Simon Evans Email & Phone Number

City Of Bristol, England, United Kingdom

Embed strategy and a culture of continuous improvement. Plan, resource, develop and coach the team to prepare a backlog of change ready for development. Lead, manage, motivate and develop direct reports. Build, maintain and manage effective relationships to support delivery of change. Coach and mentor the team to drive understanding of agile ways of working. Work collaboratively with Product Owners.

City Of Bristol, England, United Kingdom

Bristol, United Kingdom

Sharing best practice and promoting consistency in Operational Management. Coaching and training of Team Leaders. Management of Stakeholder Relationships.

Credit Hire team leader Jan 2012 to May 2013, Service Claims Team Leader May 2013 to August 2016. Motor and Personal Team Leader August 2016 to December 2018. Lead, manage, recruit, coach, and develop my team so that they know what’s expected, are able to fulfil their potential, and have the skills and behaviours required to deliver a first class service.· Plan, prioritise, communicate and monitor performance targets and objectives.· Build, facilitate and maintain effective working relationships with and between team members, Senior Technicians, Agents, NFUM departments and customers.· In collaboration with Senior Technicians, audit and monitor the application of policies, procedures and processes, manage risks and issues and oversee complaints and breaches, in line with NFUM standards to ensure compliance with regulatory requirements.· Lead, manage and support the development and implementation of improvements and changes to processes, procedures and practices to ensure efficiency and customer service improvements and benefits are fully realised.· Deliver short-term and one off projects.

I was responsible for managing the Bristol Call Centre and the pool of approximately 120 telephone interviewers.I oversaw all recruitment, training, productivity and quality outputs to meet and exceed company and wider industry standards.I was the point of contact locally for office management and facilities matters which arose, such as repairs and supplies.I implemented any disciplinary action as and when required.

London, United Kingdom

I managed a team of eight Account Managers. This involved holding individual 1:1s and team meetings, monitoring calls, carrying out performance reviews and resolving any work-related issues.I managed resources using Symposium to ensure adequate cover of inbound calls and a high standard of service.I was involved with recruitment campaigns, running assessment centres and interviewing candidates for the company as a whole.I compiled monthly performance reports

The Leadership Programme is a 20 month graduate scheme which consists of a two month induction period, followed by three six-month placements, providing experience of a cross section of the business.First placement - Customer Proposition TeamI carried out a project which aimed to better understand areas of customer dissatisfaction and propose solutions. The project involved gathering customer research from various partners and incorporating it into Motability Operations customer proposition.Second placement - Marketing & Communications I produced customer marketing mailingsI led a project to produce a prospect DVD. This involved selecting the production company, writing scripts, casting actors and directing the filming. I Launched the DVD with premiers in Bristol and London.I attended University Recruitment Fairs to increase interest in the Motability Operations graduate schemeThird placement - Outbound Team Manager I began my final placement in Oct 2006 and was offered a permanent position in Apr 2007 - see above.

Bristol, United Kingdom

I managed 120 Dealer accounts. This involved relationship building to maximise online sales of end of contract vehicles.

I visited victims of crime in their homes and offered support and guidance.

I managed 12 client accounts which involved strong relationship building and influencing skills.I worked closely with internal departments, suppliers and customers to ensure that financial targets were met.Completed Building Essential Leadership Skills course

I reassessed and resold policies to retain existing businessI trained new staff on the company's internal computer programme and provided telephone coachingI supervised staff in the manager's absence

Ba Honours Degree, English Literature And Language

BA Honours Degree in English Language and Literature

A-Levels;, English; Sociology; And History

Three A Levels - English, History and Sociology

Education record

Seven GCSEs grades A-C