o Quality checking queries in which there has been a refund, replacement or other form of compensation to ensure all internal processes have been followed. Giving feedback to Team Leader’s when their advisor has not followed the process. o Carrying out ad-hoc deep dives as and when needed to collate data for other stake holders. Analysing data off the back of this and presenting this back to a range of teams across the business.Engaging with team and stakeholders to present findings to help drive continuous improvement. o Raising insights within the team with a mindset of continuously improving our processes. This includes leading weekly trends meetings within the team and collating insights. Setting actions of the back of this and tracking them to improve the customer service experience our advisors are giving. o Nuance Desktop Agent Process Mapping – developed leadership skills by taking the lead on quality process mapping, communicated with stakeholders from other teams and learnt about business process modelling and notation through this. o Gift Voucher Trial – Leading the compliance marking for the gift voucher trial that is currently ongoing. Utilised data analysis skills and communication skills with my team and other stakeholders. Developed content for the Gift Voucher training. Trained a new starter on my team on how to do this work which helped to upskill them. o WISMO (Where Is My Order) Workshops – attended lean workshops on our Where Is My Order Process’s. Utilised skills I’d learnt from my Lean Competency System qualification and helped with the root cause analysis using the five why’s and fish bone diagrams. Helped come up with problem and goal statements for our WISMO processes. o Trained new starters on our team on our pushback process and advisor empowerment checks process.

Processing refunds and replacements using back office software. Logging any cost impacting errors made by frontline advisers whilst also focusing on doing what is right for the business and the customer.

Closely working with the team lead to drive first contact resolution. Coaching new starters in the moment to help them settle and exceed in their role. Acting as a point of escalation for other advisers in the team and communicating any issues or trends to other teams and stakeholders in the business.

Resolving customer queries using live chat, social media and email with a heavy focus on first contact resolution.