Simon Tilley Email & Phone Number

Northampton, England, United Kingdom

Post offer conveyancing team. Dealing with all queries from solicitors, brokers and regulatory bodies regarding residential mortgages that have offered but not yet completed.

United Kingdom

Assessing the quality & service provided during overnight hotel visits. Providing feedback through detailed reports of the entire customer journey to ensure that brand standards are adhered to and training needs identified for clients.Clients include multiple national hotel chains with both budget and premium brands.

Portsmouth, United Kingdom

Managing a portfolios of franchised automotive sites across the UK for a global client representing 20% of their UK market presence. Performing unannounced overt audits of the franchises to ensure adherence to standards and relevant legislation. Solely responsible for documenting detailed reports for the express purpose of generating progressive improvements in failing sites and determining those areas where financial penalties need to be applied.

Assessing and evaluating customer service levels provided by various national high street companies in online, telephone and face to face scenarios by conducting covert assignments to determine that client brand standards and sales scripts are being adhered to. Duties include self managing a diary of selected assignments on a monthly basis, documenting and uploading detailed reports for each assignment within Service Level Agreements. When issuing client failures providing supporting evidence and feedback to assist the client in future staff training needs.

Northampton, United Kingdom

Supporting Nationwide's specialist underwriting team by helping to investigate & facilitate the completion, rejection & referral of complex and abnormal Mortgage applications

Northampton, England, United Kingdom

Managing the accounting and back office functions for the social care division for the northern region.Acting as SPOC for all client requests for change and implementing these according to best practise in the absence of any change management system.Providing weekly and monthly KPI reports to client stakeholdersReconciling legacy issues relating to but not limited to VAT legislative change

Singapore, Singapore

Service Delivery manager within BarCap during "Project Transform" ~ the transition & insourcing of their Service Desk function from Milton Keynes to Singapore. Managing a team of 5 direct reports responsible for all non touch requests for the UK region as part of the wider Technology Service Desk function, acting as an on shift manager for upto 20 analysts.One of 7 trainers responsible for creating, documenting and delivering training to 100 new hires as part of the aforementioned insourcing.Oversaw and contributed to the continuous service improvement plan for my department and the wider Technology Service Desk. Improved departmental efficiency by 40% and highlighted several holistic flaws with current process leading to implementation of a global asset management system and several millions of pounds of direct and long term cost savings.

The role initially began as a requirement driven role ensuring I was responsible for cataloguing, populating and maintaining an accurate asset database to feed into a wider IT CMDB.Upon completion of the aforementioned audit my role evolved into an IT Assistant role with 70% of the role requiring me to act as 1st line analyst for all IT queries. The remaining 30% was spent assisting the IT Trainer with classroom scenario training and training administration functions, leveraging on knowledge of 1st line calls to feed into training requirements and scenarios

Education record

Education record