Thomas Johnston Email & Phone Number

Ireland

Internal communications written and verbal on digital platforms and brochure ware. I believe in adapting communication to attract everybody. Preference can be written, video, audio, subtitled and I strive to make each communication inspiring to the audience. I produce update townhall sessions for colleagues across my business. These are live stream or pre-recorded events-I design the set also the content to include business updates with senior leaders, employee awards, fun activities such as exercise and craft, promote charity events, organise collages for beginning and end of each event such as colleague messages and "carpool karaoke" with colleagues. The events and ways of communication have proven very effective, uplifting, inspiring and enjoyable. *Showreel available to view on request to highlight what I can do.*Built and maintain internal intranet for communication.Working with Senior Management on effective communication both written and visual to maximise colleague engagement. Event management for clients and colleagues. Designing and co-ordinating events for customers and colleagues to a high standard.Relationship Manager Sales support. I look outside the box to see how we can make the role of the sales time more effective through communication styles, and how we present information to customers. Supporting new graduates as they join the business making their journey inspiring, challenging and ultimately helping to carve the vision and culture of the business for the future.Designing and rolling out engagement and training programmes. Passionate about educating colleagues and have designed a number of successful "academies" within my business. These focused on communication, sales, credit and investment training. Also sourced and rolled out "soft skill" training and on the job "role play" initiatives.Wellbeing & Inclusion advocate. Making everyone feel like they belong, offering and advocating a positive and supportive workplace.

Molesworth Street Dublin 2

I have led the People engagement programme for colleagues. I changed the team culture to one of openness, positivity and growth. I've achieved this working with my colleagues, creating a mantra to operate under and using visual aids to show that commitment. My colleagues can touch, see and feel the difference and respond to that by upholding team morale and delivering a confident and top notch service to customers.I have championed change management creating solutions for complex paper processes, making more use of digital technology and have worked through many process and team movements. Maintaining customer satisfaction and colleague commitment is key. I have trained hundreds of colleagues on customer service skills for use on the phone and in person. I have watched them grow in confidence and ability and am always readily available to support further.I have a wide experience with people management. I constantly work on performance management, goal setting ,daily monitoring of service levels, mental health and wellbeing. I have also extended my role to bring together four teams under one "umbrella", creating similarities and a collaborative culture.I have created many experiences for customers both in branch banking and Private Banking. They include events in Sport, Art, Culture and Information seminars. I've sourced talented individuals to support and impress customers allowing sales teams to seamlessly connect with customers. Attention to details is crucial and how customers feel after each event is paramount to winning more business and maintaining relationships.

Ballsbridge Dublin 4

This team delivered best in class customer experience mostly through phone engagement. I managed the daily activities of this fast pased customer team. Accountabilities: Monitoring day to day workloads to ensure SLA levels achieved Completing business reports on the day's activities monitoring control procedures to ensure tasks carried out are complaint.Assisting audit teams on quarterly reviews of the business Working off own initiative and business needs to identify customer experience improvements and implementing them within the team.Working with internal teams to build relationships to strengthen the service levels provided to customers.Owner of the business contingency plan ensuring it is maintained and regularly tested.Enhancing the customer experience delivered and monitoring results with feedback and training.Escalation point for customer complaints resolving them restoring customer confidenceKeeping the team engaged and happy in their roles.

Georges Quay, College Green & O'Connell Street

Fast pased and busy customer service branches.My responsibilities included:Sales:Supported and monitored daily sales targets for current accounts, insurance products, mortgages and lending. Steered training for colleagues both on the job and 1:1 on product knowledge, customer service and branch systems.Managed foot flow through the branches identifying sales leads through customer interaction and maintaining a high level of customer experience.People:Lead the team by performance management measures to meet branch targets.Motivated and developed colleagues through each role in the branch with mentoring, teaching and buddy supports.Risk & ControlCompleting first line of defence testing and writing action plans from the test outcome and ensuring they are implemented within the correct time frame. Testing across accounts, credit, payments and internal controls.Complaints owner--testing and monitoring complaint cases logged to ensure they comply with regulatory standards.Go to person on the team for procedure questions and escalation issues.Liaise with audit teams on a monthly basis as part of ongoing testing in the branch.Maintaining control procedures and providing feedback to head of business on issues or progress.

College Green Dublin 2

First point of contact for all customer complaints.My role was to listen, gather all information, show empathy and understanding.I made the customers feel supported with their grievance.I investigated each issue received and resolved where possible or provided resolution.I have experience resolving complaints over the phone and in writing to Ombudsman level.

Certificate Level 6, Professional Coaching Practice & Ethics, Merit

Diploma, Project Management, Distinction

Certificate, Mental Health Advocacy

Mental Health advocacy

Digital Banking

Activities and Societies: Module one: Digital Banking Module Two: Customer Experience

Certificate In Mortgage Practice, Certificate

Qualified Financial Advisor, Qfa, Certificate

Diploma In Management, Certificate

Bachelor'S Degree, Business Psychology, Hons 2:2

Business Degree specialising in Psychology

Accounting Technician