Stephen Roberts Email & Phone Number

Manchester, United Kingdom

I review calls involving the sale of home and car insurance brokered by Swinton and also ensuring delineation between these core products and Swinton’s own optional add-on products.I provide clear, concise evaluations and constructive feedback to Customer Service Associates to encourage best practice, and to monitor adherence to regulatory requirements using detailed guidance.I manage my time effectively to ensure that productivity targets are met and that a varied range of call types are monitored to give Swinton a broader picture of where compliance scores lie.

Aintree, Liverpool

I was responsible for independently reviewing calls, in relation to FS Sales, Complaints and Quality of Customer Service within the functions of Shop Direct Group. I have specialised in the assessment of 'post-sale' service calls for SDG's Insurance department, reviewing claims, cancellations and complaints to ensure compliance and adherence to TCF principles.

Aintree, Liverpool

I was responsible for responding to customer queries via telephone, email and post in relation to retail PPI previously offered by Shop Direct Group. On a typical day I would be completing cancellation requests, assessing the suitability of potential claims and also resolving and escalating complaints where necessary.

Speke, Liverpool

I was responsible for completing banking transactions as per customer's requests, and also achieving sales through service by pro-actively assessing customer's existing products during calls.

City Centre, Liverpool

I was responsible for helping customers find the most suitable products for their needs, as well as processing transactions, stock rotation and also taking part in store campaigns.