Terry C. Email & Phone Number

Kings Hill, England, United Kingdom

I manage the companies Vulnerable department and then the Sensitive Support Team which consists of 16 front line staff who service the vulnerable customers accounts. This is a people management role that also requires me to develop and monitor the companies vulnerable customer and and department contact strategies to ensure customers in difficult situations are treated fairly and managed efficiently. Mental Health First Aider trained. Cabot UK Debt Purchase Vulnerable Champion from Jan 2023.

Kings Hill, Kent

I managed a team of 13 consultants to reach team and departmental targets whilst ensuring customers were given a high level of service. I managed my people and performance through MI reports, performance reviews, coaching, 1-2-1s and absence management.

Kings Hill, Kent

Responsible for delivering & updating training material and leading groups of 10 - 20 new recruits to become Customer Consultants. Provide classroom training to perform role exceptionally in line with FCA, ICO and OFCOM regulations. I fully manage the teams for 1-2 months until candidates are of a standard to move onto core operations departments. I have managed 83 new starters since taking this role.Key Responsibilities Include:> Delivering 5 weeks of Classroom training. Focus on compliance, systems training and the job role. > Conducting role play tests as part of Induction sign off before going live into role. > Updating training material in line with changing regulatory guidelines and business improvements> Live - on the job training/coaching for further 4-6 weeks after the classroom environment. On a 1-2-1 and team basis. > Auditing calls to provide feedback and training.> Resolving Complaints or Disputes at the point of contact.> Agreeing settlements or write offs of accounts.> Creating and updating probation packs for a smooth transition into the Core Operations teams at the end of induction. > Being an ambassador of the companies ETHICAL approach to customer focused collections.> Promoting strong Treating Customers Fairly (TCF) values to new members of the business from day 1.> Managing Holiday and absence in the line with Group Policy.> Taking Disciplinary action in line with Group Policy.

Kings Hill, Kent

I am responsible for handling a large volume of paying and non-paying accounts within a team. I consistently provide an excellent level of customer service which is reflected in high commercial KPI scores at an individual and team level. This role has helped me develop my leadership skills and grow in confidence through working as part of team every day, performing briefs to various levels of employees across the business and interpreting data to analysis and motivate performance. Key responsibilities include: Handling the accounts of customers with particularly vulnerable characteristics and/or circumstances. (1 of 16 employees trained by the Royal College of Psychiatrists) Complaint handling (1 of 16 employees trained to resolve complaints within a 2 day period before they escalate) Ensuring full compliance with legal and internal processes. (Successfully passing yearly CAI industry recognised qualification) Delivering positive customer outcomes with a real focus on Treating Customers Fairly. Processing payments via Direct Debit, Debit Card and Credit Card. Liaising with other business departments, Debt Management Companies and Solicitors to provide any documentation needed to reach an agreement with a customer.  Assisting my team leader by taken on some of their responsibilities to reduce workload or cover in times of annual leave or sickness. E.g. Sending reports to the team tracking performance, weekly briefs, call calibration/coaching. Being an ambassador of the companies ETHICAL approach to customer focused collections.

Stansted Village, Kent

Ash, Kent

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Activities and Societies: 3 Football teams. Inter-college League, Kent Amateur Football League and UKC 5-a-side League. Year 1: Business.

Education record

A Levels: .Business Studies .Sociology .History GCSE's (A-Cs): .English Literature .English Language .Maths .Science .History .I.C.T.