of the original team members brought into this new role, who helped to develop, refine and create the processes for vulnerable customer treatment leading to an increase in autonomy leading to higher productivity.  Complete vulnerable customer reviews, discussing their personal circumstances, providing solutions helping them manage their products and signposting them to third party companies who may be able to help. Monitoring and managing multiple inboxes holding multiple work streams and allocating work accordingly.  Completing investigations into unacceptable customer behaviour and making decisions regarding their future relationship with the society. Providing alternative format literature to customer who may be blind or partially sighted.  Managing and investigating complaints regarding Mortgages, Savings and Share plans then providing the outcomes both verbally and in writing.  Adding flags to customers’ accounts to make colleagues aware of their circumstances. Providing support to colleagues regarding customer vulnerabilities and being a subject matter expert.

Huddersfield, United Kingdom

 Completing quality checks for individuals monitoring and updating a shares register.  Produce forecasts and plan for the following week to fully utilise staff members and use them in other teams who were behind in-service level.  Hold regular one to ones regarding performance, also complete return to work and probation meetings.  Review disciplinary matters and make decisions regarding dismissal. Produced training packs for all processes and streamlined processed for work which is to be moved offshore, in preparation of the office moving location.  Lead and motivate a team of 10 individuals, making them aware of business and process updates.

Leeds, West Yorkshire, United Kingdom

Handing complex mortgage complaints and helping promote a positive customer experience. Ensuring all outcomes are fair both for the bank and customer whilst maintaining a high understanding of banking and financial regulations. Working inline with the FCA and FOS objectives. Completing data analysis and helping manage a team of approximately 15 people. Travelling between sites providing training and helping develop colleague using coaching and knowledge.

Bradford, United Kingdom

Halifax, United Kingdom

Data Analytics

Leadership And Management, Pass

Cemap, Mortgage Advice, Merit

Education record

Education record