Stephen Davison Email & Phone Number

United Kingdom

Harlow, England, United Kingdom

Manage, coach and support the Customer support department of 180 FTE, ensuring SLA’s are meet, with a team of 25 – 30 agents reporting directly to me. Ensuring company SLA/ KPI targets are meet through 121’s coaching and support, deal with escalated / SAR’s complaints. My duties in this role are; Real Time Analyst -analyze call volume across all departments in-bound lines and strive to achieve the companies optimal SLA’s Recruitment - run assessment centre from start to finish Monthly appraisals - Conducted performance reviews for all Customer Service representativesComplaints – Manage complaints that are escalated and ensure they are responded too with the company time line and collated to see how the department can work better to improve service.Manage Team Managers – Coach, support and monitor team managers that are underperforming to ensure teams targets are in line with departments SLA.Analyze team and individual statistics - prepare reports; devise and implement incentives programs.Performance management - setting targets and managing agents through capability, Personal development plans.Coaching and Development - Carrying out monthly training modules Compliance - Ensure regulations form AML, RG, TCF and GDPR along with administrative policies are followed and upheld. Disciplinary -Implement and manage disciplinary / grievance procedures, effectively handling sensitive employee relations issues, supply support through consultations Customer Support - Hold difficult conversations with customers with gambling additions, offering support and advise to ensure duty of care is honoured in line with Government Regulations.Escalated complaints – investigate and resolve escalated complaints, acting to prevent further occasions and defuse volatile customer situations calmly and professionally Subject Access Request – Gather all requested documentation, ensuring DPA policies are adhered too, recording encrypted and password protected.

Manage, coach and support the Customer support department ensuring SLA’s are meet, with a team of 25 – 30 agents reporting directly to me. Ensuring targets are meet through 121’s coaching and support, deal with escalated / SAR’s complaints. My duties in this role are; Real Time Analyst -analyze call volume across all departments in-bound lines and strive to achieve the companies optimal SLA’s Recruitment - run assessment center from start to finish Monthly appraisals - Conducted performance reviews for all Customer Service representatives to reduce resolution time and improve customer satisfaction rates, focusing on performance and development Analyze team and individual statistics - prepare reports; devise and implement incentives programs to ensure teams KPI’s and SLA’s are meet without impacting quality. Performance management - setting targets and managing agents through capability (PIPs) Personal development plans (PDP’s) Coaching and Development - Carrying out monthly training modules created around individuals needs on a side by side and group environment to ensure KPI’s and company SLA’s are meet. Compliance - Ensure regulations form AML, Reasonable gambling and GDPR along with administrative policies are followed and upheld. Disciplinary -Implement and manage disciplinary and grievance procedures, effectively handling sensitive employee relations issues, supply support through consultations Customer Support - Hold difficult conversations with customers with gambling additions, empathetically and professionally, offering support and advise to ensure due of care is honored in line with Government Regulations Escalated complaints – investigate and resolve complex escalated issues, acting to prevent further occasions and defuse volatile customer situations calmly and professionally Subject Access Request – Gather all requested documentation, ensuring DPA policies are adhered too, recording encrypted and password protected.

Company Trainer and Developer • Ladbrokes Coral Group Create and deliver training in a classroom environment for introduction groups, company changes and focusing on underperforming agents to ensure KIP’s and company SLA’s are meet. Create and deliver classroom traiing on new CRM systems and process changes

Barking Essex

Dealing with Customer queries